Cross-Functional Project Manager directly under COO - Group Quality Department (GQD)

Job Description:

Business Overview

Rakuten Group provides more than 70 services in a wide range of fields, including e-commerce, travel, digital content, and other Internet services in Japan and overseas, as well as financial services such as credit cards, banking, securities, electronic money, and smartphone app payments, mobile services such as mobile carrier services, and professional sports. By organically linking these services through a membership system centered on Rakuten members, Rakuten has created a unique “Rakuten ecosystem” that is unlike any other.

• *Our Businesses Key Figures
• https://global.rakuten.com/corp/careers/services/

Rakuten Group defines the ideal state of quality as “a situation where user trust accumulates with each use, and that trust generates subsequent usage within the economic ecosystem.”

Department Overview

• Group Quality Department works under the COO and leads cross-group process improvement and drive business growth.
• We define “quality” as correctly understanding customer needs and delivering the right output—no more and no less.
• As the Rakuten ecosystem grows, organizations and operations have become more complex, creating a key management challenge.
• Improving customer experience requires not only better customer touchpoints, but also smooth internal rules and processes.
• Our main role is to identify group-wide quality issues using ecosystem data and solve them from a group-optimization perspective.

Position:

Why We Hire

• Because of a reorganization, we need more team members to reach our mission, so we are hiring.
• This position gives you end-to-end ownership to design solutions with a group-wide optimization mindset and take them from execution through Shikumi-ka.

• You will work in a planning team that reports directly to the Group COO and drive problem-solving from a cross-group perspective. You can experience how decision-making works in a large company.
• Build core problem-solving and execution skills; fast decisions and delivery are possible based on your ability and drive.
• Work with diverse stakeholders across the group: 70+ businesses, development teams, and back-office functions.

Position Details

• Identify group quality issues using ecosystem data
• ・Analyze customer behavior and survey data to find quality issues from an ecosystem perspective
• ・Create Quality KPI reports and build BI dashboards
• ・Improve the data/analysis environment with internal IT (databases, AI tools, etc.)

• Solve quality problems with a group-wide perspective
• ・Find issues on-site and drive projects end-to-end, from planning to execution
• ・Communicate with multiple stakeholders
• ・Build cross-group systems and governance

• Projects in progress include designing customer experience research for Rakuten ecosystem users, organizing internal processes for new service launches, and using AI to improve customer support.
• Please ask for details during the interview.

Work Environment

• ・Team size: about 10–15 people
• ・Age group: 20s to 40s
• ・New graduates: around 20%

• Around 10–30 hours per month
• *This may change depending on projects

Mandatory Qualifications:

• ・Minimum 2 years of experience in consulting or in-house roles focused on problem solving and quality improvement
• ・Native-level Japanese skills

Desired Qualifications:

• ・Cross-functional project management skills
• ・Data analysis skills (e.g., SQL)
• ・Work experience related to system development
• ・Experience working in a multicultural environment, and meeting facilitation skills

Other Information:

Additional information on Location

• Rakuten Crimson House
• 1-14-1 Tamagawa, Setagaya-ku, Tokyo

Additional information on English Qualification

• TOEIC score of 800 or higher (or proof of equivalent English proficiency through certification, or proof of a bachelor's degree or higher from an English-speaking country)
• Proof of qualification must be provided by the time of the job offer notification.
• If you do not have a score or proof of certification, we will arrange for you to take our company-administered TOEIC IP test during the selection process.

• Related Pages
• - Employee Benefits: https://global.rakuten.com/corp/careers/benefit/

- Employee Conditions: https://global.rakuten.com/corp/careers/information/

- Culture: https://global.rakuten.com/corp/careers/culture/

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