<div><b><span style="font-size:18px;">About 3E:</span></b></div><div><span style="font-size:16px;">We are a mission-driven company dedicated to creating a safer and more sustainable world!</span></div><div><span style="font-size:16px;">3E provides award-winning regulatory expertise and cutting-edge technology that seamlessly integrates data and intelligence regarding chemicals, regulations, products, and supply chains for over 5,000 customers globally.</span></div><div><span style="font-size:16px;">With more than 35 years of experience and 15 locations across North America, Europe, and Asia, we are connecting our customers to a new class of expert-led AI solutions, specifically designed to accelerate future product compliance with trust, speed, and domain authority.</span></div><div><br></div><div><span style="font-size:16px;">Are you ready to help shape the future? </span><b><span style="font-size:16px;">Come join us!</span></b></div><div><br></div><div><b style="font-size:18px;">About the Role:</b></div><div><span style="font-size:16px;">The Customer Experience (CX) Manager, APAC, leads customer experience operations in Japan, ensuring high-quality, consistent, and scalable CX delivery aligned with 3E’s customer-focused strategy. Reporting to the Director of Support with a dotted line to the local country manager, this role will be accountable for stabilizing and scaling the local CX operations in Japan. </span></div><div><span style="font-size:16px;">In this role, you will partner closely with onboarding, sales, and product teams to deliver a seamless end-to-end customer experience and achieve NPS targets.</span></div><div><span style="font-size:16px;">You are a 'player-coach' people leader who enjoys building high-performing teams and making processes work better both for our customers and internal teams. You will focus on managing performance, coaching the team to elevate the customer experience, overseeing escalations, and ensuring your team delivers high-quality results.</span></div><div><span style="font-size:16px;">If you are someone who thrives in a fast-paced, globally matrixed environment and brings a practical, solution-oriented mindset to leadership, we invite you to apply.</span></div><br><br><h3>What You'll Do:</h3><ul><li><b>Team Leadership &amp; Management:</b></li><li>Lead and develop our Japan-based support and onboarding/implementation team, coaching experienced specialists, strengthening capability, and creating a clear operating rhythm</li><li>Set measurable goals and expectations, and use data to track progress across customer outcomes, delivery quality, and team performance</li><li>Build a team culture that is accountable, collaborative, and customer-first, while reinforcing a strong connection with global CX teams and 3E ways of working</li><li>Ensure the team stays current on product features and best practices, translating knowledge into consistent, high-quality execution</li><li>Support hiring and team growth, including interview participation and candidate evaluation</li><div><b>Onboarding &amp; Implementation Oversight:</b></div><li>Partner with other CX leaders and cross-functional stakeholders (Product, Commercial, Marketing) to deliver onboarding and implementation that aligns with 3E standards and customer expectations</li><li>Continuously refine onboarding and implementation workflows so customers reach value quickly, and handovers are smooth</li><li>Oversee implementation and delivery against milestones and timelines, ensuring clear communication and proactive risk management</li><div><b>Customer Support Oversight:</b></div><li>Lead the day-to-day customer support operation in Japan, delivering timely, accurate, and empathetic responses in a high-touch support model</li><li>Monitor key indicators (response time, resolution time, CSAT) and translate insights into practical improvements to raise consistency and quality</li><li>Own customer communication through escalation and resolution, coordinating resolutions effectively with engineering via Jira-linked workflows</li><li>Identify recurring issues and drive root-cause actions to reduce repeat incidents and improve customer confidence</li><div><b>Customer Experience Strategy &amp; Team Culture:</b></div><li>Act as a key connector between Japan and global CX, aligning local execution to an established global framework and adapting where needed to reflect local customer realities</li><li>Work closely with the commercial team, strengthening day-to-day collaboration for customer retention and expansion</li><li>Use customer feedback and operational