Japanese Speaking Operations Manager

Company Description VFS Global is the global leader in trusted technology services that support secure mobility for governments and citizens, managing visa, passport, and consular application processes worldwide. The company handles administrative and non-judgmental tasks, enabling client governments to focus on critical assessment functions while improving efficiency and customer experience. With over 4,200 Application Centres in 169 countries, VFS Global serves 71 client governments and has processed hundreds of millions of transactions since 2001. Headquartered in Zurich and Dubai and majority owned by Blackstone, the company is committed to ethical technology use, sustainability, and robust compliance standards. VFS Global is an employee-centric organization recognized for its diverse and inclusive workplace and holds multiple international certifications related to 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. This role oversees daily operations for visa and consular application services, ensuring adherence to VFS Global’s protocols, service-level agreements, and compliance requirements. Responsibilities include supervising teams, managing workflow and resource allocation, monitoring performance metrics, and driving continuous process improvements. The Operations Manager serves as a key point of contact for client government representatives, addresses escalations, and ensures that all communications and documentation in Japanese and English are accurate and timely. The role also involves training staff, maintaining high customer service standards, and collaborating with cross-functional teams to support operational excellence and business objectives.Qualifications Strong operations and team management skills, including experience overseeing daily service delivery, workflow optimization, and performance monitoring.Fluency in Japanese and English, with excellent written and verbal communication skills for internal and external stakeholder interactions.Experience in customer service or client-facing roles, with the ability to handle escalations, resolve issues, and maintain a professional, service-oriented approach.Knowledge of compliance, quality control, and process improvement methodologies, ideally within a regulated or government-related environment.Proficiency with office productivity tools and operational reporting, with the ability to analyze data and implement action plans based on findings.Bachelor’s degree in Business Administration, Operations Management, or a related field, or equivalent practical experience.Demonstrated ability to work in a multicultural environment and support diversity, equity, and inclusion in the workplace.Prior experience in travel, consular services, or service center operations is an advantage.