Program Operations Lead

Program Operations Lead (Japanese speaking) Company Description We’re a high-impact, global nonprofit social enterprise that believes in using technology for the greater good. Since 1987, we’ve been building partnerships and alliances with individuals, corporations, nonprofits, and governments across the globe – all committed to helping nonprofits fully access the profound power of technology and a connected world — and use it to improve lives. But we won’t stop there: as technology and global needs change, so do we. We’re creating new, community-driven platforms and mobile apps and are enhancing our offerings so that nonprofits around the world have the resources they need to build a brighter future for millions of individuals. We’re innovators, leaders, influencers, social entrepreneurs, and technologists drawn together by a shared vision: to make the world a better place through technology. Join us Role Description As a Program Operations Lead you will focus on supporting and coordinating operations of TSGN Programs across territories. They will be responsible for ensuring and improving the program's performance, productivity, and efficiency through effective methods. This position reports directly to Senior Director, TSGN. Duties and Responsibilities Manage established processes and procedures, drive improvements as appropriate to resolve enquiries, issues, or problems. Control and maintain operational documentation to ensure that the program operates within defined guidelines and procedures. Respond to all queries and concerns raised by TechSoup’s Network of NGO beneficiaries. Support the delivery of TechSoup’s core programs including but not limited to the NGO validation. Process and the delivery of technical discounts, donations, services, and learning resources for defined territories. Provide advice to TechSoup’s network of NGO beneficiaries as it relates to the catalog of technology discounts and donations, support services and learning resources. Navigate all relevant support lines such as email, phone and social media. Maintain data accuracy across all platforms relevant to TechSoup’s core programs and translate content where necessary. Coordinate with other customer support staff within TechSoup Europe and/or PNGOs to ensure timely and effective resolution of varying customer support inquiries/concerns. Review and improve operational processes regularly; and document the change and deploy resources based on individual skills, and business priorities and needs. Actively engage with current technology partners and broaden their involvement in capacity development opportunities throughout the region. Acts as an effective and helpful member of our organization, demonstrating personal leadership, initiative, and drive. Participate in the out of hours support plan as necessary. Work in direct and close collaboration with the teams globally. Qualifications: Fluency in Japanese and English BA or other advanced degree from an accredited college or university in a relevant field strongly preferred Proven experience with operations management, including optimizing customer service, adherence to SLA and KPI targets and driving improvements in Customer Satisfaction Ability to develop effective relationships with internal and external stakeholders Strong IT knowledge (management platforms, ticketing systems, process, and project management tools) Understanding of the non‑profit organizations’ technology needs is an advantage Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Management and Manufacturing Industries Computer and Network Security #J-18808-Ljbffr