Sr. Product Manager

Job Description:

Rakuten Group, Inc. (TSE: 4755) is a global technology leader in services that empower individuals, communities, businesses and society. Founded in Tokyo in 1997 as an online marketplace, Rakuten has expanded to offer services in e-commerce, fintech, digital content and communications to 2 billion members around the world. The Rakuten Group has around 30,000 employees, and operations in 30 countries and regions. For more information visit https://global.rakuten.com/corp/.

Job Summary:

Rakuten's America AI & Data Division (AIDD) is seeking a highly motivated and experienced Sr. Product Manager to drive the vision, strategy, and execution of our next-generation agentic customer service experience. In this role, you will be responsible for defining and delivering innovative AI-powered solutions that empower customer service agents to provide exceptional support and improve overall customer satisfaction. You will work closely with engineering, design, and other stakeholders to bring these solutions to life. Our innovative agentic platform is already transforming customer engagement, and we're now poised for a significant global expansion. By leveraging cutting-edge AI, we aim to multiply Rakuten's core capabilities, delivering unparalleled experiences worldwide.

• Own the end-to-end success of your projects, driving them from inception to launch and beyond.
• Conduct thorough market research, competitive analysis, and customer feedback gathering to identify opportunities and unmet needs in the customer service space. Stay up to date on the latest trends and technologies in AI, LLMs, and customer service. Collaborate effectively with engineering, design, data science, marketing, and sales teams throughout the product development lifecycle.
• Define and track key performance indicators (KPIs) to measure the success of product initiatives.
• Communicate product vision, strategy, and progress effectively to stakeholders at all levels of the organization.
• Assesses project scope and objectives to align deliverables with organizational goals and stakeholder expectations.
• Assists in the management of cross-functional teams to ensure effective collaboration and execution of initiatives.
• Develops more complex features that enhance product capabilities and user experience.
• Designs systems to address technical challenges and improve operational efficiency.
• Confers with stakeholders to understand business needs and translate them into actionable plans.
• Implements processes to optimize product development cycles and ensure timely delivery.
• Coaches less experienced team members to foster skill development and knowledge sharing.

• Proven track record of successfully launching and managing products that solve complex customer problems.
• Excellent analytical, problem-solving, and data-driven decision-making skills, including technical proficiency and ability to understand complex technical concepts.
• Exceptional communication, interpersonal, and presentation skills.
• Ability to work effectively in a fast-paced, dynamic environment.
• Experience working with distributed teams (locations, time zones) is a plus.
• Experience with AI and Large Language Models (LLMs) is a plus.
• Experience building agent-assist or automation solutions for customer service is a plus.

• Bachelor's degree preferably in Computer Science, Engineering, Business, or a related field.
• Master's Degree Preferred
• 5-7 years of product management experience.

• Agile Certified Product Manager and Product Owner (ACPMPO) certification