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