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Publication date 2024/04/12

Tokyo,6.0M ~ 8.0M

本職では、コーポレート IT の企画、設計、構築、および運用に関するエンジニアリングを担当します。

ーゼロトラストセキュリティを目指した IT インフラストラクチャの構築
ー社内の IT サポート (二次対応)

Technical Lead /Global Product Development Group /Tokyo

Publication date 2024/04/12

Tokyo,8.0M ~ 12.0M

About the company

Established in April 2021 as a development organization tasked with the implementation of all kinds of mobility services, is the global mobility service brand of a Global Leader Automotive Company (Japan).

We have about 300 employees in various positions including mobile engineers, front-end and back-end engineers, infrastructure engineers, data scientists, designers, and product managers; about 25% of our employees are international members.

We are a company that combines a stable environment with a venture mindset and the drive to take on new challenges.

About Global Product Development Group

The Global Product Development Group is responsible for the overall planning, design, development, and implementation of the system platform supporting the growth of the business in various countries. We have worked on solutions involving ID integration, global apps, digital coupons, business systems for mobility services, and more.

The team is constantly growing, and you will have plenty of opportunities to get involved in building new global products and projects from scratch. Our team consists of members from various nationalities/backgrounds, and we focus on daily discussions and active communication and the introduction of technology and design of the overall architecture in line with business objectives. We also have many opportunities to work with overseas businesses and engineers - our communication here is usually done in English.

Job Description

As an expert in the business, you will participate in the design, development, and implementation process based on business requirements. Leading a development team of 5+ people, you will work with programme managers and business analysts to understand the end-to-end application stack and develop automobile leasing and related service systems. You will work hands-on with development staff to design, develop, and implement solutions and ensure delivery focused on quality, deadline, and cost.

What you'll do

- Design, development, implementation, maintenance, and operation of business systems for car leasing operations and related services.
- Design, development, and implementation of integration with peripheral systems such as CRM, accounting, dealer systems, and external services.
- Acting as the tech lead for the team, facilitate, evaluate, and implement technical policies, evaluation, and implementation of the overall architecture aligning with business requirements and growth strategies.
- Lead the technical aspects of project design and work planning, including estimation, scope definition, resource allocation, and budget
- Source code review
- Create and implement release procedures and their mechanisms
- Level 3 response to escalated incidents and inquiries in collaboration with the support team.

Why this position?

You will lead a Global Leading Automotive Company's new global business from an engineering perspective. You will be involved in transformative initiatives, such as MaaS, mobility and sharing, and play a part in changing people's lives to be more affluent, convenient and enjoyable.
This role is closely aligned with the business side, allowing you to see how the systems you develop contribute to the overall business and experience business growth from an engineering perspective.
Here projects are created in an environment where there is a lot of uncertainty, because we are realizing a service that does not yet exist in the world. This is an environment where you can easily utilize your experience and perspective in order to make that uncertainty a certainty.
You will participate in the process of creating what will be the norm 10 years from now, not as an audience member, but as an actor. You will collaborate with Parent Company stakeholders and other companies to realize a way of selecting and using cars that has never existed before.

The Global Product Development Group is expected to design and develop global systems for Full Service Lease and supporting services. This position will go beyond mere system development and will step into the essential issues of the business sector, and contribute to the design of systems that contribute to the growth of our global business.

Manager Customer Support

Publication date 2024/04/12

Tokyo,8.0M ~ 10.0M

The Opportunity:

We are seeking a Team Manager for our Customer Support Team. We are looking for someone passionate about customers that will play an instrumental role in ensuring the operational success of our customer contact center.

This role is responsible for management of a team of product and service delivery experts, you will help model the behaviors and tactics that are expected from our agents to deliver world-class support. Managing issue escalations, working with account managers, employees and outside partners to find timely resolution. Conducting reviews on in-process tickets to confirm accurate technical execution, timely handling, and superior customer service. Leading departmental initiatives for new programs and solutions to enhance SMB-C service offerings and customer service. Help your team acquire the appropriate support and training necessary to perform their jobs. Monitor and increase morale through effective leadership, management and coaching skills and drive recognition of outstanding team performance. Engaging in 1-1 sessions with direct reports and establishing goals & objectives, ensuring both employee and company needs are being met. Working with senior management to ensure consistent performance and messaging to a growing international support team.

You are great at:

Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; adhering to all Policies and Procedures.
Managing contact center aspects of the business and achieve all targeted KPIs, including customer satisfaction, service levels, on-time, escalation quality
Working with Workforce Management to efficiently schedule staff to handle 7x24 call volume, including after hours on-call support
Aligning Support resources to partner with professional services and other internal customer facing teams to provide support coverage for especially complex and technical issues preventing customer success.
Understanding internal structure and build interdepartmental relationships
Understanding the policies and procedures of Customer Care
Effectively monitor and coach engineers on their interactions with mandatory Quality Coaching Goals
Leading and coaching a high performing team of engineers
Drive innovation and continuous improvement in Customer Care
Manage and/or contribute to support related projects

What it takes:

A track record of good judgment and decision-making in positions with significant responsibility
Highly autonomous and able to independently identify high value projects and drive them to completion
Demonstrated leadership capability in cross-functional team environments
High degree of comfort with complex technical environments
Having and being able to articulate/defend an informed opinion on important topics


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