Sr.Manager, Account Management [L6] (RN Merchant Ops&AM)

Please complete the attached Internal Transfer Request Form and submit.
Please make sure to apply with your Coupang e-mail address.
Company Introduction
About Rocket Now
Rocket Now is a food delivery service with no delivery or service fees. Consumers can enjoy a wide variety of cuisines, from Japanese and Western food to healthy options, as well as desserts and drinks, quickly and affordably. The service is currently available mainly in Hokkaido, Tohoku (Sendai), Kanto (Tokyo, Kanagawa, Saitama, Chiba), Chubu (Aichi, Shizuoka), Kansai (Osaka, Kyoto, Hyogo), Hiroshima, and Kyushu (Fukuoka).
Rocket Now won the Excellence Award in the Shopping Category at the Best App Awards 2025. Furthermore, it has achieved the No. 1 ranking in the Food Delivery App category for nine consecutive months on both the iOS and Android app stores (*1), and the app continues to grow, surpassing 5 million downloads in just 15 months since its launch (*2).
*1 Based on integrated iOS and Android data from July 2025 to March 2026. *2 As of January 14, 2025, service release date (Source: Global Market Intelligence: Sensor Tower)
About CP One Japan
CP One Japan LLC is the Japanese subsidiary of Coupang, Inc. (NYSE: CPNG), a US-based company listed on the NYSE (New York Stock Exchange) and one of the Fortune 150 companies, known as a technology company. CP One Japan operates the "Rocket Now" brand food delivery service in Japan, leveraging Coupang's technological capabilities and innovative logistics solutions to provide fast, reliable, and customer-oriented food delivery services to Japanese consumers.
Role Overview
As a Senior Regional Merchant Operations Manager, you are a master problem-solver who defines operational bottlenecks, designs scalable frameworks, and drives regional strategic initiatives. You will bridge high-level strategy with local execution, establishing robust SOPs and data-driven solutions to optimize merchant fulfillment and drive sustainable GMV expansion.
What You Will Do
Merchant Operations & Operational Excellence
Fulfillment Optimization: Diagnose and elevate operational metrics (Open Rate, Order Acceptance Rate, Downtime, Schedule Hours) through data-driven workflow improvements.
Kitchen & Workflow Advisory: Consult directly with restaurant partners on packaging standards, kitchen dispatch workflows, and POS system integrations to maximize throughput.
Live Incident Management: Act as the primary escalation point for critical live-order failures, store outages, and food/packaging quality complaints.
Merchant Growth
Revenue & GMV Expansion: Formulate and execute growth strategies with strategic restaurant partners by leveraging sales analytics to optimize menu architecture, pricing strategies, and promotional campaign performance.
Onboarding & Retention: Engineer and refine the merchant onboarding journey to accelerate time-to-first-order (activation) and develop targeted retention programs to systematically minimize merchant churn.
People Leadership & Process Building
Leadership: Recruit, coach, and manage a team of regional merchant operations specialists and field reps.
Performance & KPIs: Set clear Daily/Weekly KPIs (merchant retention, operational efficiency, team response times), conduct performance reviews, and build career growth plans for team members.
SOP & Training: Establish Standard Operating Procedures (SOPs) for restaurant onboarding, menu management, and emergency response, ensuring high operational standards across the team.
Team Culture: Foster a performance-driven, supportive, and collaborative team environment.
Basic Qualifications
One who is able to work from the following office locations: Tokyo / Osaka / Fukuoka / Nagoya.
8+ years of total work experience
5+ years in Food Delivery, Quick-Commerce, On-Demand Delivery, or F&B Retail Operations.
3+ years of direct team management experience with a track record of driving operational problem-solving.
Strong understanding of restaurant operations, POS integration, and last-mile delivery dynamics.
Preferred Qualifications
Excellent interpersonal and communication skills in English and Japanese.
Advanced analytical mindset with proven experience using BI tools (Tableau, PowerBI, SQL) or CRM (Salesforce) to translate raw data into actionable strategies.
Prior experience in management consulting, strategic operations, or fast-scaling tech startups.
Strong local network and deep knowledge of the regional restaurant and F&B ecosystem.
Recruitment Process and Others
Recruitment Process
Application Review - Job Fit Interview - Focus Interview – Offer
The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.
Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.