Customer Strategy & Analysis Group Manager, Link Administration Section (RM LINK Department)

Job Description:

About Organization:

• Department Overview
• LINK Department is a highly diverse and technologically advanced organization within Rakuten Symphony, Inc.. We are proud to have members from over 10 countries, creating a rich cultural tapestry. Our division values diversity and fosters a culture of open respect that encourages creativity.
• Our product - LINK is a comprehensive communication and ecosystem app for Rakuten Mobile customers. It offers various services such as calls, messaging, contact management, voicemail, official accounts, news, cash transfers, and point rewards. LINK Desktop enhances the communication experience on PCs and laptops.

Our goal is to drive monetization, ecosystem growth, and operational efficiency to strengthen Link's position as the next Group’s super app.

We are committed to safeguarding product reliability and quality to build the foundation for delivering the best customer experience.

Why We Hire

Additional Position required due to broad job requirements.

Position Details

Managing two teams of VOC analysis and customer education content creation.

• It includes to evaluate whether customers are satisfies with our product based on usage and VOC count, knowing the specification of product correctly or not.
• This position is expected to initiate multiple projects to improve product/feature enhancement based on team's analysis, and do PMO to implement the improvement actions. This position also required stakeholder management and reporting in both Japanese and English.

Work Environment

Our department is consisted of more than 100 members of unique and cultural diversified environment. The section for this role has more Japanese native due to the nature of job description, however English is the major language to be used for communications.

Minimum Qualifications:

• Experience of internal stakeholder management on PMO role with both Japanese and English.
• At least 5 years of experience on any of below preferred qualifications.

Preferred Qualifications:

Experience in creating content (including FAQs) for mobile applications and web services.

Experience in VOC analysis.

Experience in quality assurance/testing for mobile applications.

Knowledge and understanding of mobile application development.

Others:

Additional information on Location

RCH

Additional information on Secondment

Will have an additional position in Rakuten Mobile, Inc.

Languages:

English (Overall - 3 - Advanced)、 Japanese (Overall - 4 - Fluent)