Job Description

Department Overview

<About the Commerce Quality Management Department>

Our mission is to provide a "safe and secure environment" for all users across Rakuten's various commerce services, primarily Rakuten Ichiba and Rakuten Rakuma.

As consumers, we have all likely experienced moments of hesitation or disappointment, such as:

"I'd like to visit that shop, but its reputation seems a bit concerning..."

"I had a bad experience at this shop the other day, so I won't be shopping there again."

<Our Organizational Role>

1. To prevent or reduce disappointing service experiences that lead to user dissatisfaction.
2. To increase the number of satisfying and positive service experiences.

Our role is to execute the "Quality Management" activities necessary to achieve these two goals. Our primary focus is to eliminate non-compliant products and behaviors from our platform through rigorous "screening" and "monitoring."

Examples of our work include:

Designing and improving processes for shop operational monitoring, VOC (Voice of Customer) improvement, shop and user education, and advertising/product screening, as well as managing BPO (Business Process Outsourcing) operations.

<About the Quality Management Section>

Our role in the Quality Management Section is to ensure the "safety and security" of the Rakuten ecosystem-specifically Rakuten Ichiba and Rakuten Rakuma-through rigorous monitoring.

We strictly monitor the vast volume of products and sales activities to ensure they meet the high-quality standards expected by Rakuten. Our mission is to maintain a "trusted platform" where users can shop with complete peace of mind by taking swift and appropriate corrective actions whenever any issues arise.

Position:

Why We Hire

For Rakuten Ichiba and Rakuten Rakuma to continue their robust growth, a secure environment where users can shop with confidence is essential. As market conditions evolve, the importance of "monitoring" to protect the platform's integrity has never been greater. We are now looking for new team members to help us further strengthen and evolve our quality management structure.

We are seeking individuals who are not bound by conventional methods, but who can flexibly envision and implement monitoring practices that are adapted to the current era.

However, this is not a role that can be fulfilled by individual efforts alone. We place great value on a process where team members share insights and collaborate deeply to derive solutions for complex challenges. We welcome motivated individuals who are eager to leverage their unique perspectives and join us in creating the value of "safety and security" through the collective strength of the team.

<Why Join Us?>

1. A Vital Role in Protecting One of Japan’s Largest Commerce Platforms

Maintaining and improving the quality of massive platforms like Rakuten Ichiba and Rakuten Rakuma has a significant social impact. Your monitoring and decision-making will directly translate into the "peace of mind" for tens of millions of users. You will experience a unique sense of responsibility and fulfillment by playing a key role in safeguarding a healthy marketplace in the ever-evolving e-commerce landscape.

1. Enhancing Professional Judgment and Expertise

This is more than just applying rules. You will need to think critically about what truly ensures user safety when faced with diverse products and increasingly complex sales practices, interpreting and applying standards accordingly. You will sharpen your legal knowledge, risk management perspective, and logical thinking skills, building a career as a true specialist in quality management.

1. Proactive Quality Management to Drive Platform Integrity

Our role goes beyond simple oversight. It is crucial that we propose and implement improvements to make the platform even better, based on insights gained through monitoring. As you will be involved in creating systems to prevent issues before they occur-rather than just correcting them-this is the ideal environment for those who are eager to proactively improve the platform.

1. Collaboration with Diverse Stakeholders

Our work is never done in isolation. We enhance the overall health of the platform by collaborating with diverse professionals across the company, including Legal, Development, and Sales teams. The synergy of working with members from various backgrounds toward a common goal is one of the most rewarding aspects of this role.

Position Details

The Quality Management Section is a core organization responsible for ensuring a "safe and secure" shopping environment on Rakuten Ichiba and Rakuten Rakuma. While respecting the autonomy of our merchants and sellers, our mission is to maintain platform trust by monitoring and correcting activities that do not comply with laws and our internal guidelines.

<Workflow and Scope of Responsibility>

Each group focuses on a specialized area, handling monitoring, investigations, coordination with internal/external stakeholders, and management of outsourced operations. Our role goes beyond passive monitoring of violations; we proactively identify and correct issues, and lead the development of systems and educational initiatives to prevent risks before they occur.

