Team Lead, Business Operations

The Team Lead, Japan HAPI Program owns the day-to-day execution and performance of the Japan HAPI reservations program. This role provides hands-on operational leadership for contractor management, workflow oversight, quality assurance, compliance, escalation prevention, and service quality for Japanese partners, with particular focus on key brands and high-sensitivity accounts. The Team Lead works closely with Business Operations leadership and cross-functional partners to ensure schedule updates are completed accurately and on time, issues are identified and resolved quickly, and the Japan HAPI model can scale sustainably with reduced dependency on BizOps leadership for direct day-to-day management.

 

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

 

• Bachelor's degree, technical certification, or equivalent relevant work experience
• 4+ years of experience in program operations, partner operations, service delivery, business operations, or a related field
• Experience leading day-to-day operations, workflows, projects, or teams, including contractor, vendor, or indirect team oversight
• Professional fluency in Japanese and English, both written and verbal
• Strong written and verbal communication skills, with the ability to build trust and operate effectively across cultures and functions
• Experience managing operational quality, compliance, service consistency, and issue resolution in a dynamic environment
• Proven ability to prioritize effectively and make sound decisions in an ambiguous, fast-moving environment
• Strong analytical and problem-solving skills, including the ability to collect data, identify trends, and translate findings into action
• Intermediate proficiency with Microsoft Office Suite or Google Workspace, including experience preparing updates and presenting to stakeholders
• High attention to detail, strong organizational skills, and sound judgment with partner-facing work
• Experience supporting Japanese partners, venues, or customers is highly desirable
• Program or project management certification, such as PMP, Agile, or similar, is a plus

 

PRINCIPAL DUTIES AND RESPONSIBILITIES:

 

• Own day-to-day execution and performance of the Japan HAPI reservations program
• Provide clear operational ownership and accountability for update completion, accuracy, responsiveness, and service quality across the Japan HAPI model
• Lead and coordinate the work of Japan HAPI contractors, including workload balancing, prioritization, coaching, feedback, and performance oversight
• Monitor operational workflows and schedule updates to ensure required work is completed accurately, on time, and in accordance with defined processes and partner expectations
• Oversee and strengthen quality assurance practices, including audits, spot checks, trend reviews, and process improvements that better reflect the dynamic operating reality of the Japan market
• Identify, prevent, and resolve operational issues before they become partner escalations, and manage escalations quickly and effectively when they occur
• Partner with Business Operations leadership and cross-functional stakeholders to align priorities, surface risks, and coordinate support for critical accounts and key brands
• Develop and maintain clear operating procedures, documentation, and training materials to improve execution consistency and reduce single-threaded knowledge
• Ensure compliance with internal policies, partner requirements, and applicable operational standards
• Track and report on program health, including timeliness, accuracy, escalation volume, service reliability, and quality trends
• Analyze operational data and partner feedback to identify root causes, recommend improvements, and drive corrective actions
• Support efforts to scale Japanese venue operations by improving the reliability and sustainability of the HAPI support model
• Reduce day-to-day dependency on BizOps leadership by independently managing routine execution, issue handling, and contractor oversight within the scope of the role
• Participate in planning and prioritization activities to identify operational impacts, interdependencies, and risks across related programs or teams
• Contribute to hiring, onboarding, and training for future contractors or team members as needed
• All other duties as assigned

 

KEY OUTCOMES / MEASURES OF SUCCESS:

 

• Clear ownership and accountability for Japan HAPI operations
• Stronger execution consistency across schedule updates and quality assurance activities
• Fewer Japan partner escalations tied to HAPI performance
• Reduced churn risk or partner dissatisfaction where HAPI support is a contributing factor
• Higher operational reliability and responsiveness for key partners and critical brands
• On-time completion and accuracy of required updates
• Improved QA coverage and effectiveness for high-priority work
• Reduced management time required from BizOps leadership to keep the program stable
• Improved ability to scale support for Japanese venues through a more sustainable operating model

 

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

 

• Dexterity of hands and fingers to operate a computer keyboard
• This position is mostly stationary and will be required to remain stationary for extended periods of time
• Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus
• The noise level in the work environment is usually moderately quiet