Description

Job Description:

Business Overview

Rakuten Group, Inc. is a global leader in internet services that empower individuals, communities, businesses and society. With a mission to contribute to society by creating value through innovation and entrepreneurship, the Rakuten Group was founded in Tokyo in 1997 as an online marketplace, expanded to offer services in e-commerce, fintech, digital content and communications to approximately 1.8 billion members around the world. The Rakuten Group has about 30,000 employees, and operations in 30 countries and regions. For more information visit https://global.rakuten.com/corp/

Department Overview

The IT Strategy Department is made up of 4 sections: Quality Management Section (QMS), the CIO Office, the Tech PR Section and the IT Governance Section. Providing high-quality services promptly and maximizing customer satisfaction are part of the Rakuten Group's core principles and are our most important business strategy. The role of QMS is to build, maintain and improve Group Service Quality, to accelerate the growth of the Rakuten Group businesses. Under the direct supervision of the CIO, we report to the head of the IT Strategy Department, who also holds the positions of Chief of Staff and Vice Chairman of Rakuten India. As a department, we are tasked to handle a range of horizontal initiatives and must remain flexible to undertake group wide projects as needed. For this reason, we need to manage and communicate with a wide range of people within the company.

Section Overview

The Quality Management Section, operating under the CIO, is a newly established organization dedicated to ensuring excellence through quality. Our focus is on enhancing internal structures, processes, procedures, and deliverables to drive continuous improvement. Key initiatives include ISO 9001 for Quality, IT-BCP, Service Resiliency activities and other impactful Quality activities. We work to improve quality through quantitative KPIs set at the CIO level, establish company-wide quality targets and standards and promote awareness of quality practices while fostering horizontal dissemination. "Our commitment is to consistently exceed customer expectations with exceptional quality and service."

Position:

Position Details

The ideal candidate will be process oriented, reliable and have a proactive mindset as well as excellent communication skills. This role translates technical requirements into actionable strategies, leveraging analytical, communication, and technical skills to support quality management initiatives. The candidate should have experience in some of the following areas: process analysis, strategy, planning, requirements gathering/analysis, data analysis, project management, operation support, KPI tracking, event organization, stakeholder engagement and meeting facilitation, and feel comfortable with public speaking. Successful candidates must have a proven history of project management roles and be customer focused.

Mandatory Qualifications:

- Bachelor's degree (Computer Science or similar discipline preferred).

- 3+ years in business process analysis, QA, or compliance.

- Exceptional communication skills, able to translate complex technical concepts to diverse audiences.

- Proven ability to manage multiple projects to closure with strong organizational skills.

- Proficiency in documentation, presentations (PowerPoint), and basic technical administration.

- Experience in multi-departmental stakeholder management and facilitating executive meetings.

- English: Business level (TOEIC 800 or above).
- Japanese: Native or bilingual proficiency.

Desired Qualifications:

- Prior experience with ISO 9001, ISO 27001, or similar compliance frameworks (knowledge/implementation experience).

- Experience in Quality Assurance projects.

- Knowledge of IT/software development processes (e.g., Agile, DevOps, ITIL).

- Experience in training or knowledge management systems.

- Ability to create SOPs, templates, and internal guidance documents.

- Experience with BI Tools (e.g., Domo, Tableau).

- Proven ability to consolidate and track projects with many stakeholders.

- Proficiency with project management tools (e.g., Jira, Confluence, Trello, or similar).

- Experience consulting on technical solutions, best practices, and standards.

- Experience in cross-functional planning and communication.

- English: Native level.

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