Customer Support SME - Business Technology Transformation Section (RMI Strategy & Data Dep)
rakuten · Tokyo, Japan ·
- Category
- Support
- Experience
- 12+ years
rakuten · Tokyo, Japan ·
Job Description:
About Organization
Our department drives customer and technology transformation through digitalization, AI, and data-driven Customer Value Management (CVM) platforms. We enable personalized customer experiences and accelerate acquisition, retention, win-back, ecosystem cross/up-selling, and operational excellence across retail, web, marketing, and customer support channels.
Job Duties
We are seeking an experienced Customer Service / Contact Center Subject Matter Expert (SME) to lead our strategic transformation initiatives. You will act as the primary bridge between business and technology teams to deliver scalable, AI-enabled customer support solutions.
Customer Support Assessment & Transformation:
Conduct end-to-end assessments of existing support operations across voice, chat, email, social media, and self-service channels.
Analyze customer journeys, support processes, SLAs, KPIs, and CX metrics to identify operational gaps, inefficiencies, and transformation opportunities.
Benchmark current capabilities against industry best practices.
Technology Transformation & Consulting:
Define future-state operating models and build phased transformation roadmaps covering process optimization, technology implementation, and CX improvements.
Recommend modern technologies—including AI, automation, and agent-assist tools—to drive digital transformation.
Prepare business cases, ROI analyses, and define success metrics for proposed solutions.
Business & Technical Collaboration:
Translate complex business requirements into functional, technical, and data specifications for engineering, AI/ML, and platform teams.
Provide domain expertise for AI-driven initiatives such as predictive routing, sentiment analysis, intelligent knowledge management, and agent assistance.
Stakeholder Management:
Facilitate workshops and requirement-gathering sessions to ensure alignment between business objectives and technical delivery.
Present findings, recommendations, and transformation roadmaps to senior leadership.
Collaborate with cross-functional teams to ensure the successful delivery of scalable, future-ready support solutions.
Minimum Qualifications
12+ years of experience in Customer Support, Contact Center, CX Transformation, Product Management, or Technology Consulting.
Proven track record of delivering Contact Center/Customer Support transformation programs and enterprise platform implementations.
Hands-on experience with Contact Center platforms (e.g., Genesys, Salesforce Service Cloud, NICE, Amazon Connect, Zendesk).
Strong understanding of omnichannel support, Customer 360, contact center operations, and core KPIs (AHT, FCR, CSAT, NPS, SLA).
Experience in solution consulting, requirements gathering, HLD/LLD review, system integration, and Agile delivery.
Excellent stakeholder management, communication, and problem-solving skills.
Japanese Language Skill
Preferred Qualifications
MBA or Master’s degree in Business, Technology, or a related field.
Telecommunications industry experience in customer support transformation.
Experience with AI-powered support, automation, Agent Assist, Knowledge Management, chatbots, and Customer 360 platforms.
Experience integrating CRM, Knowledge Base, IVR, Digital Channels, Data Platforms, and third-party enterprise applications.
Knowledge of cloud architectures, API integration, microservices, security, and enterprise solution architecture.
Experience working with cross-functional global teams, vendors, and executive stakeholders.
Relevant certifications (Salesforce, Genesys, AWS/Azure, TOGAF, PMP, Scrum/Agile, or equivalent).
Languages:
English (Overall - 3 - Advanced), Japanese (Overall - 3 - Advanced)