Staff Escalation Manager

Senior Project Manager - Japan

Shift Technology

Shift delivers AI agents that transform insurers' most critical work. By combining deep industry expertise and unmatched data resources, Shift provides proven results that have earned the trust of hundreds of the world's leading insurers. Our insurance-grade AI is accurate, explainable, and secure—empowering human experts to move with unmatched speed, total confidence, and a renewed focus on the people they serve.        Your browser does not support the video tag. Our culture is built on innovation, trust, and a drive to transform the insurance industry through our SaaS platform. We come from more than 50 different countries and cultures and together we are creating the future of insurance. Learn more at www.shift-technology.com   Shift Technologyは、AIで保険業務の変革に挑戦しています。私たちは、保険会社の請求処理の自動化、疑いのある請求の検知を行い、業務効率・財務実績および顧客体験の向上をサポートしています。 2014年にパリで設立以来、ボストン、東京、シンガポール、ロンドン、マドリード、メキシコ、香港、サンパウロにオフィスを開設し、また3億2,000万ドル以上を投資家より調達致しました。 現在、世界を牽引する100社以上の保険会社が弊社サービスを利用しております。 急成長しているインシュアテック（保険 x テクノロジー）業界で、グローバルな文化を楽しみ、かつ最高の技術・品質への追及に興奮（ワクワク）を覚えるならばShift Technologyは、ふさわしい場所です。   ROLE INTRODUCTION As a Senior Project Manager, you will serve as a key driver of complex and high-impact initiatives, acting as a trusted advisor to both clients and internal stakeholders. You will own project delivery end-to-end with a high degree of autonomy, proactively manage risks and escalations, and contribute to presales execution and continuous improvement across the organization. You will also support junior PMs and play a role in strengthening delivery excellence across the team. 役割 シニアプロジェクトマネージャーとして、複雑かつ影響度の高いプロジェクトを推進し、顧客および社内に対する信頼できるアドバイザーとしての役割を担います。高い自律性をもってプロジェクト全体のデリバリー責任を持ち、リスクやエスカレーションを主導的に管理するとともに、プリセールス活動や業務改善にも貢献します。また、ジュニアPMの支援・育成を通じて、チーム全体のデリバリー力向上にも寄与します。 YOUR RESPONSIBILITIES ■ DELIVERY & PROJECT OWNERSHIP * Manage large and complex projects, potentially across multiple products and business units ● Own the success of projects end-to-end with minimal supervision ● Ensure high-quality delivery across the full lifecycle of the solution * 複数プロダクトや部門を含む大規模・複雑なプロジェクトを管理 ● 最小限の支援のもと、プロジェクトの成功に対してエンドツーエンドで責任を持つ ● サービスのライフサイクル全体を通して高品質なデリバリーを実現 ■ POV / POC EXECUTION * Drive POV / POC projects to successful completion ● Translate technical validation into clear business value for clients * POV / POCプロジェクトの成功に向けた推進 ● 技術検証の結果を顧客にとってのビジネス価値へと転換 ■ STAKEHOLDER MANAGEMENT * Build strong relationships with senior client stakeholders (project sponsors, IT leaders, executives) ● Develop trusted partnerships with GTM AEs and internal leadership ● Participate in client QBRs, particularly for large or strategic accounts * プロジェクトスポンサー、IT責任者、経営層などの上位顧客との関係構築 ● GTM AEおよび社内リーダーシップとの強固な連携 ● 特に大口顧客におけるQBRへの参画   ■ AI-AUGMENTED OPERATIONAL EXCELLENCE * The Responsibility: Integrate AI into the delivery lifecycle to drive efficiency, automate reporting, and enhance resource allocation. Foster a culture where AI is used to remove manual bottlenecks. * The Ideal Fit: An AI-Forward Practitioner who uses AI technologies regularly for their own productivity and understands how to deploy these tools at a team level to gain a competitive edge. * 役割：AIをデリバリーのプロセスに組み込み、業務の効率化、レポートの自動化、リソース配分の最適化を推進します。また、手作業のボトルネックをAIで解消する文化を醸成します。 * 日常的にAIを活用して自身の生産性を高めており、それらのツールをチームレベルでも展開し、競争優位につなげられる方   ■ PRESALES & COMMERCIAL CONTRIBUTION * Proactively collaborate with Sales to support deal execution ● Provide guidance on SLAs and delivery feasibility ● Support contract negotiations (redlines, alternatives, delivery considerations) ● Participate in RFP responses, SOW definition, and commercial structuring ● Support junior PMs in sales execution activities * 営業と連携し、案件成立に向けた実行支援 ● SLA設計やデリバリー観点での助言提供 ● 契約交渉（修正提案・代替案提示など）の支援 ● RFP対応、SOW作成、商用条件の設計への参画 ● ジュニアPMの営業関連業務の支援 ■ RISK & ESCALATION MANAGEMENT * Proactively identify and mitigate risks before they materialize ● Lead end-to-end escalation management (internal & external) ● Provide guidance to clients on risk mitigation strategies ● Identify recurring risks and develop reusable frameworks and best practices * 将来発生し得るリスクを予測し、未然防止を推進 ● 社内外のエスカレーションをエンドツーエンドで管理 ● 顧客に対するリスク軽減策の提示 ● 共通リスクを特定し、テンプレートやベストプラクティスを構築 ■ RESOURCE & TEAM MANAGEMENT * Proactively identify and resolve resource constraints ● Support junior PMs in resolving resource challenges ● Mentor junior team members and share best practices * リソース課題の特定と解決を主体的に推進 ● ジュニアPMのリソース課題解決支援 ● ベストプラクティス共有および育成支援 ■ CONTINUOUS IMPROVEMENT & INTERNAL CONTRIBUTION * Drive improvements in presales and delivery processes (tools, templates, documentation) ● Identify efficiency bottlenecks and remove execution barriers ● Contribute to internal strategic initiatives ● Develop expertise in specific domains and act as a reference within the team * プリセールス・デリバリーにおけるプロセス・ツールの改善推進 ● 業務効率化の阻害要因を特定・解消 ● 社内戦略プロジェクトへの貢献 ● 特定領域での専門性確立とチームへの知見共有 ■ LEADERSHIP & TRUSTED ADVISOR ROLE * Act as a trusted advisor to influence key project decisions ● Promote industry and client best practices proactively ● Support hiring and retention efforts within the PM team * 重要な意思決定における信頼できるアドバイザーとして行動 ● 業界・顧客のベストプラクティスを主体的に提案 ● 採用・育成・定着への貢献 YOU’VE GOT WHAT IT TAKES, IF YOU * You have excellent communication skills and can simplify complex topics ● You have 7+ years of project management experience in IT and/or insurance ● You are comfortable managing complex projects independently ● You have experience collaborating with sales and supporting deal execution ● You proactively manage risks, escalations, and ambiguity ● You demonstrate leadership through ownership and mentoring others ● You are a native Japanese speaker and can communicate effectively in English ● PMP, Prince2 or equivalent certifications are a plus 求める人材 * 優れたコミュニケーション能力を持ち、複雑な内容を分かりやすく説明できる方 ● IT業界または保険業界における7年以上のPM経験 ● 複雑なプロジェクトを自律的に管理できる方 ● 営業と連携し、案件推進を支援した経験 ● リスクおよびエスカレーションを主体的に管理できる方 ● オーナーシップとリーダーシップを発揮し、他のメンバーを支援できる方 ● 日本語ネイティブかつ英語で業務遂行可能な方 ● PMP、Prince2などの資格は歓迎   Interview process *   Screening call *   Phone / video call covering personal profile, motivation, classic interview stuff *   Case study review *   Final interview with Head of Delivery         To support our permanent, full time employees at every stage of their careers and lives, we provide a competitive total rewards and benefits package. Here are the global benefits we’d like to highlight: * Flexible remote and hybrid working options * Competitive Salary and a variable component tied to personal and company performance * Multiple Learning and Development opportunities, including Focus Fridays, a half-day each month to focus on learning and personal growth * Generous PTO and paid holidays * Mental health benefits  * 2 MAD Days per year (Make A Difference Days for paid volunteering) Additional benefits may be offered by country, based on your eligibility - ask your recruiter for more information. Intern and Apprentice positions may receive some of these benefits - ask your recruiter for more details. AI tools are used to help review applications for this role. Read our AI in Recruitment Notice for what the AI considers, how to request a human review, and our most recent bias audit. At Shift we strive to be a diverse and inclusive workforce. We welcome applications from and hire people who will contribute to the diversity of our company, without regard to race, color, religion, marital status, age, national or ethnic origin, physical or mental disability, medical condition, pregnancy, genetic information, gender identity or expression, sexual orientation, or other non-merit criteria. Shift Technology is committed to providing reasonable accommodations for qualified individuals with disabilities in our application and employment process. Should you require accommodation, please email accommodation@shift-technology.com and we will work with you to meet your accessibility needs. Please be aware of scammers and only trust correspondence that comes from emails ending in "shift-technology.com". We will never do initial outreach to you via Whatsapp/Text/SMS, never ask for banking information or personal identification numbers (ex. Social Security Number) as part of our recruitment process. Shift Technology does not accept unsolicited CVs from recruiters or employment agencies in response to the Shift Technology Careers page or a Shift Technology social media post. Any unsolicited CVs, including those submitted directly to hiring managers, are deemed to be the property of Shift Technology.

