Japanese Speaking Operations Manager

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

Job summary

VFS Global is seeking a Japanese-speaking Operations Manager for their San Francisco on-site center. You will oversee daily operations, coordinate staff, and maintain compliance with SLAs while communicating with client governments and internal teams in both English and Japanese.

The role emphasizes process optimization, escalations handling, and collaboration across multicultural teams to sustain high-quality service delivery and security standards.

Qualifications

• Experience leading daily operations in a fast-paced environment.
• Proficient in English and Japanese for written and spoken communication.
• Strong stakeholder management and issue resolution能力.
• Knowledge of compliance, risk management, and quality assurance practices.

Responsibilities

• Oversee daily operational activities within the application center and ensure high-quality service delivery.
• Manage and coordinate staff schedules, monitor performance, and ensure compliance with processes and SLAs.
• Handle escalations and support complex case resolution with internal and client stakeholders.
• Communicate effectively with internal teams, client representatives, and external partners, including in Japanese as required.
• Analyze operational data to identify bottlenecks and implement process improvements; support training and development.

Skills

Operations management

Team leadership

Stakeholder management

Data analysis

Compliance & risk

Business English/Japanese

Customer service

Cross-cultural collaboration

Education

Bachelor's degree or equivalent

Job description

Company Description

VFS Global is a global leader in trusted technology services, supporting governments and diplomatic missions in managing administrative tasks for visa, passport, and consular applications. The company focuses on secure mobility for citizens and governments, leveraging innovative technologies, including Generative AI, to increase efficiency and allow client governments to concentrate on critical assessment work. VFS Global serves 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, the organization is majority owned by Blackstone, with additional support from Kuoni and Hugentobler Foundation, Temasek, and Dubai Holdings. VFS Global is employee-centric, recognized for fostering diverse, inclusive workplaces, and holds multiple international certifications in data privacy, anti-bribery systems, and customer satisfaction.

Role Description

The Japanese Speaking Operations Manager is a full-time, on-site role based in San Francisco, CA, responsible for overseeing daily operational activities within the application center and ensuring high-quality service delivery to applicants and client governments. This role includes managing and coordinating staff schedules, monitoring performance, and maintaining compliance with established processes, security standards, and service level agreements. The Operations Manager will handle escalations, support complex case resolution, and ensure effective communication with internal stakeholders, client representatives, and external partners, including in Japanese where required. The role also involves analyzing operational data, identifying process improvements, implementing best practices, and supporting training and development initiatives for the team. The Operations Manager is expected to uphold VFS Global’s standards of customer satisfaction, ethical conduct, and operational excellence.

Qualifications

• Strong operations management and team leadership skills, including experience overseeing daily workflows, resource planning, and performance monitoring.


• Excellent communication and interpersonal skills, with professional proficiency in Japanese and English for both written and verbal interactions.


• Customer service and stakeholder management skills, with the ability to handle escalations, manage expectations, and build collaborative relationships.


• Analytical and problem-solving skills, including experience using data and metrics to identify issues, optimize processes, and improve service delivery.


• Knowledge of compliance, risk management, and quality assurance practices, ideally within government services, consular operations, or a highly regulated environment.


• Proficiency with standard office software and digital tools, with the ability to adapt to new technology platforms and operational systems.


• Experience working in multicultural, diverse teams and a commitment to inclusive, ethical, and professional conduct in the workplace.


• Bachelor’s degree in Business, Operations Management, International Relations, or a related field, or equivalent practical experience.