data to spot trends and influence priorities, improving retention, satisfaction, and long-term customer outcomes</li><li>Drive ongoing improvements in playbooks, processes, and tooling to increase team efficiency and scalability as the Japan business grows</li></ul><h3>What Makes You a Great Fit</h3><ul><li>Native-level Japanese and business-level English proficiency (written and verbal), with the ability to communicate effectively in meetings and presentations for a global environment</li><li>Demonstrated experience supporting customers in the Japan market, ideally within B2B and/or Software as a Service (SaaS) environments</li><li>At least two (2) years of people management experience in enhancing team performance and skill development</li><li>Expertise in IT or technical project management methodologies (Scrum, Agile, or equivalent), including stakeholder alignment and milestone-based delivery</li><li>At least 4+ years of experience across the customer experience lifecycle with responsibility for service quality and outcomes</li><li>Experience using customer support and delivery tools such as Jira, Zendesk (or equivalent), and project collaboration platforms (e.g., Asana, Smartsheet)</li><li>Ability to explain technical or complex issues clearly and professionally to customers and internal stakeholders</li><li>Comfort operating in a dynamic environment, with the ability to improve processes while maintaining high service standards</li><li>Strong analytical and structured problem-solving skills; ability to interpret operational/customer data and translate insights into practical improvements</li><li>Ability and willingness to work onsite three days a week from our Tokyo office</li><div><br></div><div><b>Preferred/ Nice to have:</b></div><li>Experience supporting customers beyond Japan across APAC</li><li>Background in SaaS / B2B and/or regulatory, compliance, or information services products</li><li>Experience scaling CX teams/operations in a growth environment</li><li>Prior IT background or an understanding of software development cycles and agile practices</li><li>Experience with SSO/IDP integrations (Okta, Azure, Ping), MFA, SQL databases; troubleshooting APIs / web service architectures</li><li>Knowledge or experience with SAP (SAP integration, SAP ABAP, or related technologies)</li><li>Domain knowledge in chemical workplace safety, product safety/stewardship, or sustainable supply chain management</li></ul><h3>What is in it for you?</h3><ul><li><b>Impactful Work:</b> Every day, you’ll contribute to initiatives that protect people, safeguard products, and help businesses thrive for an industry-leading organization. </li><li><b>Collaborative Culture:</b> Work alongside a team of dedicated professionals passionate about delivering excellence and innovation.</li><li><b>Career Growth: </b>We will set you up for success with a hands-on training program to equip you with the skills you’ll need to accomplish results. Enjoy opportunities for professional development in an environment that celebrates creativity, flexibility, and results.</li><li><b>Building a Business:</b> You will get to experience a sense of building a business in the APAC region in a fast-paced, dynamic environment as we look to further accelerate our growth in this region over the coming years.</li></ul><br><div><b><span style="font-size:18px;">Disclosures:</span></b></div><div>3E is committed to a diverse and inclusive work environment. 3E is an <a href="https://www.3eco.com/about-3e/3e-careers/statement-equal-employment-opportunity">equal opportunity employer</a> and does not discriminate based on race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability, or any other legally protected status. For applicants who would like to request accommodation, please send an email to <a href="mailto:recruiting@hr.3eco.com">recruiting@hr.3eco.com</a></div><div>Visit us at <a href="https://www.3eco.com/">https://www.3eco.com/</a> </div><div>Follow us at <a href="https://www.linkedin.com/company/3e-safer-world/">https://www.linkedin.com/company/3e-safer-world/</a></div><div><a style="font-size:10.5pt;" href="https://www.3eco.com/privacy">Privacy Policy</a><span style="font-size:10.5pt;"> and </span><a style="font-size:10.5pt;" href="https://www.3eco.com/3e-candidate-privacy-notice">Candidate Privacy Notice</a></div><div><br></div><div>Agencies: 3E is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at 3E via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of 3E. No fee will be paid if 3E hires the candidate because of the referral or through other means. </div>

