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About the Role

Own the operational health and continuous improvement of BSS operational processes, serving as a key liaison between business stakeholders and technical teams to deliver operational excellence. Identify operational bottlenecks, lead process improvement initiatives, and ensure BSS systems and workflows align with business goals and customer needs.

Responsibilities

• Proactively identify systemic process bottlenecks and operational inefficiencies impacting delivery quality.
• Perform root cause analysis on business-impacting processes, focusing on process gaps and business logic errors.
• Work cross-functionally to design and spearhead continuous improvement projects to streamline workflows, reduce manual intervention, and improve cycle times.
• Define, track, and report on key operational performance metrics (KPIs) to identify trends, drive improvements, and justify investments.
• Act as the primary conduit between Business owners, Product Management, Engineering, and Operations teams.
• Define and manage the roadmap of operational / system enhancements and fixes, aligning priorities with business impact, revenue generation, and customer/employee experience.
• Lead the documentation of new processes, creation of training materials, and support for the adoption of new system features or operational workflows.
• Participate in business-focused post-mortem reviews and Root Cause Analysis (RCA) to document lessons learned and drive preventative process changes.

Requirements

• Proven experience in business requirements gathering, process mapping, and functional design within an agile, enterprise-grade environment.
• Proven ability to analyze complex data to identify trends, diagnose process failures, and support decision-making.
• Proven experience in KPI creation, management, and reporting.
• 5+ years of experience in identifying, analyzing, and driving operational process improvement initiatives.
• Knowledge of Software Development Life Cycle.
• Exceptional stakeholder management skills; ability to articulate complex technical challenges to non-technical business leaders and vice versa.
• Proven Project Management experience.
• Demonstrated proficiency using business and data analysis tools (e.g. Power BI, SQL, SAP).
• Proven proficiency in data visualization.
• Experience with ITSM methodologies and tools (ServiceNow/Jira/Confluence).
• Experience working with Japanese customers, strong organizational skills, and a commitment to quality and compliance.
• Bachelor’s degree in Business Administration, Computer Science, Information Technology, or related field.
• 5+ years of experience in Telecom BSS / Order Management and billing processes, with a deep understanding of the end-to-end order lifecycle.
• Experience with ITSM methodologies (ServiceNow/Jira).

Skills

• Business Analysis
• Process Mapping
• Functional Design
• Agile Methodologies
• Data Analysis
• KPI Management
• Root Cause Analysis
• Process Improvement
• Software Development Life Cycle (SDLC)
• Stakeholder Management
• Project Management
• Power BI
• SQL
• SAP
• Data Visualization
• ITSM Methodologies
• ServiceNow
• Jira
• Confluence
• Telecom BSS
• Order Management
• Billing Processes

Location

• Japan
• India

Work Type

• Full-time

Experience Level

• Senior
• 5+ years

Education Level

• Bachelor's degree

About the Company

• The BSS Ops Department includes team of 100 members located in Japan and India.
• BSS Operations teams are normally aligned to key BSS workflows (incl. Front End, Order Management, and Billing) and key functional areas (incl. change management, customer support, incident management, etc.).
• Our highly diverse team includes new graduates, mid-career professionals, and members representing over 10 different nationalities.
• Our mid-career hires come from a wide range of industries and backgrounds.
• In terms of language use, communications with Business stakeholders are in Japanese and English, while conversations with technical teams are mainly in English.