Cross-Functional Project Manager directly under COO - Group Quality Department (GQD)
About this role
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.
<What makes this position attractive>
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
<Main Responsibilities>
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
<Project Examples>
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 Structure>
・Team size: about 10–15 people
・Age group: 20s to 40s
・New graduates: around 20%
<Average Overtime>
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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