HR BPaaS Customer Solutions Manager

This full-time role is a core position in a new-business BPaaS team working to establish and expand an HR BPaaS offering for mid-sized and large companies. The service combines SaaS, BPO, and AI, and uses freee HR to deliver HR BPO services.

The role supports the full customer solution for contracted HR BPO engagements. It works between customers’ HR and labor-management personnel and the operations center (OC). Responsibilities include designing and managing OC operations for highly customized work, monitoring related operations, and leading improvement activities to maintain service quality and SLAs.

The position leads the team serving as the customer’s designated contact. It builds and maintains customer relationships, creates processes for ongoing communication, coordinates smooth cooperation between customers and the OC, and establishes a structure for regular meetings with HR and labor-management representatives. The role also designs and manages related work and organizational processes with future expansion in mind.

Additional duties include researching business requirements in a test environment and preparing internal and external materials, including research findings. The position is described as the first dedicated person in this function and is expected to lead the design of the work and organization as the service grows. It also provides feedback to product development because the BPO service uses freee HR.

The posting requires the ability to design OC-related operations, create and verify manuals, monitor and manage operations appropriately, build effective relationships between customers and the OC, conduct necessary research, and prepare detailed materials. Strong communication skills are required for customer meetings and designated contact-point responsibilities.

The job is located in Tokyo, is full-time, and offers online interviews.