Job Description:
Business Overview
Rakuten Group, a global leader in internet services headquartered in Japan, empowers individuals, businesses, and society through innovative services and technologies. Our Technology division is spearheading initiatives that integrate cutting-edge solutions to enhance user experiences and facilitate business growth.
Department 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.
Position:
Why We Hire
Looking for TPM, who can help in providing Human Chat Solution to Rakuten Mobile Agents.
Position Details
The successful candidate will have a background in SaaS Customer Success Management, business analysis, customer care delivery and a passion for delivering a great user experience.
They need to have a technical background and be willing to roll up their sleeves to participate in development activities.
Daily activities include web-based chat performance analysis, communication with customers, and coordination of tasks and cross-functional team members. This position will be tactically focused on ensuring delivery of client services and performing general support as needed by client.
The Digital Program Manager will work to understand our clients’ business, technical, and reporting requirements and to ensure that the solutions and services provided by Solution meets the client’s objectives.
- Serve as primary point of contact for client
- Responsible for the successful deployment of live chat projects for enterprise customers, ensuring that projects meet or exceed customer expectations
- Lead workshops and consult with clients to help develop requirements for live chat projects
- Day to day management of the allocated project team resources, and customer project team resources, to ensure successful completion of the project milestones
- Responsible for maintaining on time achievement of project milestones & budget, and strong focus on the customer which can be at times in conflict with each other
- Partner with account managers and customer success managers to conduct need assessments on a regular basis to ensure excellent customer service is being provided
- Proactively identify opportunities working with the client to define strategy and roadmap
- Analysis of solution performance data to identify new opportunities supported by ROI data and presenting meaningful business information to drive growth
- Provide direction, leadership, and coaching on live chat technology
- Adapt to and lead change and coach others in the acceptance and support of change
- Responsible for adherence to project management standards and processes while maintaining exceptional customer focus
- Ensure project progress and information is communicated frequently and the internal and external customers are supported in the most appropriate manner
- Support recurring client performance reporting (weekly, monthly, quarterly)
- Participate in live chat design initiatives with client based on data analysis, best practices, and customer experience
- Provide client KPI reporting for metrics on program success
Mandatory Qualifications:
- Previous experience supporting digital solutions
- Must have spent at least 3-5 years in a hands-on technical role in live chat projects
- Must have 3+ years consulting or professional services experience
- Must be familiar with live chat technologies
- Expertise in SDLC methodologies
- Experience with driving and implementing process improvement initiatives
- Strong team building and talent management skills, and the ability to motivate team members to achieve goals, with the ability to creatively solve problems, and manage calmly under pressure
- Superior project management skills with solid experience in technical project management
- Ability to manage multiple projects, priorities and/or teams across multiple functions
- Extremely capable of a high degree of parallelism/multitasking
- Excellent organization and time management skills
- Demonstrated coaching and mentoring skills, helping others learn quickly and efficiently
- Ability to provide positive and constructive feedback that enables others to succeed
- Deep experience in technical project management including sound understanding of good design, system scalability, and troubleshooting
- Ability to derive business benefits or improvement opportunities from analysis of technical data
- Experience with using an analytical approach to inform business/technical specifications and/or interface design
- A general analytical approach to problems. An understanding of data sets and the ability to derive meaning from data
- Must have the ability to define problems, collect data, establish facts, and draw valid conclusions
- Must have superb communication skills (both written and oral), including group presentation skills and is comfortable in interfacing with various levels of internal and external stakeholders, technical and nontechnical staff
#technologyservicediv
#producer #productmanager
#engineer
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