Lead Operations & Customer Support Manager

Lead Operations & Customer Support Manager

Company Description

Established in 1941 as Japan’s first specialty optical glass manufacturer, HOYA has grown into a prominent global enterprise, leveraging advanced optics technologies across various industries. The company operates in diverse sectors, including Information Technologies, Eye Care, Medical, and Imaging Systems. Guided by its mission of fostering innovation and sustainability, HOYA strives to enhance lifestyles and culture while promoting harmony with nature.

HOYA remains dedicated to delivering high-value solutions with a lasting global impact.

Essential Duties and Responsibilities

The Lead Operations & Customer Support Manager is responsible for overseeing end-to-end operational activities for assigned customer accounts and exercising independent judgment and decision-making to improve business processes, manage operational risks, and ensure service quality.

Responsibilities include, but are not limited to:

• Serve as the primary operational lead for assigned accounts, overseeing the full lifecycle of customer orders and independently resolving issues that may impact delivery, cost, compliance, or customer satisfaction.
• Evaluate and approve purchase orders to ensure alignment with company policies, pricing structures, contractual terms, and production capacity.
• Exercise discretion when prioritizing orders, allocating inventory, adjusting delivery schedules, and coordinating with 방법 internal departments to meet business needs.
• Develop and implement process improvements to optimize workflow, reduce operational inefficiencies, and enhance customer experience.
• Analyze supply chain risks and recommend solutions to mitigate delays, cost increases, or compliance issues.

• Serve as the strategic liaison between customers, Account Managers, Operations, Finance, Shipping, and Production.
• Provide guidance to internal teams regarding customer requirements, technical needs, timelines, and product strategies.
• Independently manage escalations and determine appropriate corrective actions.
• Present operational reports, order status summaries, and performance insights to internal stakeholders and leadership.

• Oversee planning and coordination of domestic and international shipments, including specialty and non-standard exports.
• Develop shipment strategies in collaboration with forwarding companies and overseas factories to balance delivery expectations and cost efficiency.
• Approve adjustments to inventory allocations and recommend stocking strategies based on customer forecasts and consumption trends.

• Interpret customer agreements, internal policies, and compliance requirements such as JSox, ensuring operational adherence.
• Lead the preparation, documentation, and response process for audits in coordination with Accounting and Operations.
• Monitor adherence to pricing structures and maintain updated pricing models in partnership with the sales team.

• Serve as a subject matter expert for ERP (SAP/D365) workflows and participate in systems migration planning, testing, and process design.
• Review, validate, and approve data accuracy across order lists, shipment documentation, and financial transactions.
• Evaluate and recommend improvements to digital workflows, documentation controls, and internal databases.
• Oversee invoicing accuracy, credit/debit adjustments, and specialty transaction approvals.
• Partner with Accounts Receivable to identify and resolve cash-collection barriers and improve payment processes.
• Provide financial and operational analyses to support business planning and sales forecasting.

• Bachelor’s degree required; degree in Business, Operations Kin, Supply Chain, or related field preferred.
• 7+ years of progressive experience in operations, customer support, order management, or supply chain.
• Demonstrated ability to exercise independent judgment and make decisions that impact business operations and customer relationships.
• Experience leading process improvements, developing operational procedures, or managing cross-functional initiatives.
• Strong analytical skills and ability to interpret contracts, data, and operational performance metrics.
• Excellent written and verbal communication skills, with the ability to present information to internal leadership and external partners.
• Proficiency in Microsoft Office (Excel, Access, PowerPoint, Word) and Outlook.
• Experience with SAP or Microsoft D365 strongly preferred.
• Experience Handling international and export shipments required.
• Knowledge of the photolithography/photomask industry is a strong plus.
• Japanese language proficiency is a plus but not required.

Exempt Position

Salary DOE: $100,000 - $120,000

• Mid‑Senior level

• Full‑time

• Medical Device

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