Assistant Operation Manager - Customer Service, Japanese speaking
About the job
- A bachelor's degree or equivalent diploma is required.
- Experience managing large and diverse teams across multiple workflows in a fast-paced environment, including handling rapid change and ambiguity.
- At least 2 years of people management experience as a senior manager in fraud and risk operations in payment systems, including fraud chargebacks, customer complaints, and escalations.
- At least 10 years of operations experience, preferably in the BPO/ITES industry.
- At least 7 years of people management experience, including managing managers, and a desire to develop team members.
- Empathy for social community platform users and a commitment to providing exceptional user experience and support.
- Ability to work in global operations teams, design business operations, address complex problems, and develop team members.
- Significant experience in a complex, fast-paced environment.
- Excellent written and verbal communication skills.
- Manage overall performance and governance of Statements of Work with Vendor Account Management and Business Development, and manage day-to-day operations according to SOW requirements and service-level agreements.
- Identify and resolve service delivery issues promptly, implement preventative measures, and manage transitions during setup or expansion phases.
- Establish vendor infrastructure and resources, including technology, finance, human resources, security, facilities, and communications; install service delivery processes and service-level reporting mechanisms.
- Manage, mentor, and support the career development of Managers, team leads, and Agents; help achieve low attrition and high employee engagement; and escalate business risks to the client and stakeholders.
- Lead Managers and drive process delivery and excellence through monitoring and critical input.
- Investigate customer complaints and appeal cases, including user appeal documentation, user analysis, and trend analysis.
- Review completed transactions flagged as high risk for potential fraud, share fraud trends with the fraud strategy team, follow chargeback standard operating procedures, and handle representment cases.
- Guide the team to complete chargeback cases within service-level agreements and deadlines, ensuring representment documents are gathered correctly and matched to the chargeback reason.
- Provide mentorship, guidance, and career development to direct reports and team members; lead the team through a transition to develop problem-solving, critical-thinking, analytical, and technical capabilities for scalable solutions.
- Establish team goals and execution strategies with direct reports, measure progress, and share results.
- Deliver projects involving quantitative analysis, industry research, and strategy development, collaborating with global cross-functional teams to develop analytical approaches and solutions.
- Identify actionable insights, recommend improvements, and influence team strategy through effective communication.
- Protect the client ecosystem, prevent fraudulent activity, enforce terms of service and policies, and ensure compliance across a global user base.
- Drive Managers and Operations teams to deliver added value, continuous improvements, and productivity and quality gains.
- Execute client and leadership decisions through the change management process.
- Maintain effective client relationships through proactive communication, plans of action, and closed-loop follow-up.
- High cultural awareness of political and social situations.
- Proficiency in English and Japanese.
- Ability to build positive client relationships to create new business opportunities.
- Ability to identify process risks and improvement opportunities and suggest solutions.
About the company
Teleperformance provides outsourced customer experience management for global brands, handling customer interactions across multiple channels such as phone, chat, email, and social media. Its offerings combine trained contact center agents, technology platforms, and analytics to manage and optimize customer journeys for clients. The company’s global scale, long industry experience, and history of strategic acquisitions help it deliver consistent service across many countries and industries while maintaining strict quality standards. Its goal is to help brands improve customer interactions, increase efficiency, and focus their own resources on core business activities.
Company Size
10,001+
Company Stage
IPO
Headquarters
Paris, France
Founded
1978
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Simplify's Take
What believers are saying
- H1 2026 core services excluding Trust and Safety grew 2.3% like-for-like.
- H1 2026 recurring EBITA margin held 13.6% despite 1.7% like-for-like revenue decline.
- Management targets €150-170 million 2026 AI savings and €800-850 million free cash flow.
What critics are saying
- LanguageLine and ZP Better Together face union fights, NLRB charges, and congressional scrutiny in 2026.
- Trust and Safety revenue fell after client automation, proving AI directly cannibalizes Teleperformance work.
- If brands move CX agents in-house, Teleperformance’s 2028 growth targets collapse.
What makes Teleperformance unique
- Teleperformance runs 500-plus AI projects under Jorge Amar’s 2026 Future Forward plan.
- TP.ai Data Services gained Agents Only in June 2025 and ZP Better Together in 2026.
- Exclusive Sanas reseller rights and a $13 million equity stake deepen speech-AI capability.
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Benefits
Remote Work Options
Flexible Work Hours
Paid Vacation
Health Insurance
Dental Insurance
Employee Referral Bonus
Company News
/PRNewswire/ -- Global digital services leader TP today announced it has acquired artificial intelligence (AI)-enabled crowdsourcing gig work platform Agents...
Everest Group assessed 18 leading providers globally for its Experience-Driven Integrated BFS Operations PEAK Matrix® Assessment, evaluating their capabilities in delivering integrated services across key domains, including retail banking, lending, and payments. TP was recognized as a Leader for its expertise, its experience in the banking and financial services industry, technology, and customer-centric approach, with a suite of banking and financial services solutions including account servicing, customer onboarding, credit evaluation, and payments processing. "By recognizing buyers' desire for end-to-end services, TP created its OneOffice offering for delivering integrated front-to-back operations across lending, payments, and financial crime segments," says Suman Upardrasta, Vice President, BFSI at Everest Group. "TP possesses its in-house technology as well as the digital services expertise of the recently acquired Majorel, which address the rising demand for digitally driven operations. These capabilities have earned it recognition as a Leader in Everest Group's Experience-Driven Integrated BFS Operations PEAK Matrix® Assessment.". In naming TP a Leader in the assessment, Everest cited TP for its extensive operational scale and technology, including its digital services arm TP Infinity and TP's strengthened global presence
A Nigerian national working as a TikTok content moderator for Teleperformance Kenya was found dead in her apartment in Nairobi. The deceased, identified as Ladi Anzaki Olubunmi, had reportedly been missing from work for three days before her colleagues raised concerns, leading to the discovery of her body on March 7, 2025 at her apart at Studio 103 in Lower Kabete, Nairobi.Olubunmi, who had been working in Kenya for over two years, was allegedly struggling with work-related stress and had expressed a strong desire to return home to Nigeria. Reports indicate that she faced difficulties obtaining the necessary travel permits, preventing her from visiting her family for an extended period.Teleperformance Kenya, the outsourcing firm contracted to moderate content for TikTok, has denied allegations that Olubunmi was denied leave. In an official statement, the company termed the claims as “baseless and untrue.” The firm also refuted accusations that employees lacked proper work permits that restricted their ability to travel home.Following Olubunmi’s tragic death, her family is now facing financial constraints in repatriating her body to Nigeria. With the high costs involved, they are reportedly considering the possibility of laying her to rest in Nairobi. The incident has sparked renewed scrutiny into working conditions for content moderators, particularly those employed by third-party firms
Sanas partnership highlights Teleperformance's (TP) growth strategy of pursuing investments in advanced artificial intelligence to deliver enhanced customer experience management services to broad client base. TP becomes exclusive reseller of Sanas speech understanding technology for many of the world's biggest organizations and most valued brands. TP makes equity investment of approximately $13 million in Sanas
The demand for voice and speech recognition technologies is massive — and growing. An analysis by market research firm Markets and Markets found that the sector could be worth over $28.1 billion by 2027. There’s no shortage of vendors providing voice and speech recognition solutions, but some newer upstarts have managed to carve out niches. Sanas is a good example. Founded in 2020, the company develops software that uses AI to adjust a speaker’s accent in real-time. “At Sanas, we believe that while technology is transforming the industry, it shouldn’t replace human connection, but rather, enhance it,” Sharath Keshava Narayana, Sanas’ co-founder and president, told TechCrunch