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

Candidates most successful in this role typically hold the following qualifications or comparable knowledge or 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 & 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. Below, you have the opportunity to share your preferred gender pronouns, gender, ethnicity, and veteran status with May Mobility to help us identify areas of improvement in our hiring and recruitment processes. Completion of these questions is entirely voluntary. Any information you choose to provide will be kept confidential, and will not impact the hiring decision in any way. If you believe that you will need any type of accommodation, please let us know.

Note to Recruitment Agencies: May Mobility does not accept unsolicited agency resumes. Furthermore, May Mobility does not pay placement fees for candidates submitted by any agency other than its approved partners.

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