Responsibilities - Own service quality standards and delivery excellence across all client projects - Work day-to-day with Business Development teams in both the US and Japan to determine optimal team assignments for each project and account - Monitor client satisfaction, handle escalations, and drive corrective actions to protect and grow client relationships - Establish quality assurance processes, project reviews, and feedback loops across divisions - Continuously upgrade service offerings to match market trends, new platforms and technologies (including AI), and evolving client expectations - Benchmark against leading North American agency standards and introduce best practices - Develop new capabilities and cross-division integrated offerings that increase client value - Achieve the semi-annual gross profit targets the company sets for each service team; own this accountability across the services organization - Manage division budgets, resource utilization, and the profitability of the services organization - Act as a bridge between 33's Tokyo headquarters and US teams to ensure smooth cross-border collaboration Requirements - Proven experience managing an organization of 15+ staff at a North American marketing agency (required) - 10+ years of experience in marketing/creative agency environments spanning multiple disciplines (PR, social media, advertising, events, production, and/or creative) - Track record of raising service quality and client satisfaction at scale - Experience partnering with sales/business development teams on staffing, resourcing, and account growth - Experience working in partnership with senior creative leadership (e.g., Creative Directors/CCOs), respecting creative vision while owning delivery and business outcomes - Strong leadership and people-management skills, including managing senior division leads - Excellent communication and senior-level client-facing skills - Experience with budget and P&L management Nice-to-have - Experience managing a larger organization (several dozen / 30+ staff) at a marketing agency - Experience in the entertainment industry (Anime, Gaming, or Pop Culture) and deep understanding of the North American entertainment landscape - Business-level Japanese, or experience working with Japanese clients and cross-border teams - Experience managing gross profit / revenue targets across multiple service teams on semi-annual or quarterly budget cycles - Experience integrating AI and emerging technologies into agency services and workflows - Experience leading organizational transformation or scaling agency teams - Familiarity with Japanese IP licensing workflows Benefits - A number of programs cover all employees in the manner prescribed by law. Additionally, 33 USA Inc. provides several Company-designated benefit programs. - Health Care Plan (Medical, Dental & Vision) - Paid Time Off (Vacation, Sick & Public Holidays) - Hybrid Work Model - While we currently offer this hybrid arrangement, please note that our work model may evolve to meet changing business needs. The company reserves the right to modify work arrangements at its sole discretion. We appreciate your understanding and flexibility as we continually assess and optimize our work environment.