Description

Job Description:

About Organization

Our mission in the Digital Product Management Section is to plan, develop and deliver a digitalized lifestyle Product with all Rakuten Mobile users. Based on customer feedback, we work closely with design and development teams and many other stakeholders to bring innovative new products and features to market that prioritize customer satisfaction. This is an exciting opportunity in a fast paced environment to work with many talented people and modern technologies.
We would like to employ professionals who can take this great opportunity, which will have such a great impact on society with our dynamic innovative service, and enjoy this new challenge together with us.

Job Duties

This role leads the design of high-quality, efficient operations for product planning and development, ensuring business growth and stability.

Key responsibilities include establishing incident criteria, workflows, and SLAs for F/E and B/E to enhance service quality. The position requires cross-departmental collaboration to guide services from launch to improvement and lead incident resolution, RCA, and stakeholder communication to ensure business continuity and optimize customer experience.

This role drives business growth and stable operations by leading high-quality, efficient operational design from product planning through development.

Key Responsibilities
Operation Design: Establish F/E & B/E flows, incident criteria, and SLAs; optimize processes.
Cross-Functional Collaboration: Partner with diverse teams (SXC, Engineering, CS) for seamless service delivery.
Incident Management: Lead incident resolution, RCA, and stakeholder communication.
Process Improvement: Standardize operations and enhance service quality via data analysis.
Work Approach
Proactive engagement with development, building stakeholder trust, data-driven decisions, and swift incident response.

Scope of Responsibility
Operational design quality, rapid incident resolution, and continuous improvement of service quality and stability.

Minimum Qualifications
• IT/Web/SaaS Operations, Service Management, or Delivery experience.
• Practical ITIL experience (Incident, Problem, Change Management).
• Cross-departmental/vendor coordination and leadership.
• New service launch or large-scale system improvement project participation.
• 5+ years of relevant experience.

Required Skills
• Strong logical thinking and analytical skills for complex system/operation design.
• Excellent facilitation and negotiation for stakeholder consensus.
• Problem-solving and execution capabilities.
• Data-driven analysis and improvement proposal skills.

Effective documentation skills.
Foundational knowledge of IT infrastructure, databases, and applications.

Preferred Qualifications

Industry of Origin: IT services, Telecommunications, Web services, SaaS, E-commerce, FinTech, or equivalent industries.
Qualifications: None specifically required (ITIL Foundation/Expert, PMP, Prince2, CompTIA Project+ or other service management/project management qualifications are a plus).

Languages:
English (Overall - 3 - Advanced), Japanese (Overall - 3 - Advanced)