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

Benefits

Additional Information

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 an

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at rakuten? Share your experience