@mercari | Mercari Japan
Created a year ago (Last Update: 7 months ago)
Product Manager(CS Tools) - Mercari, Japan
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Keywords
product manager, cs tools, mid career, tokyo, japan
Product Manager(CS Tools) - Mercari in Tokyo, Japan
The CS Product team's primary responsibility is to deliver outstanding customer service that goes beyond our customers' expectations. This entails providing unique and timely support with empathy and professionalism, ensuring that we address their needs effectively.
In pursuit of our mission, we focus on developing and maintaining an efficient and user-friendly platform for our Customer Service team. This platform empowers our team to offer exceptional support and assistance to our customers. We are committed to a culture of continuous innovation and improvement, constantly refining our tools and solutions. Our aim is to enhance customer satisfaction, expedite issue resolution, and improve the overall efficiency of the Customer Service team.
Through collaboration and an unwavering commitment to improvement, our team works diligently to optimize the customer service experience, guaranteeing that our customers consistently receive the best support available.
(Learn more about Mercari’s mission and values here.)
Specific work responsibilities include the following:
- Engage in direct collaboration with engineers, designers, and customer service representatives to suggest, create, and execute new projects and features for Customer Service Tools.
- Work closely with key stakeholders to shape and oversee the product vision and roadmap for CS tools, ensuring that they align with customer requirements and business goals.
- Assume accountability for the product development procedures and guide the product team through the development cycle.
- Carry out usability testing, collect user feedback, and analyze metrics to iteratively enhance and optimize CS tools, with the ultimate aim of improving efficiency and bolstering customer satisfaction.
We collaborate to establish a marketplace that facilitates the circulation of various forms of value. However, the path to this objective is undeniably challenging.
To address these unique challenges and drive disruptive innovation, each team member assumes responsibility for their role and leverages their expertise to enable the team to develop the best possible product.
Our endeavors are firmly rooted in Mercari's three core values: Go Bold, All for One, and Be a Pro.
While the Mercari marketplace app has been downloaded by millions of users, and each individual utilizes it uniquely, we acknowledge that we have further to go in fulfilling our mission of "circulating all forms of value to unleash the potential in all people." This is why we consistently push ourselves to embrace the latest innovations, allowing our company to evolve.
Within this dynamic environment, the Product Manager position requires not only engineering skills and knowledge but also the ability to identify promising "seeds" within trends and user needs and seize the resulting business opportunities.
In the CS Product team, we are committed to the mission of providing the finest platform and tools to empower our Customer Service team in delivering outstanding support to our valued customers. We recognize that accomplishing this objective entails tackling distinctive challenges and perpetually pursuing disruptive innovations. Each team member embraces ownership of their work, harnessing their expertise to contribute to the development of exceptional products.
If you are enthusiastic about changing the world through the planning and execution of ambitious ideas while collaborating with the diverse talent at Mercari, then this role is tailor-made for you!
- Alignment with the mission and values of the Mercari Group and its affiliated companies.
- A track record of at least three years as a project manager in the realm of internet or smartphone-related products, or in a related field.
- Proficiency in collaborating with diverse teams, including engineers, test engineers, infrastructure teams, designers, and others, to bring a service to fruition.
- Experience in crafting detailed specifications for engineers and test engineers.
- Demonstrated leadership and communication abilities, capable of motivating and empowering team members.
- Proficiency in data-driven decision-making, using data to inform and guide strategies.
- A genuine passion for the product and its success.
- Strong foundational understanding of engineering, including programming, databases, microservices, infrastructure, and AI.
- Proficiency in Agile development methodologies and a solid grasp of the software development cycle (SDLC).
- Experience in using customer journey maps, UX design, information design, and related concepts to create user-centric products.
- Proven track record of significantly contributing to the attainment of KPI (Key Performance Indicator) goals.
- Knowledge and practical experience related to Customer Service tools, including data analysis and KPI measurement.
- Familiarity with Business Process Re-engineering (BPR) or System Integration (SI) consulting, demonstrating experience in these areas.
- You might be requested to share an experience from your professional journey where you exhibited leadership in enhancing the efficiency of Customer Service tools or other tools employed by Intel users.
- You may be asked to present a concept for expanding Mercari's services.
- The interview may be conducted in English, regardless of your language proficiency. While perfect fluency is not mandatory, we will be assessing your willingness to actively participate in the conversation.
(See this page for details.)
- Japanese: Proficient (CEFR - C1) required.
- English: Independent (CEFR - B2) preferred
Check here for more information about CEFR.
Employment Status
Full-time
The probationary period at our company lasts for the initial three months after joining. During this probationary period, your contract conditions will be identical to those of a permanent employee.
Office
Roppongi
- We have a strict no-smoking policy within our office premises.
- At Mercari, we have implemented a work style policy called "Your Choice." This policy grants each team member the autonomy to decide whether they prefer to work in the office or opt for full remote work, with certain exceptions made for specific job roles.
Work Hours
- Full flextime (no “core time” or “flex time”).
- *Does not apply to all positions
Holidays
- Two days off per week (as well as national holidays, New Year's break, etc.).
- Paid leave, congratulatory and bereavement leave, relax days, sick leave
Salary
- Annual salary paid in 12 monthly installments (including fixed overtime allowance).
- Based on skills, experience, and abilities.
- Reviewed twice a year
Benefits
- Complete health and social insurance.
- Incentive program.
- Support systems, including those that benefit the employee’s family members
Support
- Relocation support.
Circulate all forms of value to unleash the potential in all people
"How can I contribute to society's prosperity given our limited resources?" This question served as the inspiration for the creation of the Mercari marketplace app in 2013 by our founder, Shintaro Yamada, during his travels around the world. We firmly believe that by facilitating the circulation of various forms of value, extending beyond physical items and money, we can open doors for individuals to pursue their aspirations and make positive contributions to society and those in their proximity. Mercari is committed to leveraging technology to connect people across the globe, ultimately striving to build a world where everyone can unlock their full potential. For more details on Mercari Group's mission, please refer to Mercari's Culture Doc.
Equal Opportunity Hiring
At Mercari, our mission is to build a world where no one's potential is constrained by their background, and where everyone has the liberty to generate value. We strongly emphasize that fostering a culture of Diversity & Inclusion is integral to realizing our mission.
This principle naturally extends to our hiring procedures. Mercari is dedicated to eradicating discrimination based on attributes such as age, gender, sexual orientation, race, religion, physical abilities, and other similar factors. Our objective is to ensure that individuals who resonate with our mission and values can become part of our team, regardless of their personal backgrounds. For more detailed information, please refer to our D&I Statement.
