Senior Product Manager

About Rakuten International  

Rakuten International is a division of Rakuten Group, Inc., a Japanese global technology leader in services that empower individuals, communities, businesses and society. Headquartered in San Mateo, California with more than 4,000 employees worldwide, the Rakuten International business portfolio includes market leaders in e-commerce, digital marketing, advertising, communications and entertainment. We create products and services that provide exceptional value by aligning members and the businesses that want to engage them in a shared community. 

Job Summary:

Rakuten’s America AI & Data Division (AIDD) is seeking a highly motivated and experienced Sr. Product Managerto drive the vision, strategy, and execution of our next-generation agentic customer service experience. In this role, you will be responsible for defining and delivering innovative AI-powered solutions that empower customer service agents to provide exceptional support and improve overall customer satisfaction. You will work closely with engineering, design, and other stakeholders to bring these solutions to life. Our innovative agentic platform is already transforming customer engagement, and we're now poised for a significant global expansion. By leveragingcutting-edge AI, we aim to multiply Rakuten's core capabilities, delivering unparalleled experiences worldwide.

In this role, you will develop, execute, and manage product strategies and roadmaps, ensuring alignment with business objectives and customer needs. You will bridge technical expertise with market insights to guide product development, enhancements, and lifecycle management. You will collaborate with cross-functional teams, including engineering, marketing, and sales, to define product requirements, prioritize features, and oversee execution. By analyzing data and industry trends, you will make informed decisions that drive innovation and value. Your role will include creating product documentation, conducting competitive analyses, and ensuring a seamless product delivery process to achieve organizational goals.

Key Responsibilities:

• Own the end-to-end success of your projects, driving them from inception to launch and beyond.

• Conduct thorough market research, competitive analysis, and customer feedback gathering to identify opportunities and unmet needs in the customer service space. Stay up to date on the latest trends and technologies in AI, LLMs, and customer service.Collaborate effectively with engineering, design, data science, marketing, and sales teams throughout the product development lifecycle.

• Define and track key performance indicators (KPIs) to measure the success of product initiatives.

• Communicate product vision, strategy, and progress effectively to stakeholders at all levels of the organization.

• Assesses project scope and objectives to align deliverables with organizational goals and stakeholder expectations.

• Assists in the management of cross-functional teams to ensure effective collaboration and execution of initiatives.

• Develops more complex features that enhance product capabilities and user experience.

• Designs systems to address technical challenges and improve operational efficiency.

• Confers with stakeholders to understand business needs and translate them into actionable plans.

• Implements processes to optimize product development cycles and ensure timely delivery.

• Coaches less experienced team members to foster skill development and knowledge sharing.

Qualifications:

• Proven track record of successfully launching and managing products that solve complex customer problems.

• Excellent analytical, problem-solving, and data-driven decision-making skills, including technical proficiency and ability to understand complex technical concepts.

• Exceptional communication, interpersonal, and presentation skills.

• Ability to work effectively in a fast-paced, dynamic environment.

• Experience working with distributed teams (locations, time zones) is a plus.

• Experience with AI and Large Language Models (LLMs) is a plus.

• Experience building agent-assist or automation solutions for customer service is a plus.

MinimumRequirements:

• Bachelor's degree preferably in Computer Science, Engineering, Business, or a related field. 

• Master'sDegreePreferred

• 5-7 years of product management experience.

• Agile Certified Product Manager and Product Owner (ACPMPO) certification