Customer Care Associate

Financial Times

About us The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide. At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world. In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing. Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere. Build a newsworthy career at the FT. Our commitment to diversity, equity and inclusion  We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups. Role Overview: The Customer Care Associate is a vital link between our company and current and prospective customers. This role is dedicated to delivering exceptional service, resolving inquiries efficiently, and fostering positive relationships with our valued customer base. The associate is expected to excel in multi-channel communication, ensuring a seamless and satisfying customer experience at every touchpoint. Responsibilities:   * Customer Inquiry Resolution: Address customer concerns by clarifying issues, conducting thorough research and investigation, and providing seamless, prompt support across various platforms. * Subscription Retention: Handle incoming cancellation requests with persuasive techniques to retain customers, highlighting product benefits and offering relevant discounts as necessary. * Subscriber Engagement: Proactively engage prospective subscribers, effectively communicating the value and services of the company’s offerings across diverse communication channels. * Reporting and Escalation: Keep the team leader informed of progress and escalate customer concerns or complex issues to the appropriate teams for prompt resolution and customer satisfaction. * Data Protection: Adhere to protocols and legal regulations for the secure handling and storage of customer information, ensuring confidentiality and compliance. * Continuous Learning: Enhance knowledge and skills related to tools and product services through active engagement in training and development initiatives. * Lead Management: Process campaign leads for subscription renewals and other promotional activities, ensuring timely and efficient follow-up. * Special Assignments: Participate in and undertake special tasks and projects as assigned. Core Competencies:   * Effective Communication: Demonstrates the ability to communicate clearly and persuasively, adapting to the audience and content for maximum understanding. * Customer Focus: Identifies and meets client needs, exceeding expectations where possible. * Attention to Detail: Ensures thoroughness and accuracy in all tasks, paying close attention to all facets of work. * Results-Oriented: Aims to achieve goals and deliver high-quality work within deadlines, efficiently and effectively. * Integrity: Maintains confidentiality and adheres to ethical standards, policies, and procedures. * Collaboration: Works cohesively with team members across departments and borders, fostering a network of relationships that benefit the organisation. * Initiative: Seeks out new opportunities for improvement, suggests innovations, and takes proactive steps beyond the standard requirements. * Adaptability: Adjusts effectively to new situations and changing priorities, embracing diverse challenges and environments. * Language Skills: You have excellent spoken and written English and native Japanese at business level and can engage and persuade using multiple channels: phone, chat and email.  Customer Care Values    * Customer-Centric: We put the customer at the heart of everything we do, going above and beyond to deliver the gold-standard service our customers expect and deserve. * Collaborative: We believe in the power of individuals and teams working together across different roles and responsibilities in a respectful and open minded way so that we can deliver the best customer outcomes. * Accountable: We act with integrity, whilst taking responsibility for our performance and personal growth, to ensure that we give our best to both customers and colleagues. * Resilient: We are adaptable, flexible and brave, maintaining a positive attitude during times of challenge and change, so that we can respond to the needs of our customers and the FT. * Effective: We are creative and productive whilst remaining focused on our goals with a results driven approach so that we deliver the right outcomes for our customers and for the FT. What’s in it for you? Our benefits Our benefits vary by location, but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, and opportunities to give back to the community. Full details of our benefits are available here. We currently operate a hybrid model which requires staff to work onsite 50% of the time, subject to role requirements & regular review. While flexible working requests will be considered, not all patterns are suitable for all roles. We believe this balanced approach supports flexibility and protects our culture, making collaboration and communication easier, building stronger relationships and team cohesion, and supporting peer learning.  We reserve discretion on reasonable notice to change this approach either generally or for specific individuals or teams. Accessibility We are a disability confident employer and Valuable 500 signatory. Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email talent@ft.com and a member of our team will be happy to help. Further information At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications. Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all. Please beware of fraudulent job postings and offers claiming to be from the Financial Times. All legitimate opportunities will direct you to apply through the official Financial Times careers site, and the FT will never ask for financial information, payments, or referrals to third parties during the hiring process. If you have any concerns about the legitimacy of a job posting or suspect any scam activity, please contact talent@ft.com.  Interested in the FT but don’t see the right role yet? Join our Talent Community to receive exclusive updates, featured jobs, and insights into working at the FT.     #LI-CN1

