Description

Job Description:

Business Overview
The vision of the Conversational Experiences Department (CXD) is to change the world's view of what is possible with AI by creating incredible experiences that 'just work'. We propose, design, and build AI experiences that bring joy and value to Rakuten businesses, and our mission is to bring these experiences to the world. We build Conversational AI products such as chatbots, voice assistants, and semantic search. We have been employing Large Language Model (LLM) technology for several years, and are on the cutting edge of Japanese language solutions. Our mission is to actualize 'shopping is entertainment'
and maximize the value of Rakuten ecosystem through the delivery of super personal assistants.

Department Overview
You'll join a 60-person AI for Customer Service team: engineers, TPMs, data analysts, dialogue designers: responsible for modernizing legacy contact-center tooling and workloads into an agentic Generative AI stack codenamed Raptor. We already power Rakuten Mobile's pre-sale onboarding and support ("RMAA") and are building the pipeline for of customer service and engagement experience. Now, we're moving from a successful V1 into the scale-up phase: expanding to all 70 BUs and leveraging AI to multiply Rakuten's core capabilities in e-commerce, finance, logistics, digital content, and beyond.

Position:
Why We Hire
We are looking for a visionary Technical Project Manager who thrives in startup-like environments and is adept at executing projects from the scratch. This role requires a proactive leader who can identify and deeply understand customer pain points, measure their impact, and devise simple yet effective solutions to complex challenges. We are seeking a highly experienced and strategic Technical Project Manager to lead the planning, execution, and delivery of strategic initiatives related to our AI based Solution to resolve Customer Inquiries.

Position Details
Program and Project Planning and Definition:
- Lead the definition of program and project scope, objectives, and deliverables in collaboration with executive stakeholders, business owners, product managers, and technology teams.
- Develop comprehensive program and project plans, timelines, resource allocation, risk assessments, and communication strategies.
- Establish clear program and project milestones and key performance indicators (KPIs) to track progress, measure success, and demonstrate.

Team Leadership and Management:
- Lead and mentor a team of developers, designers, QA engineers, and business analysts.
- Assign tasks, provide guidance, and ensure team members have the resources and support needed to succeed.
- Facilitate effective communication and collaboration within the team and with external stakeholders.
- Conduct regular program and project team meetings to review progress, address challenges, and make necessary adjustments.
- Manage and mentor project team members, providing performance feedback, career development guidance, and opportunities for professional growth.

Execution and Delivery:
- Oversee the execution of program and project plans, ensuring adherence to timelines, and quality standards.
- Monitor program and project progress closely and proactively identify and mitigate potential risks and issues, escalating as needed.
- Manage program and project scope, ensuring that changes are properly evaluated, documented, and approved through a formal change management process.
- Manage the software development lifecycle, including requirements gathering, design, development, testing, and deployment, ensuring adherence to best practices.
- Ensure that the platform meets all security, compliance, and performance requirements, proactively identifying and addressing potential vulnerabilities and take Legal and security approvals.

Stakeholder Communication and Management:
- Serve as the primary point of contact for executive stakeholders, providing regular updates on program and project status, risks, and issues.
- Manage stakeholder expectations and ensure that their needs are met throughout the program and project lifecycle.
- Prepare and present program and project reports to senior management, the executive team, and other stakeholders.
- Effectively communicate complex technical concepts to non-technical audiences.
- Influence stakeholders to align on strategic goals and priorities.

Quality Assurance and Testing:
- Work closely with the QA team to ensure that the AI based applications are thoroughly tested and meets all quality standards.
- Oversee the development of test plans and test cases, ensuring comprehensive test coverage.
- Track and manage defects, ensuring that they are resolved in a timely manner.
- Implement quality control measures throughout the development process.

Post-Implementation Support:
- Coordinate the launch of new features and enhancements.
- Provide post-implementation support to ensure a smooth transition and minimize disruption to business operations.
- Develop and implement plans for ongoing maintenance and support.

Continuous Improvement:
- Identify opportunities to improve program and project management processes and methodologies.
- Stay up-to-date on the latest technologies and trends, proactively recommending new technologies and approaches.
- Implement process improvements to enhance efficiency and effectiveness.

Strategic Alignment:
- Work with business leaders to understand strategic goals and translate them into actionable project plans.
- Ensure that projects align with the overall business strategy and contribute to the achievement of key objectives.
- Identify and evaluate new opportunities to leverage technology to drive business growth.

Mandatory Qualifications:
- Bachelor's degree in computer science, Information Systems, or a related field. (Master's degree preferred).
- 4-6+ years of experience in project management, with a significant focus on Mobile and Web Application.
- Knowledge of software development with modern technology.
- Strong Leadership skills.
- Excellence in Issues and Risk Management.
- Decision-making and Problem-Solving skills.
- Excellence in Communication.
- Excellence in reporting, presentation & meeting facilitation.
- Proven track record of successfully launching and managing large-scale, complex software development projects and programs.
- Deep understanding of AI Domain application based on LLM models, including microservices, APIs, Frontend etc.
- Extensive experience with SDLC Waterfall, Agile Scrum, and Kanban. Agile experience is preferred but not mandatory.
- PMP, PgMP, or other relevant project management certification is required.

Desired Qualifications:
- Experience as a AI Engineer.
- Product Management Knowledge.
- Experience in the production operation of an AI Service.
- Experience mentoring and coaching junior project managers.
- Agile Management knowledge.

- Japanese (Overall - 4 - Fluent)

Other Information

Additional information on English Qualification
English (Overall - 4 - Fluent)

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