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About the Role

We are seeking a seasoned and strategic leader to spearhead the launch of customer service operations in Japan and oversee service delivery for one of our most important clients in the region. This role demands a strong background in customer service, project management, and stakeholder engagement, with proven experience leading large teams and complex, cross-functional initiatives.

Responsibilities

• Lead end-to-end setup of customer service operations in Japan, including contact center architecture, staffing, process design, vendor selection, and local regulatory compliance.
• Serve as primary delivery lead and client liaison for a high-value regional account, managing expectations, escalations, and regular service reviews.
• Define and monitor service performance metrics (SLAs, KPIs), drive continuous improvement, and implement quality assurance and workforce management processes.
• Develop and execute the Japan launch project plan, managing timelines, resources, risks, and cross-functional communications.
• Create and maintain training programs, SOPs, escalation paths, and service workflows tailored to the Japanese market and client requirements.
• Coordinate closely with Product, Technology, Compliance, and HR to ensure integrations, security controls, hiring, and onboarding are aligned to launch milestones.

Requirements

• 10+ years of experience in designing and implementing enterprise contact center platforms and omnichannel routing architectures (e.g., Genesys Cloud, Amazon Connect, Cisco Finesse).
• 8+ years of experience in payments systems operations and integration, including ISO 20022 messaging, payment reconciliation workflows, and settlement processes.
• 8+ years of experience implementing and maintaining security and data protection controls, including PCI DSS and Japan’s Act on the Protection of Personal Information (APPI), for customer service environments.
• 8+ years of experience in program and project management using PMP/PRINCE2 methodologies and tools such as Microsoft Project, Smartsheet, or Asana.
• 6+ years of experience integrating and configuring CRM and customer service platforms such as Salesforce Service Cloud, ServiceNow, or Zendesk, including API integrations.
• 6+ years of experience with workforce management, quality assurance, reporting and analytics tools for contact centers (NICE, Verint, Tableau, Power BI).
• 6+ years of experience in professional fluency in Japanese and English for client-facing communication, documentation, and stakeholder coordination.

Skills

• Genesys Cloud
• Amazon Connect
• Cisco Finesse
• ISO 20022 messaging
• Payment reconciliation workflows
• Settlement processes
• PCI DSS
• Japan’s Act on the Protection of Personal Information (APPI)
• PMP
• PRINCE2
• Microsoft Project
• Smartsheet
• Asana
• Salesforce Service Cloud
• ServiceNow
• Zendesk
• API integrations
• NICE
• Verint
• Tableau
• Power BI
• Japanese
• English

Location

• Japan

Work Type

• Full-time

Experience Level

• 10+ years
• 8+ years
• 6+ years

Education Level

• PMP, PRINCE2, or Agile/Scrum certification

About the Company

• Fiserv is a global leader in Fintech and payments, and we move money and information in a way that moves the world.
• We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely.
• There's a reason why Fiserv is the global leader in information management and electronic commerce systems for the financial services industry.
• It's our people. If you are a talented professional who gets excited by the challenge of helping Fiserv lead the transformation of financial services technology for our clients' benefit, we encourage you to explore career opportunities with Fiserv, where turning possibilities into realities is the norm.

Equal Opportunity

• Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.