Operations Manager

About Us

Founded in 2007, TLScontact works with governments worldwide to provide visa and consular services to travelers and citizens. Present in 90 countries, TLScontact operates 150 visa application centers and processes more than four million visa applications annually.

TLScontact is part of the Teleperformance Group, a global leader in customer experience management.

About the Role

We are seeking an experienced, proactive, and Japanese-speaking Operations Manager to lead and optimize the operational efficiency of our Washington, DC center.

The Operations Manager will ensure the smooth execution of daily activities, drive continuous process improvement, and maintain the highest standards of service quality. This position will oversee and develop a motivated team, promote client satisfaction, and ensure that all operational functions are performed in accordance with company policies, client requirements, confidentiality obligations, and security standards.

Professional fluency in Japanese and English is mandatory for this position.

Key Responsibilities

• Optimize the operational efficiency, performance, and productivity of the center.
• Drive continuous improvement of operational processes and procedures.
• Maintain the highest standards of service quality for customers and consular clients.
• Ensure that information published on external websites and the company intranet—including procedures, required documents, and fees—is accurate, current, and aligned with the consular client’s instructions.
• Lead, motivate, coach, and develop the operations team.
• Ensure employees receive appropriate training to perform their responsibilities effectively.
• Maintain professional and positive relationships among employees, customers, and clients.
• Coordinate and facilitate internal and external meetings necessary for the effective operation of the center.
• Regularly evaluate employee activities and performance in accordance with internal policies and procedures.
• Participate in required security-related training.
• Follow all applicable security requirements and promptly report security incidents.
• Protect the confidentiality of client and applicant information.
• Comply fully with the company’s anti-corruption policy and Code of Conduct.
• Report any anomalies or concerns that could negatively affect operational performance.
• Perform other duties assigned by the Country Manager.

Required Qualifications

• Professional fluency in Japanese and English is mandatory.
• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• At least three to five years of operations management or similar experience, preferably in a customer service, administrative, consular, or service-based environment.
• More than three years of management or team-leadership experience.
• Demonstrated experience leading teams and implementing operational improvements.
• Strong leadership skills and the ability to motivate, coach, and develop a diverse team.
• Excellent problem-solving, judgment, and decision-making abilities.
• Strong organizational and multitasking skills with close attention to detail.
• Ability to manage multiple priorities in a fast-paced environment while maintaining high standards of quality and service.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office, including Word, Excel, and PowerPoint.
• Strong understanding of security protocols, confidentiality requirements, and compliance standards.
• Willingness and ability to travel as required.
• Ability to obtain and maintain any security clearance required for the position.
• Authorization to work in the United States without employer-sponsored visa support.

Preferred Qualifications

• Previous experience in sales or business development.
• Experience working in an international or multicultural environment.
• Experience in visa, consular, government, customer service, or administrative operations.

Applicant Privacy Notice: By submitting your application, you acknowledge that TLScontact may collect and process your personal information for recruitment and employment-related purposes.

Compensation and Benefits

The salary range for this position start at $70,000 per year, based on qualifications and experience.

This is an exempt position and is not eligible for overtime compensation in accordance with applicable federal and state wage-and-hour requirements.

Equal Employment Opportunity

TLScontact is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.