As Senior Manager, you will be responsible for fulfilling the following responsibilities:

• Lead and manage the day-to-day operations of Club, which includes heading up a team of 6-8 supervisors and <40 Club Counselors.

Maximize performance and efficiency through continuous innovation and process improvement.

Introduce KPI management by training Supervisors to monitor and manage contact stats to improve team performance.

Guide and coach Team Members to balance productivity and quality depending on each situation. 

Motivate Team Members to bring out their best and continuously invest in their skills to deliver higher value. 

Help build HGV culture within Club based on our new brand architecture.

Take lead in managing and resolving Member issues and complaints escalated by Supervisors and Club Counselors.

Hire new Supervisors and Club Counselors by working closely with Talent Acquisition. Control attrition to avoid unexpected gaps.

Drive self-service by increasing transactions via our website and app in close coordination with the digital experience team.

Work cross-functionally with peers/colleagues in Club Orlando, Japan/Hawaii Sales, Marketing, Direct Marketing, Resort Operations to provide the best experience for our Members.

Other tasks/duties that were assigned by the superior.

Required Qualifications

BA/BS in business, marketing, operations or engineering

Minimum 10 years in a customer facing function

Minimum 5 years in a professional call center or customer service related supervisor role

Working experience in an international work environment

Strong conflict resolution skills including complaints handling and negotiation

Excellent verbal and written customer communication skills in Japanese and English

Experience in continuous improvement to drive efficiency and reduce waste

Ability to motivate, coach and inspire others.

Must be a detail oriented, self-motivated problem solver with team building and leadership skills.

People management and coaching/mentoring experience

Eligible to work in Japan

Flexible work our shift including working in night time and weekends /holidays.

15% Travel

Preferred Qualifications

Minimum 2 years of professional customer service experience preferably in an inbound call center environment

Self-starter, flexibility to work in fast-changing environments and ambiguous situations

Experience in working across cross-functional teams and functions in an international setting