Senior Manager, Customer Operations and Launch

Job Summary
Oversee daily operations across multiple sites in Japan and Singapore with a strong emphasis on safety, performance, and customer satisfaction. Ensure alignment with financial goals and operational budgets while fostering a culture that reflects company values. Lead cross-functional collaboration to manage and execute new site launches, expansions, and continuous process improvements. Serve as the central point of contact for internal teams and external stakeholders, driving consistent communication, performance tracking, and issue resolution. Support and develop site staff, maintain standardized processes, and ensure exceptional service delivery. Manage multiple complex projects, mitigate risks, and lead post-launch reviews to optimize future outcomes. Travel as needed for successful site execution and operations. This role should be fluent and maintain excellent verbal and written communication skills in both English and Japanese.
Essential Responsibilities
Ensure that operations follow rigorous safety guidelines; continuously develop a culture of safety that is beyond reproach
Implement and oversee daily protocols and reporting; track site performance metrics to systematically improve outcomes
Responsible for meeting financial goals and aligning spending with the operating budget across sites
Ensure exceptional service for both customers and passengers
Escalate technical and operational issues and advocate for safe solutions for sites
Create a work environment that values all team members and embodies May Mobility values
Maintain thorough knowledge of current products and services to effectively communicate across stakeholders
Support and develop site operating staff
Create and maintain consistent documented processes for all assigned sites, and oversee execution of those processes
Ensure minimum standard level of performance across sites, and make changes accordingly
Serve as communication pipeline between site staff and other key stakeholders
Serve as the central contact for all things related to customer launches, owning the project management and delivery of new sites and expansions
Manage multiple projects and clearly communicate across internal and external cross-functional teams
Work with multiple stakeholders to manage expectations and timelines, ensuring clear and on-time project delivery
Build relationships and work cross-functionally to scope, plan and track each launch project, and drive process improvements across the organization
Proactively identify project roadblocks and mitigate risks through advanced problem solving, critical and creative thinking skills, and escalation management
Travel to site launches as needed to collaborate with Autonomy, Operations, Product, and customer teams
Travel to sites after launch as needed to review performance and provide support
Lead both internal and customer-facing meetings throughout the launch stage, providing clear updates on status and execution plans across multiple levels
Own the post-mortem reporting process, focusing on successes, problem root causes, and actionable steps for improvement
Other duties as assigned
Skills and Abilities
Success in this role typically requires the following competencies:
Exceptional written and verbal communication skills in both English and Japanese
Ability to build and maintain relationships across technical and nontechnical audiences
Flexibility to work with and adapt to changing processes, and effectively communicate changes to others
Ability to create and maintain documentation of process
Ability to identify gaps in process and documentation
Strong decision making skills
Commitment to drive results and align teams toward key performance goals
Excellent cross functional communication and collaboration skills
Qualifications and Experience
Required
At least 7 years of relevant work experience
3+ years experience as a formal people leader in a fast adapting and customer-focused environment
Written and verbal fluency in English and Japanese
Associates degree or higher in Business, Technical Operations, or related degree
Proven experience making judgment calls in ambiguous situations
Previous experience developing processes and managing projects
Excellent written and verbal communication skills across multiple platforms; strict attention to detail in every situation
Ability to work effectively with team members at all levels of the organization
Desirable
Bachelor's degree or higher in Business, Technical Operations, or related degree, or equivalent experience
Project management experience
Proven change management experience
Working knowledge of Google Suite, Slack, and Atlassian products
Physical Requirements
Standard office working conditions which includes but is not limited to:
Prolonged sitting
Prolonged standing
Prolonged computer use
Travel
required?
Moderate: 11%-25%
Benefits and Perks
Comprehensive healthcare suite including medical, dental, vision, life, and disability plans. Domestic partners who have been residing together at least one year are also eligible to participate.
Health Savings and Flexible Spending Healthcare and Dependent Care Accounts available.
Rich retirement benefits, including an immediately vested employer safe harbor match.
Generous paid parental leave as well as a phased return to work.
Flexible vacation policy in addition to paid company holidays.
Total Wellness Program providing numerous resources for overall wellbeing
Don’t meet every single requirement? Studies have shown that women and/or people of color are less likely to apply to a job unless they meet every qualification. At May Mobility, we’re committed to building a diverse, inclusive, and authentic workforce, so if you’re excited about this role but your previous experience doesn’t align perfectly with every qualification, we encourage you to apply anyway. You may be the perfect candidate for this or another role at May.
Want to learn more about our culture and benefits? Check out our website.
May Mobility is an equal opportunity employer. All applicants for employment will be considered without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, genetics or any other legally protected basis. If you believe you may need any type of accommodation, please let us know.
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