The Operation Manager, Client Services, is responsible for leading and optimizing back-office and operational support activities within the Digital Retail function. This role covers order monitoring and release/decline decision-making, payment issue management, fraud and chargeback handling, returns, distance repair operations, personal data request operations, cross-functional issue resolution, and support for system enhancements and project implementation. In addition, this position is responsible for managing the Client Services Operations team, ensuring effective CS operation team development, and operational continuity. The role also acts as a key liaison across multiple internal stakeholders, including Finance, IT, Digital Retail, Logistics, Legal, and Internal Control, and HQ stakeholders to ensure smooth execution of daily operations as well as local and global initiatives. The successful candidate will bring strong operational leadership, project management capability, stakeholder management skills, and a client-centric mindset, along with excellent communication skills in both English and Japanese. Client Services Operations Management • Lead and manage day-to-day back-office and operational support activities within the Client Services function to ensure stability, efficiency, and service continuity. • Oversee operational processes related to issue handling, internal coordination, and exception management across client service activities. • Oversee order monitoring activities, including decisions on whether orders should be released or declined in line with internal controls, risk indicators, and business rules. • Support business continuity and operational readiness during peak periods, incidents, or periods of change. Payment, Fraud, and Chargeback Operations • Oversee operational management of payment-related issues, including initial issue assessment and coordination of resolution with relevant internal teams and external partners. • Act as a key point of coordination with payment service providers and vendors to support issue investigation, resolution, and operational follow-up. • Manage fraud-related operational activities, including investigation support, case handling, and coordination with relevant stakeholders,etc. System Enhancement, UAT, and Project Management • Lead and manage Client Services-related projects across the full lifecycle, including planning, requirement gathering, testing, implementation, and post-launch review. • Represent Client Services operational needs in cross-functional projects involving system enhancements, workflow changes, or new tool implementation. • Coordinate closely with IT, Digital Retail, and other stakeholders to ensure developments are aligned with operational requirements and business priorities. • Lead or support user acceptance testing (UAT) for system changes impacting Client Services operations, ensuring readiness for deployment and smooth transition into business operations,etc. Personal Data Request Operations and Governance • Oversee operational handling of client personal data-related requests, including requests for disclosure and correction, in accordance with internal policies and regulatory requirements. • Coordinate with Legal and Internal Control to ensure appropriate review, escalation, and handling of sensitive or regulated requests. • Ensure operational processes are managed accurately, securely, and within required timelines,etc. Cross-Functional Collaboration and Stakeholder Management • Work closely with internal teams including Client Development & Digital Retail, IT, Finance, Logistics, warehouses, Legal, Internal Control, and other relevant stakeholders to ensure smooth operational execution. • Coordinate with external partners such as carriers, payment-related vendors, and service providers where applicable. • Act as a central point of contact for operational issue resolution requiring cross-functional alignment and timely decision-making. • Liaise effectively with HQ stakeholders on operational topics, escalation matters, and project-related initiatives,etc. Team Management and Capability Development • Manage, coach, and develop the Client Services Operations team to ensure strong performance, engagement, and capability growth. • Set clear objectives and expectations for team members and provide ongoing guidance, feedback, and performance management. • Oversee work allocation and prioritization across team members to ensure effective handling of operational activities and projects. • Manage external staff or outsourced resources where applicable and ensure effective collaboration within the broader team structure,etc. Minimum 5 years of experience in client services operations, contact center operations, e-commerce operations, or related operational/project management roles. Experience managing operational processes involving multiple stakeholders across different functions. Experience leading projects from planning through implementation and post-launch follow-up. Experience in people management, including team leadership, coaching, and performance management. Solid understanding of operational processes related to order monitoring and release/decline decision-making, payment issue handling, fraud or chargeback management, returns, repair coordination, data-related request handling, and cross-functional issue resolution. Internal • Client Services, Client Development & Digital Retail • E-Operation, Client Development & Digital Retail • Client Development, Client Development & Digital Retail • IT (NEO) • Finance • Logistics • Warehouses • Legal • Internal Control • HR • HQ stakeholders • Other relevant local, regional, and Central, global stakeholders External • Payment service providers • Relevant vendors and service providers • Carriers (if applicable)