Operation Transformation, Generative AI Utilization, and Business Process Construction Manager Candidate - Customer Management Department, Operations Supervisory Department (C&M)

Job Description:

Business Overview

Rakuten Group provides over 70 services across a wide range of fields, including internet services such as e-commerce, travel, and digital content; fintech services such as credit cards, banking, securities, electronic money, and smartphone app payments; mobile services such as mobile carrier business; and professional sports. By organically connecting these services through a membership centered on Rakuten members, we have formed a unique "Rakuten Ecosystem" that is unlike any other.

Department Overview

• Under the Rakuten Group mission of "empowering people and society through innovation," the Commerce & Marketing Company develops a wide range of services that form the core of the Rakuten Group, including Rakuten Ichiba, Rakuten Travel, Rakuten Books, Rakuten Fashion, Rakuten 24, Rakuten Mart, and various media services.
• Our Customer Support Department aims to provide safe, secure, and high-quality support experiences to the customers, merchants, business partners, and internal business divisions that utilize each of these services.
• Beyond merely responding to inquiries or managing operations, our mission is to drive service improvements, operational enhancements, quality upgrades, and cost optimization based on customer feedback and frontline challenges, thereby contributing to the creation and expansion of Rakuten fans.
• We are currently in a phase of transforming our operational model from a traditional one to a next-generation support/back-office model built upon the use of generative AI, automation tools, and data utilization.

Position:

Why We Hire

Each service within the Rakuten Group continues to grow, and the scope of our operations is constantly expanding.

We are currently in a period of transformation, evolving from traditional "defensive operations" to "proactive operations" that leverage generative AI and automation tools.

In this environment, we are looking for more than just management; we need individuals who can utilize data and technology to redesign business processes and build next-generation operational models.

We are seeking manager candidates who can lead multiple team members and external partners, driving everything from frontline operations to project execution with a sense of urgency.

If you enjoy change and want to combine the power of technology and people to evolve the operations that support Rakuten Group's core services, we invite you to join us.

In this position, you can gain a wide range of experience as a manager candidate in the customer support and back-office area that supports Rakuten Group’s core services.

• 1. Support major Rakuten Group services
• You will be involved in the operations of major services such as Rakuten Ichiba, Rakuten Travel, Rakuten Books, Rakuten Fashion, Rakuten 24, Rakuten Mart, and various media-related services.
• This role gives you the opportunity to work not only on a single service, but also on operation design, quality improvement, and efficiency improvement across multiple services.

• 2. Work on business transformation using generative AI and automation
• In the customer support and back-office area, we are actively using generative AI, chatbots, FAQ improvements, knowledge management, and automation tools.
• You will have the opportunity to think about how to make operations more efficient and higher quality, and put your ideas into action.

• 3. Gain both management and project experience
• Depending on the assigned area, you will manage a team of around 5 to 20 members, including external vendors and partner companies.
• You can gain broad experience in daily operation management, process improvement projects, quality improvement, cost optimization, trouble handling, and team structure building.

• 4. Grow in a fast-moving environment with ownership
• Rakuten Group values speed, flexibility, and a positive approach to improvement.
• This is a great environment for those who can identify issues, involve stakeholders, and take action beyond their own area.

• 5. Build a wide range of career paths
• In the future, you can build your career in various areas, such as customer support management, back-office operation management, BPR, AI-driven projects, operation planning, vendor management, and quality management.

Position Details

You will be responsible for the management, operational improvement, quality enhancement, cost optimization, and business transformation -leveraging AI and automation- of customer support and back-office operations for various services under the Commerce & Marketing Company of Rakuten Group.

The scope of responsibility is expected to cover one or multiple services, such as Rakuten Ichiba, Rakuten Travel, Rakuten Books, Rakuten Fashion, Rakuten 24, Rakuten Mart, and various media services.

Upon joining, after grasping the situation of the assigned services and business areas, you will be expected to promote both stable operations and improvement activities while collaborating with team members and external partners.

Main Responsibilities

• - Operational management and KPI management of customer support and back-office areas for major Rakuten Group services.
• - Organizational management and building of operational structures in collaboration with members, supervisors (SV), and outsourced partners.
• - Planning and promotion of business process redesign and productivity improvement measures utilizing generative AI and automation tools.
• - Improvement of operational quality, standardization, and execution of BPR (Business Process Reengineering) based on the analysis of inquiry data and VOC (Voice of Customer).
• - Promotion and coordination of projects involving stakeholders such as internal business, planning, and development departments, as well as BPO vendors.

• Specific Project Examples
• - Automation and efficiency improvements in inquiry handling and increasing self-resolution rates by utilizing the latest technologies such as generative AI, chatbots, and FAQs.
• - Promotion of service quality improvement, standardization of business processes, and BPR based on the analysis of VOC and various operational data (quality metrics, processing volume, etc.).
• - Optimization of staffing based on peak/off-peak fluctuations and workload, and redesign of overall operational structures including multiple locations and outsourced partners.
• - Execution of projects for man-hour reduction and cost efficiency through business automation and processing flow improvements.
• - Root cause analysis of incidents, formulation of recurrence prevention measures, and implementation of improvement policies involving relevant departments.

• Stakeholders
• You will promote business by collaborating with internal and external stakeholders, including business and planning departments for each service, development and system departments, legal and compliance departments, BPO vendors, and outsourced partners.

This is a position where it is crucial not to handle tasks alone, but to involve relevant parties, build consensus, and move forward with a sense of urgency.

Work Environment

• Organizational Structure
• - Employees: 8
• - Partner staff: 2
• - External contractors: Approximately 80
• Depending on the assigned area, you will manage a team of around 5 to 20 members, including internal members, external vendors, and partner companies.

• - Age range: Members in their 20s to 40s are mainly active, with a wide range of age groups represented.
• - New graduates / mid-career hires: Both new graduates and mid-career hires are working in the organization, with members from various backgrounds.

We have employees with diverse backgrounds, including customer support, call centers, BPO, back-office operations, business improvement, project management, service planning, sales, and system planning.

• Background of Mid-Career Hires
• - Experience as an SV or manager in call centers or contact centers.
• - Experience in business operations, vendor management, and client ne