The worldwide pioneer in the creation of interactive entertainment, Nintendo Co., Ltd., of Kyoto, Japan, manufactures and markets hardware and software for its Nintendo Switch ™ system and the Nintendo 3DS ™ family of portable systems. Since 1983, when it launched the Nintendo Entertainment System ™ , Nintendo has sold more than 4.5 billion video games and more than 710 million hardware units globally, including Nintendo Switch and the Nintendo 3DS family of systems, as well as the Game Boy ™ , Game Boy Advance, Nintendo DS ™ family of systems, Super NES ™ , Nintendo 64 ™ , Nintendo GameCube ™ , Wii ™ and Wii U ™ systems. It has also created industry icons that have become well-known, household names, such as Mario, Donkey Kong, Metroid, Zelda and Pokémon. A wholly owned subsidiary, Nintendo of America Inc., based in Redmond, Wash., serves as headquarters for Nintendo's operations in the Americas. For more information about Nintendo, please visit the company's website at http://www.nintendo.com .
DESCRIPTION OF DUTIES
Gathers feedback and insights from NOA stakeholders and provides explanations to NCL teams to gain and maintain understanding of global Consumer Service (CS) department needs, NOA consumer base needs, and technical specifications of Nintendo's products, services, and tools.
Ensures timely delivery of information to NCL by facilitating internal communication in NOA to solicit, consolidate and summarize opinions, outstanding questions, or decisions from various internal stakeholders.
Actively leads and delivers results for product and consumer experience improvements through delivery of information allowing NOA teams to execute objectives and by liaising with NCL.
Documents, consolidates, and synthesizes new product or service specifications into internal repository for CS teams to ensure consumer support readiness.
Escalates and drives to resolution situations that create risk to the business and facilitates activities with problem owners to help develop processes, tools, and roles to address the impact.
Assists in tracking and reporting of incidents from identification to resolution to facilitate KPI measurements and incident management process improvement.
Assists in developing recommendations and execution of improvement initiatives to resolve identified product issues and implement process improvements.
Analyzes, interprets and communicates research outcomes through written, verbal, and visual methods, in ways that advocate for multiple users and generate compelling reasons to change.
Performs confidential verbal and written Japanese and English translations for various CS teams and NOA and NCL leadership.
Schedules and runs meetings and conference video/calls to facilitate communication between internal NOA departments, NCL, and other regions (Nintendo of Europe and Nintendo of Australia).
Travels to NCL and other regions as needed to support global collaboration meetings/initiative, summits, and trainings.
Coordinates and works on special projects and other duties as assigned.