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About the Role

As a Regional Merchant Operations Manager, you will serve as a subject matter expert in merchant operations and frontline execution. You will directly manage operational performance, resolve complex live incidents, and coach field teams to optimize restaurant workflows, drive merchant growth, and uphold high operational standards across the region.

Responsibilities

• Diagnose and elevate operational metrics (Open Rate, Order Acceptance Rate, Downtime, Schedule Hours) through data-driven workflow improvements.
• Consult directly with restaurant partners on packaging standards, kitchen dispatch workflows, and POS system integrations to maximize throughput.
• Act as the primary escalation point for critical live-order failures, store outages, and food/packaging quality complaints.
• Streamline merchant onboarding to accelerate time-to-first-order and maintain store retention.
• Partner with key accounts to analyze sales data and execute menu, pricing, and promotional optimizations to drive revenue.
• Direct, coach, and manage day-to-day operations for regional specialists and field reps.
• Track daily/weekly operational KPIs and enforce established SOPs to ensure high service reliability.

Requirements

• 3+ years in Food Delivery, Quick-Commerce, On-Demand Delivery, or F&B Retail Operations.
• 3+ years of direct team management experience coaching operational or account teams.
• Proficiency in Excel/Google Sheets.
• Familiarity with Salesforce, Tableau, or SQL to analyze operational data.
• Excellent interpersonal and communication skills in English and Japanese.
• Strong understanding of restaurant POS integrations, kitchen workflows, and last-mile delivery dynamics.

Skills

• Excel
• Google Sheets
• Salesforce
• Tableau
• SQL
• Interpersonal skills
• Communication skills
• Restaurant POS integrations
• Kitchen workflows
• Last-mile delivery dynamics

Location

• Tokyo

Work Type

• Regular
• Full-time

Experience Level

• 3+ years of leadership

About the Company

• CP One Japan is a wholly owned subsidiary of Coupang, Inc. (NYSE: CPNG), a Fortune 150 company listed on the New York Stock Exchange and recognized as a leading technology company.
• CP One Japan offers food delivery service in Japan under the brand name of “Rocket Now”, and is committed to delivering fast, reliable, and customer-centered food delivery service to Japanese consumers by leveraging Coupang’s advanced technology and innovative logistics solutions.
• Our corporate mission is to deliver a ‘wow experience’ to customers.
• Rocket Now launched a delivery platform with no delivery fees or service charges to ease the burden on customers who use the food delivery service.
• Rocket Now is deeply committed to pioneering the future of Japan’s delivery market.
• We aim to fundamentally transform the food delivery industry by building truly customer-first services.
• Rocket Now provides employees with opportunities to continuously lead innovation and to take initiative without hesitation based on agility and boldness to deliver results.
• If you are passionate about delivering exceptional service to customers and pioneering new markets, join Rocket Now today.

Equal Opportunity

• CP One Japan is an Equal Opportunity Employer committed to fair and inclusive hiring practices in accordance with Japanese labor laws.
• We welcome applications from all qualified individuals and ensure that employment decisions are made without discrimination based on unreasonable grounds, including the following grounds: Labor Union Membership, Gender, Age, Disability.
• We conduct a fair hiring process that respects the fundamental human rights of all employees.
• We do not discriminate based on race, nationality, ideology, religion, etc. during the recruitment or hiring process.
• We are committed to fostering a respectful, inclusive, and diverse workplace where all individuals can thrive.
• Selection for employment is based solely on individual merit, qualifications, and business needs.