Leader - Manager Candidate for Operation Improvement (Product/Service Screening Division) - Commerce Quality Management Department, Operations Supervisory Department(C&M)

Job Description:

Business Overview

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

*Rakuten's business in numbers
https://corp.rakuten.co.jp/careers/services/

Department Overview

About the Commerce Quality Management Department
Our mission is to "provide a safe and secure service environment" across the various commerce services offered by Rakuten.

As a consumer, everyone has likely had thoughts like:
"I want to visit that shop, but I’ve heard bad things about it; I'm not sure..."
"I had a bad experience the other day, so I won't buy from this shop again."

Departmental Roles and Responsibilities
1. Preventing and reducing disappointing service experiences that lead to dissatisfaction.
2. Increasing the number of satisfying service experiences.

The role of our organization is to conduct the "quality management" activities necessary to achieve these two goals.
Examples) Business design/improvement for screening, monitoring, and VOC (Voice of Customer) improvement, as well as BPO operations.

About the Product Sales Examination Group
We operate under the mission of "facilitating the distribution of products and services that comply with market rules and standards, ensuring a safe and secure shopping environment through screening that keeps pace with current trends."

To ensure that users can purchase products and receive services with peace of mind, we engage in activities such as:
1. Establishing handling rules for each product/service.
2. Conducting screening before items are made available for sale.
3. Regularly patrolling to ensure no merchants are selling items without screening approval.

Screening Examples
- Verifying whether merchants selling alcoholic beverages possess the required sales licenses.
- Verifying whether merchants selling branded items are sourcing authentic, authorized products.

Position:

Why We Hire

The variety of products sold on Rakuten Ichiba is increasing every day.
Do you not feel the risks that arise from new products on a daily basis?

For instance, when surgical masks became unavailable during the COVID -19 pandemic, or when you noticed an increase in the dangers associated with electric kickboards in town, or heard news about accidents involving relaxation gummies, or when train services were halted due to a mobile battery catching fire.

It is necessary to prevent these situations before they happen so that users do not encounter dangerous experiences with products on Rakuten Ichiba.
We are looking for team members who can enjoy the changes of the times and think through and realize together how we can provide a safe shopping environment.

The Opportunity
- As the importance of quality management grows alongside the expansion of e - commerce, this is a core position that quickly reflects social trends and events in our operations. In addition, as the use of AI is still in its developmental stage, we are in a phase where you can take on the challenge of building new systems based on your own ideas.

- You can directly engage with user feedback from Rakuten Ichiba and drive improvements. This is a highly rewarding environment for those who are motivated to enhance service quality through a deep understanding of the user experience.

- Your logical thinking and risk assessment skills will be sharpened on a daily basis, allowing you to acquire versatile business skills that are applicable in other industries. In the future, you will be able to develop a broad career in areas such as business design and the promotion of AI utilization, in addition to expertise in quality management.

Position Details

Main Responsibilities
- Various screenings for products/services on Rakuten Ichiba
Products: Pharmaceuticals, alcohol, branded goods, etc.
Services: Home delivery cleaning, PCR test kits, etc.
- Efficiency, standardization, and automation of operational processes
- Reviewing screening criteria in line with current trends and establishing screening operations for new products
- Patrolling for unauthorized listings and conducting awareness-raising activities

Work Environment

Organizational Structure
- Product Sales Examination Group: 3 full-time employees + 3 resident contractors/temporary staff + remote site staff
- Age Range: Around 30 years old
- Ratio of New Graduates to Mid-career Hires: 30% new graduates, 70% mid-career hires

Backgrounds of Mid-Career Hires
- Experience as an engineer in the IT industry
- Experience in fraud prevention in the financial industry

Career Path Examples of Successful Mid-Career Hires
- Started as a member, became a leader within one year of joining, and has been engaged in management as a manager since the third year.
- Engaged in tasks such as building new operations as a member, took on a leadership role in the second year, and returned to work after taking childcare leave. Continues to be a key contributor.

Mandatory Qualifications:

- Practical experience in business process improvement or quality improvement (regardless of scale)
- Operational improvement
- Communication and writing skills to convey information accurately and clearly to internal and external stakeholders
- Problem-solving skills based on logical thinking
- Ability to respond quickly and appropriately to changes in situations and environments
- Basic PC skills (Excel, PowerPoint, etc.)

Desired Qualifications:

- Experience as a project leader or in project management
- Experience in sales or store operations
- Knowledge of laws related to products/merchandise (e.g., Pharmaceuticals and Medical Devices Act, Liquor Tax Act, Secondhand Articles Dealer Act)
- Knowledge or professional experience related to any "product/service" sector, such as manufacturing, trading companies, wholesale, or retail

Other Information:

Additional information on Location

Rakuten Crimson House1-14-1
Tamagawa, Setagaya-ku, Tokyo

Additional information on English Qualification

TOEIC Score exceeding 800 (or similar level of English ability) or a University Degree earned in an English-speaking country.
Proof of qualifications will be required by the time of the job offer.
If no evidence is available to prove the qualifications denoted above, taking an IP test, organized by Rakuten, during selection process is required.

Rakuten Group, Inc. Homepage Link
- Benefits:https://corp.rakuten.co.jp/careers/benefit/
- Recruitment Information:https://corp.rakuten.co.jp/careers/information/ * Employment type is detailed
- Rakuten Culture:https://corp.rakuten.co.jp/careers/culture/

#business #OperationalImprovement #commerce #RakutenIchiba