Position: Program Manager – Extended Warranty Services (EWS)
Location: Tokyo, Japan
Department: Customer Success Division
Employment Type: Full-time
Posting Date: July 2025
About the Company
This global technology care provider helps customers enjoy technology with peace of mind by resolving issues related to digital devices and home appliances—such as smartphones and consumer electronics—through innovative systems, support services, and compensation programs. The Japan entity, with two decades of history, specializes in end-to-end solutions including consulting, contact center operations, logistics, and customer service programs offered through partnerships with telecom carriers and major retailers.
About the Team – Extended Warranty Services (EWS)
The EWS team delivers warranty extension programs that lengthen product coverage beyond standard manufacturer guarantees. These services support a wide range of product categories, including electronics, PCs, musical instruments, home appliances, and assistive devices. With more than a decade of experience in this space, the team continues to evolve its offerings to meet client and market needs.
Position Overview
As a Program Manager for the EWS business, you will oversee several client programs and play a key role in scaling operations and enhancing program quality. Responsibilities include contract negotiations, service planning, operational oversight, financial management, and stakeholder collaboration. This is a high-impact role reporting directly to a senior executive in client sales, with future career development opportunities in newly launched business initiatives.
Key Responsibilities
Program Management
Lead and manage EWS programs across multiple clients
Develop initiatives to increase subscribers, improve pricing strategies, and reduce costs
Monitor program-level financial performance and provide recommendations for improvement
Implement continuous quality enhancements across all service programs
Client Support & Contract Management
Negotiate contract terms, renewals, and pricing with clients
Collaborate with partners on service design and implementation
Propose and launch new services and tailored client solutions
Internal Collaboration & Operations
Coordinate with departments such as planning, operations, and finance
Oversee insurance-related contract management and claims processing
Act as escalation contact for issue resolution and problem-solving
Strategic Planning & Business Growth
Contribute to mid- and long-term strategic planning for the EWS division
Opportunity for career growth into product management roles in new business units (Go-To-Market leadership)
Required Qualifications & Skills
Experience in program or service management, or B2B sales experience within telecom or MVNO sectors
Strong negotiation and client communication skills
Solid understanding of financials (e.g., business profitability, revenue-cost analysis)
Highly logical, adaptable thinker with strong internal and external coordination abilities
Proactive mindset with a positive approach to problem-solving and team collaboration
Terms of Employment
Employment Type: Full-time (permanent)
Probation Period: 3 months
Working Hours: 9:00 AM – 6:00 PM (1-hour break); flexible working available
Holidays: Weekends, national holidays, New Year holidays
Remote Work: Hybrid work model available
Paid Leave: Up to 20 days/year (based on hire date and tenure)
Additional Leave: Special leave, refresh days, parental/nursing care leave
Compensation & Benefits
Salary: To be disclosed prior to first interview
Annual Salary Review: Conducted in March, based on company and individual performance
Insurance: Health, pension, unemployment, and workers’ compensation insurance
Health & Wellness: Regular health checkups, EAP (employee assistance program)
Retirement Plan: Available (defined contribution pension, etc.)
Learning & Development: Training programs and education subsidies available