Candidate For A Leader Or Managerial Role In Operational Design, Implementation, And Improvement - MVNO Business Department

Rakuten Mobile Service Planner

Rakuten is Japan's largest marketplace and Internet ecosystem, offering a wide range of more than 70 services, including e-commerce, travel, banking, fintech, food delivery, golf, insurance, instant messaging, and mobile networking. Rakuten offers more than 140 services worldwide, of which Communications & Energy Company is the division that operates the cell phone business and other telecommunications and electric energy-related businesses.

Rakuten Mobile commenced full-scale service provision in April 2020, following capital investment centered on mobile base station deployment since 2019. Since then, alongside the ongoing expansion of base stations to enhance communication quality, we have offered the "Rakuten Strongest Plan" across our nationwide service area, enabling unlimited high-speed data communication, including 5G.

The Rakuten Group MVNO Division provides Rakuten Mobile lines to businesses and members of the Rakuten economic ecosystem who utilize Rakuten's diverse services (marketplaces, travel, cards, payments, etc.), leveraging synergies within the Rakuten ecosystem.

MVNO operators develop unique services that address users' granular needs – needs often overlooked by MNOs – while capitalizing on the strengths and characteristics of their existing businesses.

The MVNO Operations Department drives operational activities for each MVNO initiative, designing operations for each measure based on standardized procedures and systems. This ensures the reliable development of user-friendly, incident-free operations and systems that comply with legal requirements. Furthermore, actual operations are outsourced not only to in-house teams but also to external vendors; managing these arrangements enables us to strive for the provision of higher-quality services.

Position Details

- Collaborate with internal stakeholders and initiative planning members to conduct interviews, subsequently organize business and system requirements, and oversee operational design for each initiative.

Specifically:

• Organizing business and system requirements
• Operational design
• Supporting operational implementation, manual creation, and operator training
• Setting KPIs for customer satisfaction improvement, quality enhancement, efficiency gains, and driving continuous quality improvement activities.
• Supporting tool implementation and enhancing CS/operational quality and efficiency using cutting-edge technologies such as AI.
• BPO vendor management tasks (training, overall management post-launch, etc.)

Regarding new initiative requirements, you will oversee the entire initiative—including customer promotion, operational execution, and service delivery framework design—from upstream planning and strategy formulation down to detailed operational design, such as script content for operator-customer interactions.

The MVNO Business Division Operations Department is broadly divided into two groups: Process Standardization Group and Project Implementation Operation Group. These comprise three and five members respectively. With members possessing diverse backgrounds including project management, problem-solving skills, and operational experience, the department drives the development of new initiatives and operational improvements.

Mandatory Qualifications:

• Experience in operational improvement and problem resolution (incident root cause analysis, planning and implementation of recurrence prevention measures)
• Experience in staffing planning, manual creation, and personnel development
• Experience in operational improvement, incident root cause analysis, planning and implementation of recurrence prevention measures
• Experience in setting KPIs and improvement activities aimed at enhancing operational quality

Desired Qualifications:

• Operational experience within the MVNO sector
• Experience in planning and executing customer service/operational improvements utilizing cutting-edge technologies such as AI
• Experience in BPO vendor management
• English proficiency

Languages: Japanese (Overall - 4 - Fluent)