Staff IT Operations Engineer

Coupang

DESCRIPTION About Rocket Now Rocket Now is a food delivery service with no delivery or service fees. Consumers can enjoy a wide variety of cuisines, from Japanese and Western food to healthy options, as well as desserts and drinks, quickly and affordably. The service is currently available mainly in Hokkaido, Tohoku (Sendai), Kanto (Tokyo, Kanagawa, Saitama, Chiba), Chubu (Aichi, Shizuoka), Kansai (Osaka, Kyoto, Hyogo), Hiroshima, and Kyushu (Fukuoka). Rocket Now won the Excellence Award in the Shopping Category at the Best App Awards 2025. Furthermore, it has achieved the No. 1 ranking in the Food Delivery App category for nine consecutive months on both the iOS and Android app stores (*1), and the app continues to grow, surpassing 5 million downloads in just 15 months since its launch (*2). *1 Based on integrated iOS and Android data from July 2025 to March 2026. *2 As of January 14, 2025, service release date (Source: Global Market Intelligence: Sensor Tower) About CP One Japan CP One Japan LLC is the Japanese subsidiary of Coupang, Inc. (NYSE: CPNG), a US-based company listed on the NYSE (New York Stock Exchange) and one of the Fortune 150 companies, known as a technology company. CP One Japan operates the "Rocket Now" brand food delivery service in Japan, leveraging Coupang's technological capabilities and innovative logistics solutions to provide fast, reliable, and customer-oriented food delivery services to Japanese consumers.   ROLE OVERVIEW   Rocket Now is seeking a highly experienced and results-driven Staff IT Operations Engineer to join our global Corporate IT team. This role will oversee critical end-user support functions, IT infrastructure operations, and process automation across domestic and international locations. The ideal candidate will possess deep technical expertise, excellent communication skills, and a passion for driving IT service excellence. This position reports to the Global Corporate IT Manager and plays a key leadership role in supporting Coupang's rapid growth. KEY RESPONSIBILITIES: * Lead and continuously improve IT services and endpoint operations. * Analyze and automate high-volume service tickets for greater efficiency. * Provide hands-on support for IT devices, infrastructure, and networking. * Monitor LAN/WAN/WLAN systems and troubleshoot issues in coordination with vendors. * Manage the full lifecycle of IT assets with regular reporting. * Oversee the full IT Asset Management (ITAM) lifecycle, including procurement, deployment, maintenance, and decommissioning to ensure compliance, cost-efficiency, and data accuracy across the organization. * Maintain IT asset Lifecyle policy and process for Coupang IT assets and report to IT leadership regularly. * Collaborate with business stakeholders to align IT operations with business needs. * Support IT change management and global IT project implementations. MINIMUM QUALIFICATIONS * 5-10 + years of relevant IT operations experience in a fast paced environment  * Strong proficiency in endpoint management, network troubleshooting, and IT asset management. * Excellent interpersonal and communication skills. * Solid understanding of Windows/macOS environments, Active Directory, and MDM solutions. * Experience with enterprise ticketing tools (e.g., ServiceNow). * Be able to speak both English and Japanese on a business level.  PREFERRED QUALIFICATIONS * ITIL or PMP certification. * Experience supporting large-scale user environments. * Familiarity with data center infrastructure components (e.g., UPS, CRAC, rack/power management). * Proven ability to lead process improvements and service automation initiatives.