<p>Delivering intelligent compliance solutions that empower companies to reduce risk, drive continuous improvement, and create new growth opportunities. For over 30 years, 3E has provided clients with the expertise, content, live 24-7-365 environmental health and safety (EHS) support and award winning solutions required to increase chemical and workplace safety, improve product safety and stewardship, strengthen supply chain stewardship, and optimize research and development decision support.</p>
<p>We are deeply committed to serving our more than 6,000 customers worldwide, including nine of the world&rsquo;s top ten chemical manufacturers, eight of the world&rsquo;s top ten retailers, and seven of the world&rsquo;s top ten pharmaceutical companies. Global locations include our corporate headquarters in Carlsbad, California, along with offices in Beijing, China; Bethesda, Maryland; Canton, Ohio; Copenhagen, Denmark; Frankfurt, Germany; Markdorf, Germany; Montreal, Quebec; Siegen, Germany; Sofia, Bulgaria; and Tokyo, Japan.&nbsp;</p>

Customer Experience Manager, APAC

<div><b><span>About 3E:</span></b></div><div><span>We are a mission-driven company dedicated to creating a safer and more sustainable world!</span></div><div><span>3E provides award-winning regulatory expertise and cutting-edge technology that seamlessly integrates data and intelligence regarding chemicals, regulations, products, and supply chains for over 5,000 customers globally.</span></div><div><span>With more than 35 years of experience and 15 locations across North America, Europe, and Asia, we are connecting our customers to a new class of expert-led AI solutions, specifically designed to accelerate future product compliance with trust, speed, and domain authority.</span></div><div><br></div><div><span>Are you ready to help shape the future?&nbsp;</span><b><span>Come&nbsp;join us!</span></b></div><div><br></div><div><b>About the Role:</b></div><div><span>The Customer Experience (CX) Manager, APAC, leads customer experience operations in Japan, ensuring high-quality, consistent, and scalable CX delivery aligned with 3E’s customer-focused strategy. Reporting to the Director of Support with a dotted line to the local country manager, this role will be accountable for stabilizing and scaling the local CX operations in Japan. </span></div><div><span>In this role, you will partner closely with onboarding, sales, and product teams to deliver a seamless end-to-end customer experience and achieve NPS targets.</span></div><div><span>You are a 'player-coach' people leader who enjoys building high-performing teams and making processes work better both for our customers and internal teams. You will focus on managing performance, coaching the team to elevate the customer experience, overseeing escalations, and ensuring your team delivers high-quality results.</span></div><div><span>If you are someone who thrives in a fast-paced, globally matrixed environment and brings a practical, solution-oriented mindset to leadership, we invite you to apply.</span></div><br><br><h3>What You'll Do:</h3><ul><li><b>Team Leadership &amp; Management:</b></li><li>Lead and develop our Japan-based support and onboarding/implementation team, coaching experienced specialists, strengthening capability, and creating a clear operating rhythm</li><li>Set measurable goals and expectations, and use data to track progress across customer outcomes, delivery quality, and team performance</li><li>Build a team culture that is accountable, collaborative, and customer-first, while reinforcing a strong connection with global CX teams and 3E ways of working</li><li>Ensure the team stays current on product features and best practices, translating knowledge into consistent, high-quality execution</li><li>Support hiring and team growth, including interview participation and candidate evaluation</li><div><b>Onboarding &amp; Implementation Oversight:</b></div><li>Partner with other CX leaders and cross-functional stakeholders (Product, Commercial, Marketing) to deliver onboarding and implementation that aligns with 3E standards and customer expectations</li><li>Continuously refine onboarding and implementation workflows so customers reach value quickly, and handovers are smooth</li><li>Oversee implementation and delivery against milestones and timelines, ensuring clear communication and proactive risk management</li><div><b>Customer Support Oversight:</b></div><li>Lead the day-to-day customer support operation in Japan, delivering timely, accurate, and empathetic responses in a high-touch support model</li><li>Monitor key indicators (response time, resolution time, CSAT) and translate insights into practical improvements to raise consistency and quality</li><li>Own customer communication through escalation and resolution, coordinating resolutions effectively with engineering via Jira-linked workflows</li><li>Identify recurring issues and drive root-cause actions to reduce repeat incidents and improve customer confidence</li><div><b>Customer Experience Strategy &amp; Team