Head of Operations Japan

About the role:

You will be the single accountable owner of client outcomes and delivery economics in Japan. Leading Customer Success, Delivery and Data Science, you will make sure our clients get measurable value from our solutions, and that the business stays healthy, with gross margin and customer retention as your core targets.

• Client facing: Act as the senior point of contact for client executives and sponsors, own the health of each strategic account, translate expectations into strategies, and risks into plans.
• Operations leader: Drive and align a local team of Data Scientists (FDEs), Project Manager and Customer Success Managers to deliver value to our clients through strategy, plans, scope controls and clear commitments.
• Account strategy: Define and report value in business terms, build and maintain a 3, 6 and 12 month plan for each client (KPIs, stakeholders, milestones) to secure long term relationship
• Solutions Strategy: Identify client and market trends to propose and deliver localized solutions
• Delivery and margin: Ensure reliable delivery, from release management to incident handling, and manage gross margin through capacity planning and cost to serve analysis
• People and team: Lead hiring, development and retention of a talented team for scalable and resilient operation. Manage performance through clear individual objectives tied to client outcomes.
• Global bridge: Connect the Japan team with global expertise and best practices, and report regularly to leadership on account health, margin and risk

Localization:

• Tokyo, expected presence in the office 3 days/week
• Expected onsite visit to clients, and occasionally to HQ in Paris.

Reporting:

• You will primarily report to the Global Head of Delivery (ExCom member), with a dotted line to our Managing Director in Japan (Go To Market organization)
• Data Science, Project Managers and CSM in your Tokyo Office will report to you directly, with dotted lines to our local leadership in the region, acting as technical leadership.
  
  

About you:

• 7+ years of experience leading delivery and customer success teams in enterprise SaaS, ideally serving insurers or other regulated industries
• Track record of owning client outcomes and renewals, including managing senior executive relationships and difficult situations
• Strong commercial and financial mindset, comfortable managing margin, capacity and cost to serve
• Solid understanding of data and AI solutions, enough to challenge technical teams and judge product fit with client needs. Ability to work with both technical and business experts to drive alignment.
• Ability to set up clear processes and accountability across functions, and to make decisions with incomplete information
• Experience managing performance and developing teams, including making tough people decisions
• Collaborative approach with global teams and a taste for sharing best practices across regions
• AI-first mindset: naturally weaving AI into your daily workflow to elevate how you lead teams, ship work, and deliver standout value to clients. 
• Possessing native-level proficiency in Japanese and full professional fluency in English, with extensive experience communicating effectively in high-stakes corporate settings

Interview Process:

1. Talent Acquisition
2. APAC Delivery and Data Science leadership
3. Country Manager Japan
4. Global Head of Delivery with a cross-functional executive panel
5. Chief People Officer