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About the Role

As a Senior Regional Merchant Operations Manager, you will define operational bottlenecks, design scalable frameworks, and drive 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.

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.
• Define, analyze, and solve complex operational inefficiencies across open rates, downtime, and acceptance metrics by designing systemic solutions.
• Standardize kitchen dispatch and POS integration frameworks for enterprise and multi-chain restaurant partners.
• 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.
• Leverage advanced sales analytics to build scalable menu architecture, pricing models, and regional promotional strategies.
• Architect the end-to-end merchant onboarding journey to systematically eliminate churn points and maximize partner lifetime value.
• Lead, mentor, and grow a team of operations managers and specialists, fostering a problem-solving culture.
• Establish and continuously refine regional Standard Operating Procedures (SOPs) for onboarding, menu management, and emergency response.

Requirements

• 5+ years in Food Delivery, Quick-Commerce, On-Demand Delivery, or F&B Retail Operations.
• 8+ years of direct team management experience with a track record of driving operational problem-solving.
• Excellent interpersonal and communication skills in English and Japanese.
• Familiarity with Salesforce, Tableau, or SQL to analyze operational data.
• Advanced analytical mindset with proven experience using BI tools (Tableau, PowerBI, SQL) or CRM (Salesforce) to translate raw data into actionable strategies.
• Strong understanding of restaurant POS integrations, kitchen workflows, and last-mile delivery dynamics.
• Background in management consulting, strategic operations, or fast-scaling tech startups.

Skills

• Salesforce
• Tableau
• SQL
• BI tools
• CRM
• POS integrations
• Kitchen workflows
• Last-mile delivery dynamics

Location

• Tokyo

Work Type

• Regular
• Full-time

Experience Level

• Senior
• 5+ years
• 8+ years

About the Company

• CP One Japan, a wholly owned subsidiary of Coupang, Inc., has launched a new food delivery app called ‘Rocket Now’ in selected areas of Tokyo.
• Coupang, Inc. (NYSE: CPNG) is 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.