About Gengo:
Headed quartered in Tokyo, Gengo’s mission is to empower the world to communicate freely.
Every day Gengo's online platform helps translate millions of words into over 57 languages from customers in 114 different countries. We empower some of the world’s biggest companies (TripAdvisor, Rakuten, Alibaba, etc) as well as local small business to offer their services across borders.
And we also empower your everyday consumer to access some of their favorite content without the worry of language barrier getting in between.
About the Position:
As Business Operation Manager for our Retail Division you are directly responsible for ensuring the end to end retail customer experience. You will work across departments and across levels within the company. You will navigate mountains of data and communicate with our 11,000+ strong translator base to deliver industry leading speed and quality for the millions of orders we handle each week.
A strong candidate for this position has excellent judgement, remains cool under pressure, has a knack for quick thinking and creative problem solving, is very comfortable with technology, analytical thinking, and extra smooth with cross-cultural communication.
Responsibilities:
- Design and improve scalable methods for delivering industry leading speed on all retail customer orders
- Work with marketing and product teams to improve conversion and retention of users
- Track retail customer data, with a focus on customer type and pipeline visibility
- Monitor retail customer satisfaction to spot changes and come up with ideas to maintain the high levels of satisfaction that we currently enjoy
- Grow and improve all website resources available for Gengo customers
- Monitor the cost of retail customer-facing initiatives and manage budgets to balance resource allocation
Requirements:
- 2+ years successful experience interacting with thousands of customers, international work experience a plus
- Demonstrated ability to work with people of entirely different age groups, cultural backgrounds, and motivations
- Fast learner, able to pick up on all the ins and outs of Gengo and teach others quickly
- Proven track record of brokering consensus in challenging situations
- Basic understanding of user conversion, SEM/SEO and Google Analytics
- Strong Excel skills and data analysis
- University degree
- Native-level English, additional languages are a bonus
- Previous exposure to SQL is a bonus
Benefits:
- A shiny Macbook Air
- A respectable holiday package
- Competitive salary and equity offerings dependent on experience
- State-assisted health insurance as standard (Japan has one of the world’s best healthcare systems)
- Role is based in Tokyo, Japan or San Mateo, CA
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