Project Management, Process improvement member - Quality Management Support Office, 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
https://corp.rakuten.co.jp/careers/services/

Department Overview

This position is to be employed by Rakuten Group, Inc. and expected to work on assignments commissioned by Rakuten Mobile, Inc.
Rakuten Mobile, Inc. has entered the carrier business with innovative technologies and a forward-looking approach, continuously taking on challenges to deliver compelling services.
The mission of the Quality Management Support Office is to maximize customer satisfaction through comprehensive quality improvements, including service and product quality offered by Rakuten Mobile. The Program Management Office (PRMO) engages in issue-driven initiatives, participating in (or launching) projects within the company and, from an on-the-ground perspective, providing second-line support through to quality improvement and problem resolution.

Position:

Why We Hire

To further acquire customers and reduce churn, various projects are underway across the company. To accelerate the problem-solving cycle, contribute to process quality improvement across more projects, and strengthen this function, we are hiring to both backfill and expand the team.
While the PRMO currently has 11 members, this role will primarily work with one manager and two team members (one in their 20s and one in their 30s).
We welcome candidates from any industry who have experience in problem solving and project management.

Attractions
- Business/organizational phase
We are in a challenge phase to establish a solid position as the fourth MNO carrier by introducing the latest technologies.
- Autonomy and culture
As a young organization with ample room for improvement, you can drive proposals based on your own experience.
- Career development (skills and career path)
By leading quality management activities across the business, you will sharpen cross-organizational coordination and business-level problem-solving capabilities.
You will strengthen progress, issue, risk, and quality management skills in project management.
- Differentiation from competitors (leveraging Rakuten Group resources)
By collaborating with diverse Rakuten Group businesses, you can experience inter-business synergies and dynamic service growth not available elsewhere.

Position Details

Role Overview
Issue-driven participation in (or launch of) internal projects; from an on-the-ground perspective, provide second-line support for quality improvement and problem resolution.

Key Responsibilities
Execute through to issue resolution for assigned initiatives, including:
- Current-state analysis, root-cause identification, proposal and formulation of recurrence-prevention measures (in launch phases, you may build processes hands-on and transition them to operations).
- Define quality management items and standards (KPI design).
- On-the-ground progress and risk management.
- Report project progress to executives.

Sample Projects
- Delivery quality improvement for Rakuten Mobile B2B materials/components.
- Quality management related to SIM distribution for shareholder benefits.
- Process improvement for international roaming applications.

Work Environment

Team Structure
- Headcount: approx. 50 in Quality Management Support Office; around 10 per section.
- Age range: broad, from 20s to 50s+.
- Hiring mix: predominantly mid-career hires.

Average Overtime
Approximately 10–20 hours per month.

Mid-career Background Examples
Members from diverse industries with prior experience in issue resolution and quality improvement.

Example Career Path for Successful Mid-career Hires
After gaining experience in the PRMO, you may be assigned to nationwide, CEO-priority projects. Typically, you will start with smaller improvement initiatives and gradually move to large, business-critical projects.

Mandatory Qualifications:
- 3+ years in quality improvement and/or process improvement.
- English proficiency equivalent to TOEIC 800+.
- Native-level Japanese proficiency.

Desired Qualifications:
- Experience working in a multinational environment and meeting facilitation skills.
- Cross-functional presentation and communication skills.
- Project management and/or program management skills.
- Team management skills.

Other Information:

Additional information on English Qualification

TOEIC

Score of 800 or higher (or documentation of a qualification demonstrating equivalent English proficiency, or proof of a bachelor’s degree or higher from an English-speaking country).
Proof of the above will be required by the time an offer is issued.
If you do not have a score or cannot provide a certificate, we will invite you to take the company-administered TOEIC IP Test during the selection process.

Rakuten Group, Inc. official website links
Employee Benefits:
http://corp.rakuten.co.jp/careers/benefit/
Recruitment Information:
http://corp.rakuten.co.jp/careers/information/
Rakuten Culture:
https://corp.rakuten.co.jp/careers/culture/

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