Customer Services Operations Manager

Disrupting an industry isn’t easy! DAZN streams more hours of live sports than any other company anywhere in the world!

As the Customer Services Operations Manager, you will play a vital role in delivering an excellent customer experience and driving operational excellence across our Japanese market and global CS network. In this role, you’ll lead performance improvements, champion the voice of the customer, and ensure DAZN fans receive world-class service.

You will manage relationships with in-house teams and third-party suppliers, ensuring performance, quality, and efficiency are consistently achieved. You will work closely with Operations, Marketing, Product, Commercial, Technical, and external partners to ensure our customers’ needs are heard and acted upon.

You will be joining an established Customer Services team responsible for providing a world-class service to our growing subscriber base. Your role will include defining KPIs, reducing contact rates, improving training and coaching programs, and ensuring readiness for new product launches. You will also be a key voice for customers, influencing change and driving continuous improvement in quality standards.

Department

85-432 - Customer Services

Employment Type

Permanent - Full Time

Location

Japan - Tokyo

Workplace type

Hybrid

What You'll Be Doing:

• Champion the voice of the customer across the business to influence product and process improvements
• Identify ways to reduce customer contact rates and lead the implementation of solutions that enhance customer experience
• Drive CS performance across in-house teams and suppliers to consistently meet KPIs and SLAs
• Provide actionable insights through data analysis and reporting to inform strategic decisions
  Build and maintain strong relationships with key operational leads to ensure service excellence        

What You'll Bring:

• Fluency in Japanese and English, both written and spoken
• Experience managing stakeholders and influencing senior decision-makers
• Experience managing Customer Service operations, ideally across multiple countries
• Strong analytical skills and a problem-solving mindset

【Even better】

• A clear and concise communicator who can inspire confidence
• Adaptable and comfortable working in a fast-paced, 24/7 environment
• Passionate about global sports

Benefits

• Social security included (Health care insurance, Employee pension scheme, Employment insurance, Labour personal accident insurance)
• Annual Health Exams
• Annual paid leave of 15 days (pro-rated depending on the start date) 
• Benefit One – employee benefit package (access to more than 50,000 services such as discounts in sports clubs, leisure facilities and physical exams) 
• Company doctor (monthly inspection of office as well as stress check)
• Free subscription on DAZN 
• Access to free tickets for every J-league game and occasionally for other sports 
• Paid commuting allowance up to 30,000 yen a month

About DAZN

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be. 

As part of our team, you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop. 

DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:  

Agility and creativity fuel growth and innovation, to Make It Happen. 

Prioritising what matters drives progress and positive outcomes, Focusing On Impact. 

Collective ambition builds optimism and success, in order to Win As One. 

At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. 

If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.

Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.

We look forward to hearing from you.