Project Manager, Customer Quality improvement specialist - Group Quality Department (GQD)

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

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

The Group Quality Department, reporting directly to the COO who is also the Representative Director, aims to create a state where “every member of the group embodies ‘good quality’” as the source of competitiveness enabling Rakuten's long-term growth. Its operations are broadly divided into two areas:

1. Designing and implementing structures that enable businesses to earn/maintain user trust and generate results
- Analyzing quality metrics like NPS, VoC, and incidents to propose improvements for each service
- Implementing business and improvement measures while building systems to enhance reproducibility

2. Structurally improving quality bottlenecks in cross-group functions through process decomposition
- Planning and driving improvement projects for group-wide functions like customer support and development
- Building permanent systems based on process decomposition, leveraging AI and other technologies

Position:

Why We Hire

Due to a shortage of personnel, particularly at the managerial level, required to achieve our mission in accordance with the Group Quality Department's action guidelines. This position involves planning, driving, executing, and institutionalizing solutions to build trust with users directly under the leadership of senior management.

Guiding Principles
- Design consistent objectives from a group-wide perspective
- Analyze root causes based on facts and data observed firsthand
- Implement permanent systems, ensure their adoption, and optimize them to adapt to environmental changes

Attractiveness
- Position Appeal
As a planning department within headquarters, this role enables you to drive solutions from a cross-functional perspective aligned with the group's CEO

- Appeal of Authority and Organizational Culture
Reporting directly to the COO, who also serves as the group's CEO, this planning department allows you to learn executive perspectives up close while advancing projects with speed and agility

- Career Path (Acquired Skills and Career Progression)
An environment where you develop essential problem-solving skills and execution capabilities beyond the conventional notion of “quality”

- Differentiation from Competitors (Attraction Leveraging This Business × Rakuten Group Resources)
Direct exposure to real customer touchpoints for products beloved by many users

Position Details

Primary Responsibilities
- Analyze correlations between quality metrics (VoC, NPS, reviews, etc.) and business metrics, providing insights to senior management
- Identify gaps between key quality metrics and target states, then propose improvement plans
- Manage improvement projects from perspectives including goal consistency and process decomposition
- Verify improvement results, execute PDCA cycles, and establish permanent systems/frameworks
- Communicate initiatives to stakeholders (including executives) to foster organizational culture

Specific Project Examples
Sales Organization Quality Improvement Project
- Established purpose consistency by decomposing and organizing KSF/KPIs
- Systematized activities by decomposing top performers' sales processes

Customer Support Pass-the-Buck Reduction Project
- Streamlined cross-group task allocation and provided training packages for new tasks
- Reduced inquiries themselves through Chatbot development

Work Environment

Organizational Structure
- Number of Employees: Approximately 10–15 (2 section chiefs under the department head, each section with about 5 members)
- Age Range: 20s to 40s
- Ratio of New Graduates to Mid-Career Hires: 30% are new graduates

Examples of Career Paths for Mid-Career Hires Who Are Thriving
After gaining experience in the Group Quality Department, some may transfer to front-line departments at client companies. Others may be assigned to larger management quality projects.

Mandatory Qualifications:

- 3+ years of experience in consulting or business operations, focusing on problem-solving and quality improvement
- Native-level Japanese proficiency
- E21English proficiency equivalent to a TOEIC score of 800 or higher

Desired Qualifications:

- Cross-departmental project management skills or program management skills
- Experience analyzing business metrics or quality metrics (e.g., NPS/VoC)
- Team management skills
- Ability to work in a multinational 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
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