White Rabbit Japan

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Head of Operations

  • Operations
  • Full-time
  • Yokohama, JP

2021-07-06 17:31:04 UTC

White Rabbit Japan is working to elevate ecommerce between Japanese sellers and overseas buyers. At the core of this effort are our White Rabbit Express and Blackship products. White Rabbit Express makes buying from Japan hassle-free for tens of thousands of people and businesses worldwide. Blackship makes it faster and easier for businesses and individuals to forward packages from Japan.

We are looking for a Head of Operations to ensure seamless service delivery for customers from start to finish. This means end-to-end ownership of two operations flows: the ordering and purchasing workflows (“backoffice” aka product acquisition ops); and the receiving, storage, and shipping workflows (warehouse ops).

The Operations function is at the core of our business. As Head of Operations, you'll own the most critical item in our P&L. At the same time, you'll own the customer care service we provide to our customers before, during, and after each order.

Because of our large user base, rapid growth, and fast pace of our operations, this role is critical, not only for White Rabbit but for the future of Japan's global ecommerce.

As Head of Operations at White Rabbit, you will:

  • Build out a strong team that puts the needs of our Users first

  • Manage the mission-critical processes and people involved in providing timely and quality service to our customers at the lowest cost possible

  • Developing, maintaining, and improving performance metrics

  • Manage the financial success of your department

  • Setting the pace and direction for your team at a fast growth, data-driven company

  • Forecast growth, build your team and evolve roles to ensure we have the resources hired, onboarded, and trained to tackle projected demand.

  • Manage the day-to-day people ops (continuous feedback, 1-on-1s, compensation plans)

  • Partner with engineering teams to deliver better systematic solutions

  • Be a champion for our cultural values

  • Evolve our operations, business processes, training programs, customer support, and recruiting process to serve the mission better.

  • Teach and mentor the next generation of technical leaders at White Rabbit

You may be a fit if:

  • You work well cross-functionally and your co-workers at all levels and across all teams trust you.

  • You have 5+ years of operations experience.

  • You have 5+ years of attracting and managing a high-performing team.

  • You can be flexible and comfortable in dealing with ambiguity.

  • A builder's mindset and a willingness to question assumptions and conventional wisdom

  • A passion for creating new systems and solving problems via automation and continuous process improvement

  • Process-oriented with an understanding of both financial and operational controls

  • You have demonstrated professional experience with data analysis using Excel; experience with SQL, Tableau or Python is a plus.

  • Able to earn trust quickly through communication, negotiation, and interpersonal skills

Nice to have (or excited to learn):

  • Experience in a high growth technology company

  • Experience in Operations P&L or finance

  • You have knowledge of (or experience in) the ecommerce industry.

"Nice to have" really means "nice to have." You may not have any of these and are still an excellent fit for the team.

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