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Mercari

Peer-to-peer mobile marketplace for secondhand goods

Operation Planner

Warehouse & FulfillmentConfirmed live in the last 24 hours
Full-timeUrayasu, Chiba, JapanNo salary listed

About the Job

Requirements

  • At least three years of warehouse operations experience; experience across multiple processes such as receiving, shipping, inventory, returns, or inspection is desirable.
  • Experience operating and improving a frontline operation using KPIs, from making performance visible through identifying and prioritizing issues, executing improvements, and evaluating their effects.
  • Practical experience with initial incident response or recurrence prevention for issues such as mis-shipments, loss, damage, inventory discrepancies, or warehouse delays.
  • Experience collaborating with third-party logistics providers or contractors to drive frontline execution and results.
  • Experience using a warehouse management system or building frontline operations around systems, including handling exceptions and data consistency.
  • Ability to break down operational phenomena into processes, work, data, and constraints, identify root causes, and implement and sustain improvements.
  • Japanese proficiency at Independent level (CEFR B2) is required.

Responsibilities

  • Maintain stable warehouse operations and resolve bottlenecks across receiving, storage, shipping, returns, inspection, and authentication processes.
  • Monitor KPIs such as processing capacity, productivity, mis-shipment rate, damage rate, inventory discrepancies, and service-level attainment; identify and prioritize issues and implement improvements.
  • Prepare frontline operations for peak periods, including campaigns and seasonal fluctuations, by establishing procedures, arranging materials, providing training, and supporting launches.
  • Work with third-party logistics frontline managers and leaders to identify issues in quality, delivery, and productivity based on facts, and drive countermeasures through sustained implementation.
  • Implement improvements in frontline operations, including work standards, training, audits, layout and workflow changes, and exception-handling rules.
  • Verify improvement effects by comparing metrics before and after changes, observing operations, and checking for recurrence; design follow-up actions.
  • Respond initially to mis-shipments, loss, damage, inventory discrepancies, warehouse stagnation, and system-related delays by identifying impact, applying interim measures, and gathering facts.
  • Perform root-cause analysis, including 5 Whys and causal decomposition, and implement and sustain recurrence-prevention measures through standard operating procedures, training, and audits.
  • Share facts with customer support and related teams, organizing evidence, logs, and frontline information needed for compensation decisions.
  • Develop standard operating procedures, quality standards, training materials, and audit criteria in forms that can be used consistently by frontline teams, including third-party logistics providers.
  • Improve processes, workflows, and layouts; establish standard work times and balance lines.
  • Roll out operational changes for new services and initiatives, including transition, training, and resolution of initial defects.
  • Establish and stabilize warehouse operations based on warehouse management systems, including exception handling, data quality, and operational rules.
  • Assess frontline impacts of system feature additions and modifications; support user acceptance testing, operational transitions, and training. The role does not lead product development but organizes requirements from a frontline perspective and supports acceptance and adoption.
  • Coordinate across warehouse operations, customer support, systems teams, and external third-party logistics vendors, organizing issues based on frontline facts and translating agreement into execution.
  • Stabilize exception-heavy operations, including authentication, customer-to-customer returns, and cross-border services, as systems rather than relying on ad hoc operational handling.

Desired Qualifications

  • Experience operating reverse logistics or quality-intensive processes such as authentication and inspection.
  • Practical experience with Lean, Industrial Engineering, or Six Sigma methods, including process analysis, standard work times, and line balancing.
  • Experience supporting warehouse launches, relocations, expansions, major layout changes, or automation implementation.
  • Experience improving and advancing operations through data analysis, such as SQL or business intelligence tools.
  • Experience extending improvements and standardization across multiple sites.
  • English proficiency at Independent level (CEFR B2).

About the Company

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Mercari

Peer-to-peer mobile marketplace for secondhand goods

Mercari operates a mobile peer-to-peer marketplace for buying and selling secondhand goods. Users list items by taking photos in the app, and buyers complete purchases there, with payments held in escrow until receipt is confirmed. Revenue comes from seller fees (10% in Japan; 10% plus 3.6% buyer protection in the US), plus Merpay payments and promoted listings, plus shipping partnerships for integrated delivery. The platform differentiates itself through a simple mobile experience, escrow and buyer protection, shipping integration, and a broader marketplace including Mercari Shops for sellers, with a goal of extending product life and supporting a circular economy.

Company size
1,001-5,000
Company stage
IPO
Headquarters
Tokyo, Japan
Founded
2013

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