Operations Manager (Robotics / Automation Solutions)
Overview
We are seeking an Operations Manager to lead customer success and operational excellence within a fast-growing robotics and automation company
This role focuses on managing large-scale operational environments, ensuring high service levels, and driving continuous improvement through data-driven decision-making
The position involves collaboration with cross-functional teams across engineering, data, and global support functions
The organization is focused on leveraging advanced robotics and AI technologies to transform industrial operations and improve productivity
Key Responsibilities
1. Customer Success & Operations Management
Oversee operational performance and customer success across multiple sites
Manage internal teams (e.g., field engineers, analysts) and external partners/vendors
Ensure high service availability through effective shift management, training, and performance monitoring
Proactively manage customer satisfaction and prevent churn through data-driven insights
Monitor key operational KPIs (e.g., throughput, efficiency) and implement improvement plans as needed
Lead regular reporting and communication with customer stakeholders
2. Data-Driven Operations
Collaborate with data teams to identify operational bottlenecks and root causes
Define analytical priorities and guide data-driven decision-making
Promote the use of dashboards and reporting tools to improve operational visibility
Identify upsell and expansion opportunities based on operational insights
3. Vendor Strategy & Cost Optimization
Develop and manage a hybrid resourcing model combining internal staff and external partners
Optimize operational costs while maintaining service quality and SLA performance
Manage profitability at site or project level, including cost control and margin improvement
4. Delivery Transition & Operational Setup
Oversee transition from project implementation to steady-state operations
Ensure acceptance criteria are met during system handover (e.g., testing and validation phases)
Establish operational structures and act as the main point of contact for customers post-deployment
Support smooth separation between project delivery and ongoing operations
Candidate Requirements
Experience
3+ years of experience in operations management, customer success, or consulting
Experience in industries such as logistics, warehouse automation, manufacturing, robotics, or related technical environments
Experience working with IT systems, software, or infrastructure operations is advantageous
Skills
Strong stakeholder management and communication skills
Ability to handle complex customer situations and drive resolution
Strong analytical mindset with experience leveraging data for decision-making
Ability to manage multiple teams and external partners
Language
Native or business-level Japanese (able to negotiate with clients)
English proficiency is a plus for working in a global environment
Preferred Experience
Experience managing vendors or subcontractors
Knowledge of automation technologies (e.g., warehouse systems, robotics, ERP/WMS)
Experience in financial or P&L management
Familiarity with project or service management frameworks (e.g., ITIL, PMP)
Hiring Priorities
Candidates with strong operational leadership and customer-facing experience
Individuals who can drive performance improvements using data and analytics
Professionals capable of managing both internal teams and external partners effectively
Candidates comfortable working in a fast-paced, technology-driven environment