Culture:</b></div><li>Act as a key connector between Japan and global CX, aligning local execution to an established global framework and adapting where needed to reflect local customer realities</li><li>Work closely with the commercial team, strengthening day-to-day collaboration for customer retention and expansion</li><li>Use customer feedback and operational data to spot trends and influence priorities, improving retention, satisfaction, and long-term customer outcomes</li><li>Drive ongoing improvements in playbooks, processes, and tooling to increase team efficiency and scalability as the Japan business grows</li></ul><h3>What Makes You a Great Fit</h3><ul><li>Native-level Japanese and business-level English proficiency (written and verbal), with the ability to communicate effectively in meetings and presentations for a global environment</li><li>Demonstrated experience supporting customers in the Japan market, ideally within B2B and/or Software as a Service (SaaS) environments</li><li>At least two (2) years of people management experience in enhancing team performance and skill development</li><li>Expertise in IT or technical project management methodologies (Scrum, Agile, or equivalent), including stakeholder alignment and milestone-based delivery</li><li>At least 4+ years of experience across the customer experience lifecycle with responsibility for service quality and outcomes</li><li>Experience using customer support and delivery tools such as Jira, Zendesk (or equivalent), and project collaboration platforms (e.g., Asana, Smartsheet)</li><li>Ability to explain technical or complex issues clearly and professionally to customers and internal stakeholders</li><li>Comfort operating in a dynamic environment, with the ability to improve processes while maintaining high service standards</li><li>Strong analytical and structured problem-solving skills; ability to interpret operational/customer data and translate insights into practical improvements</li><li>Ability and willingness to work onsite three days a week from our Tokyo office</li><div><br></div><div><b>Preferred/ Nice to have:</b></div><li>Experience supporting customers beyond Japan across APAC</li><li>Background in SaaS / B2B and/or regulatory, compliance, or information services products</li><li>Experience scaling CX teams/operations in a growth environment</li><li>Prior IT background or an understanding of software development cycles and agile practices</li><li>Experience with SSO/IDP integrations (Okta, Azure, Ping), MFA, SQL databases; troubleshooting APIs / web service architectures</li><li>Knowledge or experience with SAP (SAP integration, SAP ABAP, or related technologies)</li><li>Domain knowledge in chemical workplace safety, product safety/stewardship, or sustainable supply chain management</li></ul><h3>What is in it for you?</h3><ul><li><b>Impactful Work:</b>&nbsp;Every day, you’ll contribute to initiatives that protect people, safeguard products, and help businesses thrive for an industry-leading organization.&nbsp;</li><li><b>Collaborative Culture:</b>&nbsp;Work alongside a team of dedicated professionals passionate about delivering excellence and innovation.</li><li><b>Career Growth:&nbsp;</b>We will set you up for success with a hands-on training program to equip you with the skills you’ll need to accomplish results. Enjoy opportunities for professional development in an environment that celebrates creativity, flexibility, and results.</li><li><b>Building a Business:</b>&nbsp;You will get to experience a sense of building a business in the APAC region in a fast-paced, dynamic environment as we look to further accelerate our growth in this region over the coming years.</li></ul><br><div><b><span>Disclosures:</span></b></div><div>3E is committed to a diverse and inclusive work environment. 3E is an&nbsp;<a href="https://www.3eco.com/about-3e/3e-careers/statement-equal-employment-opportunity">equal opportunity employer</a>&nbsp;and does not discriminate based on race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability, or any other legally protected status. For applicants who would like to request accommodation, please send an email to&nbsp;<a href="mailto:recruiting@hr.3eco.com">recruiting@hr.3eco.com</a></div><div>Visit us at&nbsp;<a href="https://www.3eco.com/">https://www.3eco.com/</a>&nbsp;</div><div>Follow us at&nbsp;<a href="https://www.linkedin.com/company/3e-safer-world/">https://www.linkedin.com/company/3e-safer-world/</a></div><div><a href="https://www.3eco.com/privacy">Privacy Policy</a><span>&nbsp;and&nbsp;</span><a href="https://www.3eco.com/3e-candidate-privacy-notice">Candidate Privacy Notice</a></div><div><br></div><div>Agencies:&nbsp;3E is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at 3E via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of 3E. No fee will be paid if 3E hires the candidate because of the referral or through other means.&nbsp;</div>

Customer Experience Manager, APAC

About the Job

About the Company

3E

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