<Group Roles and Details>

Candidates will be assigned to one of the following groups based on the interview process.

1. Market Monitoring Group

Role: Promote operational excellence for shops based on guidelines.

Responsibilities: Monitoring and correcting guideline violations, providing guidance for shop improvement, and coordinating with internal departments (Sales, Development) and external entities (Manufacturers, Government agencies).

Key Appeal: Experience in high-quality operations and project management through coordination with diverse internal and external stakeholders.

1. Intellectual Property (IP) Group

Role: Protect the platform and brands from IP risks such as counterfeit goods and copyright infringement.

Responsibilities: Monitoring and removing infringing items, negotiating with rights holder organizations and government agencies, and building workflows for brand protection.

Key Appeal: Building a career as an IP specialist by staying updated on trends and regulations, and gaining cross-functional project management experience with Legal and PR teams.

1. Transaction Support Group

Role: Maintain the integrity of reviews and eliminate sales practices that fall below user expectations.

Responsibilities: Analyzing customer issues, consulting on prevention strategies, and detecting/correcting fraudulent activities such as "fake reviews."

Key Appeal: Developing data-driven improvement proposals based on VOC (Voice of Customer) and the fulfillment derived from direct feedback from both users and shops.

1. Rakuma Monitoring Group

Role: Ensure the integrity of the C2C/B2C marketplace, Rakuten Rakuma.

Responsibilities: Monitoring listings and users, proposing updates to terms of service, coordinating with government/rights holders, and driving operational improvements based on KPIs.

Key Appeal: Practical contribution to maintaining a sustainable community environment and ensuring users can trade with peace of mind.

<Stakeholders>

Merchants, individual sellers, users, manufacturers, government agencies (Consumer Affairs Agency, MHLW, METI, etc.), rights holders, and internal departments (EC Consultants, Legal, Development, PR, etc.).

<Use of English>

English is used in emails and meetings when communicating with specific internal development teams or international brand rights holders.

Work Environment

<Organizational Structure>

・ Commerce Quality Management Department (Total): Approx. 40 members

・ Quality Management Section: Approx. 20 members (1 Senior Manager, 4 Managers, 1 Assistant Manager)

・ Age Range: Primarily in their 20s and 30s

・ Background: 30% new graduates / 70% mid-career hires

<Background of Mid-Career Hires>

・ Operational experience in customer service and hospitality sectors (including management experience).

・ Experience in call center operations.

<Career Path Example of Successful Hires>

Joined as a team member and promoted to a Manager position within two years.

Mandatory Qualifications:

・ Experience in operations and process improvement (regardless of the scale of the project).

・ Strong logical thinking skills.

・ Excellent relationship-building and communication skills to ensure smooth business operations.

・ Basic PC proficiency (e.g., Excel, PowerPoint).

Desired Qualifications:

<Common to all groups>

・Experience in people management.

・Experience in EC or platform operations (e.g., site operations, customer support, risk management, legal/compliance-related roles).

・Experience in project management.

・Experience in operational improvement utilizing AI.

・Basic knowledge of relevant laws and regulations (e.g., Act against Unjustifiable Premiums and Misleading Representations, Pharmaceuticals and Medical Devices Act).

・Experience in managing outsourced vendors/BPO.

<For the Intellectual Property (IP) Group>

・Basic knowledge of intellectual property laws and regulations.

・Experience in business communication with international brand rights holders.

Other Information:

Additional information on Location

Rakuten Crimson House

1-14-1, Tamagawa, Setagaya, Tokyo

Additional information on English Qualification

TOEIC Score exceeding 800 (or similar level of English ability) or a University Degree earned in an English-speaking country.

Proof of qualifications will be required by the time of the job offer.

If no evidence is available to prove the qualifications denoted above, taking an IP test, organized by Rakuten, during selection process is required.

Rakuten Group, Inc. Homepage Link

・ Benefits:https://corp.rakuten.co.jp/careers/benefit/

・ Recruitment Information:https://corp.rakuten.co.jp/careers/information/ * Employment type is detailed

・ Rakuten Culture:https://corp.rakuten.co.jp/careers/culture/

#business #OperationalImprovement #legal #IP #audit #commerce #RakutenIchiba #Rakuma