Japanese Speaking Operations Manager

VFS Global; Los Angeles (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

VFS Global in Los Angeles, CA seeks a Japanese-speaking Operations Manager to oversee day-to-day visa application centre operations, supervise staff, and ensure adherence to client standards and SLAs.

You will coordinate workflows, monitor KPIs, and drive process improvements while collaborating with regional and global teams. Fluent Japanese and English are required, with on-site availability in LA.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Fluent in Japanese and English (spoken and written).
• Strong operations management and team leadership experience.
• Experience with KPIs, reporting and continuous improvement.
• Knowledge of compliance, data privacy, and security practices.
• Proficiency with standard office software; experience with technology-enabled service platforms is a plus.
• Experience in travel/immigration or government-related services is beneficial.
• On-site availability in Los Angeles, with occasional extended hours.

Responsibilities

• Oversee daily operations at the visa application centre and staff supervision.
• Organize workflows and monitor performance metrics to ensure accuracy, security, and customer satisfaction.
• Implement process improvements to optimize service delivery and SLAs.
• Communicate with Japanese-speaking stakeholders and handle escalated cases.
• Prepare operational reports and support audits; contribute to training and change management.

Skills

Operations management

Team leadership

Customer service

Stakeholder management

Japanese language

English language

KPI reporting

Compliance knowledge

Education

Bachelor's degree in Business Administration/Operations Management or related field

Tools

Office software

Job description

Company Description

VFS Global is a leading provider of trusted technology services that support secure mobility for governments and citizens, managing administrative tasks for visa, passport, and consular applications worldwide. The company partners with 71 client governments and operates over 4,200 Application Centres in 169 countries, having processed more than 557 million transactions since 2001. Headquartered in Zurich and Dubai, VFS Global is majority owned by Blackstone and supported by prominent international shareholders. The organization is strongly employee-centric, offering meaningful career opportunities and fostering a diverse, inclusive, and gender-equal workplace. VFS Global is recognized with Great Place to Work certifications in multiple countries and holds international certifications in data privacy, anti-bribery systems, and customer satisfaction.

Role Description

This is a full-time, on-site Japanese Speaking Operations Manager role based in Los Angeles, CA. The Operations Manager will oversee day-to-day operations at the visa application centre, ensuring efficient processing of applications and adherence to client government standards and internal service-level agreements. Key responsibilities include supervising and mentoring staff, organizing workflows, monitoring performance metrics, and implementing process improvements to maintain high levels of accuracy, security, and customer satisfaction. The role involves regular communication with Japanese-speaking stakeholders, handling escalated cases, and ensuring that policies, compliance requirements, and quality guidelines are consistently applied. The Operations Manager will collaborate with regional and global teams, prepare operational reports, support audits, and contribute to training and change management initiatives.

Qualifications

• Strong operations management and team leadership skills, including experience overseeing daily service delivery, workload allocation, and performance monitoring.


• Customer service and stakeholder management skills, with the ability to handle escalations, maintain professional relationships, and manage expectations in a high-volume environment.


• Fluency in Japanese and English (spoken and written), with excellent communication skills for interacting with applicants, staff, and client representatives.


• Process improvement and analytical skills, including familiarity with KPIs, reporting, and continuous improvement methodologies.


• Solid understanding of compliance, data privacy, and security practices, ideally within a regulated or government-related service environment.


• Proficiency with standard office software and business applications; experience with technology-enabled service platforms is an advantage.


• Bachelor’s degree in Business Administration, Operations Management, or a related field, or equivalent professional experience.


• Prior experience in travel, immigration, consular services, or a similar service industry is beneficial.


• Ability to work on-site in Los Angeles, CA, with flexibility to adapt to changing operational needs and occasional extended hours.