Job Description
Business Overview
Rakuten is Japan's largest marketplace and Internet ecosystem, offering a wide range of more than 70 services, including e-commerce, travel, banking, fintech, food delivery, golf, insurance, instant messaging, and mobile networking. Rakuten offers more than 140 services worldwide, of which Communications & Energy Company is the division that operates the cell phone business and other telecommunications and electric energy-related businesses.

Please see below for a list of Communications & Energy Company's services*.

Department Overview
Rakuten Mobile commenced full-scale service provision in April 2020, following capital investment centred on mobile base station deployment since 2019. Since then, alongside the ongoing expansion of base stations to enhance communication quality, we have offered the "Rakuten Strongest Plan" across our nationwide service area, enabling unlimited high-speed data communication, including 5G.

The Rakuten Group MVNO Division provides Rakuten Mobile lines to businesses and members of the Rakuten economic ecosystem who utilise Rakuten's diverse services (marketplaces, travel, cards, payments, etc.), leveraging synergies within the Rakuten ecosystem.

MVNO operators develop unique services that address users' granular needs – needs often overlooked by MNOs – while capitalising on the strengths and characteristics of their existing businesses.

The MVNO Operations Department drives operational activities for each MVNO initiative, designing operations for each measure based on standardised procedures and systems. This ensures the reliable development of user-friendly, incident-free operations and systems that comply with legal requirements. Furthermore, actual operations are outsourced not only to in-house teams but also to external vendors; managing these arrangements enables us to strive for the provision of higher-quality services.

Position
Why We Hire
Recruitment of additional staff.

Within our MVNO business, we are rolling out new initiatives one after another. As the synergistic effects of these accelerate the growth of our mobile operations, their role has become increasingly vital.

We are recruiting to ensure the operational launch of multiple new initiatives and the reliable management of existing ones.

Position Details

• Responsible for launching new initiative operations, managing KPIs post-launch, and improving operations through incident management.

Specifically

• Negotiating with originating business units, planning departments, contractors, legal/external affairs, procurement, and Rakuten Mobile operations departments.
• Supporting operational design and implementation.
• Obtaining necessary internal approvals for operational launch (e.g., operational design, contractor engagement, pre-launch procedures).
• Managing and improving operational KPIs
• Managing incidents, investigating root causes, developing recurrence prevention measures, and supporting implementation

Attractiveness and Rewards

• Responsibility spans a broad operational spectrum from launch to management, encompassing KPI oversight and incident handling. This enables involvement in diverse aspects underpinning MVNO operations—including customer support, service activation, system integration, and quality/risk management—fostering specialised expertise in telecommunications operations.
• The operations you establish directly impact service quality, customer satisfaction, and ultimately business growth. You will tangibly feel how your work contributes to customer satisfaction and business expansion.
• Working collaboratively with diverse stakeholders—including operational outsourcing partners, development teams, legal/external affairs departments, and business units driving initiatives—enables you to absorb broad perspectives and knowledge through cooperation with professionals in their respective specialised fields. This comprehensively enhances business skills such as communication, coordination, and problem-solving abilities.

Work Environment
The MVNO Business Division Operations Department is broadly divided into two groups:

Process Standardization Group and Project Implementation Operation Group.

They comprise three and five members respectively.

Mandatory Qualifications

• At least two years of working experience

Desired Qualifications

• Individuals possessing the logical thinking, communication skills, sense of responsibility, ownership mindset, and adaptability to change that Rakuten values
• Motivation to proactively learn new knowledge and skills: Individuals with the drive and ambition to take the initiative in learning and absorbing new knowledge, even in unfamiliar or complex areas
• Experience working in the telecommunications industry, along with fundamental knowledge and interest in telecommunications services
• Interest in operational improvement and efficiency (identifying current challenges and seeking better solutions)
• Experience in data analysis and numerical management (data aggregation and analysis using Excel, KPIs)
• Experience in manual creation, flow design, and organising operational procedures and rules

business #communicationsandenergy #GA #customersupport

Languages
Japanese (Overall - 4 - Fluent)