Operations Staff - Commerce Quality Management Department, Operations Supervisory Department(C&M)

Job Description:

Business Overview

The Commerce & Marketing Company embodies Rakuten's mission of "Empowering people and society through innovation." This domain specifically encompasses a wide range of services that form the core of our sales, most notably "Rakuten Ichiba," our founding business. Here, you have the opportunity to contribute to the growth of large-scale and critically important services for Rakuten.

Department Overview

Within the Commerce & Marketing Company, which houses "Rakuten Ichiba," Rakuten Group's core service, our Commerce Quality Management Department operates with the mission of "providing a safe and secure service environment" to pursue user satisfaction. Our group primarily works to prevent and eradicate sales practices and products that fall short of user expectations by supporting user-shop disputes and monitoring for trouble risks. Our aim is to create an environment where users can shop with "peace of mind and safety" and to build a world where shops can operate with "peace of mind and safety."

Furthermore, there are many opportunities to utilize and build operational frameworks for the vast amount of data related to "Rakuten Ichiba" and various monitoring tools. This allows you to acquire diverse knowledge and experience in data utilization and logical thinking, which can be applied to practical tasks such as designing operations and consulting shops on improvements. This aspect offers a great sense of fulfillment.

Position:

Why We Hire

This department manages the quality of various services within the Commerce & Marketing Company, including "Rakuten Ichiba."
Specifically, regarding the operations of stores on "Rakuten Ichiba," we provide advice to maintain and improve service quality and conduct activities to prevent user troubles. We also monitor store operations and user complaints, perform data analysis, detect user troubles early, and build mechanisms to prevent them proactively.

We are looking for colleagues who can proactively propose and promote operational improvements through the quality management and improvement of stores on "Rakuten Ichiba."

Position Details
- Monitoring, detection, and judgment of disputes between users and stores
- Response and improvement guidance after trouble detection
- Development of proactive measures to prevent troubles
- Awareness and educational activities for trouble prevention
- Store operation support during disasters
- Planning improvements and strengthening operations for the above tasks (including AI utilization, automation, and efficiency improvements)
- Identifying issues and promoting improvement measures through data analysis of store operations (e.g., order status) and user complaints

Work Environment

The organization consists of approximately 20 members, including full-time employees, contractors, and temporary staff.
The proportion of mid-career hires is high, and they come from a wide range of industries, meaning individuals with diverse backgrounds are thriving here.

Mandatory Qualifications:
- Experience in business improvement /planning and promoting improvements (regardless of back-office experience)
- Vendor management experience

Desired Qualifications:

- Experience in the internet industry / e-commerce industry
- Experience in data analysis and business use of AI tools
- Ability to systematically organize information, with a strong inclination towards data analysis and logical thinking

Others Information:

Additional information on Location

Futakotamagawa

Additional information on Transfer

There is a possibility of domestic and international business trips and transfers.

Additional information on English Qualification

TOEIC score of 800 or higher (or proof of equivalent English proficiency, or a bachelor's degree or higher from an English-speaking country).
Proof of qualification is required by the time of the job offer.
If you do not have a score or certificate, we will arrange for you to take a TOEIC IP test organized by our company during the selection process.

Depending on the occurrence of troubles or disasters, there may be instances where work on weekends and public holidays is required.

#business #OperationalImprovement #commerce 

Languages:

Japanese (Overall - 4 - Fluent)