The Operations organization at Niantic serves a critical role in defining, executing, and scaling outstanding programs and processes in service of our customers' needs.
As head of Operations for APAC, you will be responsible for both strategic leadership and execution of all our core Operations functions across the many markets of Asia Pacific - player support, advertising operations, trust & safety efforts and mapping and augmented reality operations. You will lead a team based in Tokyo and partner closely with Operations peers across the globe to collectively serve as the voice of the user. As a key partner to our engineering, product and design teams, you will also and enable emerging internal product development.
The role requires a strong vision for Niantic’s player, advertiser, and internal development support experience and enthusiasm for creating order out of the undefined. It also requires a passion for cross-functional collaboration, strong communication skills, and the ability to influence a globally dispersed organization.
Your success as a manager will be measured by the professional development of the team members as well as your ability to coach and lead them in defining and delivering new operations effort to enable and delight our players, advertisers, and internal customers.
Responsibilities
- Lead all aspects of Niantic’s customer experience in APAC, including strategies, policies, objectives, initiatives, vendors and people.
- Develop clear strategic roadmaps for scaled customer service delivery and player experience.
- Translate strategic roadmaps into business plans. Drive alignment across organization on experience details. Develop tangible goals and clear accountabilities. Lead plan execution and report on plan performance.
- Evaluate and develop outsourced vendor partners. Partner with vendors to deliver customer experience to established performance standards.
- Establish clear goals for the team. Foster a culture of accountability and continuous improvement. Drive team performance to deliver results.
- Evolve reporting to assess impact of customer experience metrics on Niantic’s APAC business and brand.
- Advocate for our most significant player and operational challenges and drive prioritization with our product and engineering teams.
Qualifications
- Excellent written and oral communication skills. (Proficient in English + business level Japanese.)
- Previous experience building and scaling a customer-facing support or services role within a tech company.
- Outstanding problem solver with strong analytical and quantitative skills. You are excited by the opportunity to fix something.
- You have demonstrated the ability to lead complex projects and communicate cross-functionally and across geographies with all levels.
- You are a standout colleague and self-starter with a positive, interpersonal attitude, and an ability to effectively operate with high energy and flexibility in a fast paced, constantly evolving team environment.
- Motivated by Niantic’s goal of using technology to get people outside into the physical world to experience real world social interaction.
Join the Niantic team!
Niantic is the world’s leading AR technology company, sparking creative and engaging journeys in the real world. Our products inspire outdoor exploration, exercise, and meaningful social interaction.
Originally formed at Google in 2011, we became an independent company in 2015 with a strong group of investors including Nintendo, The Pokémon Company, and Alsop Louie Partners. Our current titles include pioneering global-control game Ingress, record-breaking AR game Pokémon GO, and recently released third title, Harry Potter: Wizards Unite.
Niantic is an Equal Opportunity employer. We believe that cultivating a workplace where our people are supported and included is essential to creating great products our community will love. Our mission emphasizes seeking and hiring diverse voices, including those who are traditionally underrepresented in the technology industry, and we consider this to be one of the most important values we hold close.
We're a hard-working, fun, and exciting group who value intellectual curiosity and a passion for problem-solving! We have growing offices located in San Francisco, Sunnyvale, Bellevue, Los Angeles, London, Tokyo, Hamburg, and Zurich.
