Test Course Operations (TCO), Operation Platform Management (OPM), Platform Manager

About Woven by Toyota Woven by Toyota is enabling Toyota’s once-in-a-century transformation into a mobility company. Inspired by a legacy of innovating for the benefit of others, our mission is to challenge the current state of mobility through human-centric innovation — expanding what “mobility” means and how it serves society. Our work centers on four pillars: AD/ADAS, our autonomous driving and advanced driver assist technologies; Arene, our software development platform for software-defined vehicles; Woven City, a test course for mobility; and Cloud & AI, the digital infrastructure powering our collaborative foundation. Business-critical functions empower these teams to execute, and together, we’re working toward one bold goal: a world with zero accidents and enhanced well-being for all. ========================================================================= TEAM Toyota is redefining what it means to move. We're challenging the current state of mobility by enhancing the movement of people, goods, information and energy. Centered around three core concepts - A Living Laboratory™, Human-Centered, and Ever Evolving City™ - Woven City serves as a test course for mobility to fulfill our purpose of well-being for all. We do this by bringing together a diverse community of people with a shared passion for the future of mobility to co-create, develop and refine innovative products and services. This cross-section of social infrastructure, mobility, and people provides a unique opportunity for inventors, residents and visitors to interact seamlessly with new technologies throughout daily life in an environment that emulates a real city. Operation Platform Management team is responsible for planning, preparing, and operating platforms required for operations in Toyota Woven City (TWC). This position plans, prepares, and operates communication platforms required for operations and reports to the Lead of OPM. For more information about Woven City, please visit: https://www.woven-city.global/ WHO ARE WE LOOKING FOR? Toyota Woven City (TWC) develops and operates various platforms as communication channels with its client inventors, residents, tenant staff, and other related parties. Among these platforms, the Contact Center (CC) and Support Desk (SD, located in TWC) are very critical platforms, and the company not only focuses on maintaining the infrastructure and services, but also on improving the quality of communication and operations on these platforms. In this position, you will be responsible for supporting the work of other staff and team that manages CC/SD operations, and for planning, preparing, and running initiatives that will contribute to sophistication and efficiency of CC/SD. We are seeking someone with extensive related experience who can work in a positive and tenacious manner. These duties include not only daily operations, resource and cost management, and troubleshooting, but also proactively promoting improvements while keeping in mind mid- to long-term platform development. In addition, ancillary duties may include working on other communication platforms and communicating with related organizations both inside and outside the company, depending on the situation. RESPONSIBILITIES

As the on-site manager of CC/SD operations, you will be responsible for managing the daily operations, resources, and infrastructure related to CC/SD

You will be responsible for communicating with each vendor related to the communication platforms, creating necessary contracts, handling invoices, and managing the budget

You will handle various issues escalated by members responsible for daily on-site operations

Improve the sophistication and efficiency of CC/SD operations, and develop and implement mid- to long-term improvement plans

Lead communication with members inside and outside the OPM team, promote collaboration on necessary tasks, and actively mentor other OPM members who work together

Support the maintenance and operation of other communication platforms as needed

MINIMUM QUALIFICATIONS

Minimum of 10-year experience in call center operations and center management at major companies in various industries

Experience in formulating and implementing improvement plans for call center operations

Experience in service planning and development of call centers (including the installation and operation of related hardware/software)

Native-level Japanese language proficiency, enabling subtle communication with Japanese consumers and Japanese companies, including high levels of nuance understanding, and business-level English proficiency (reading, writing, and speaking) enabling communication with native English speakers

Experience using related business tools and data analysis skills

A proactive attitude to take on new tasks and new ways of promoting work

Being able to work at the TWC office (Susono City, Shizuoka Prefecture) for at least three days a week on an ongoing basis as needed

NICE TO HAVES

Experience in collaborating and managing multiple vendors simultaneously for long-term service operations 

Experience related to the hospitality business

Good communication skills with people from completely different backgrounds

Work experience in the IT industry and/or related knowledge

Work experience using Google Workspace

Bachelor degree or above