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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.
• Formulate and execute growth strategies with strategic restaurant partners by leveraging sales analytics to optimize menu architecture, pricing strategies, and promotional campaign performance.
• Engineer and refine the merchant onboarding journey to accelerate time-to-first-order (activation) and develop targeted retention programs to systematically minimize merchant churn.
• Recruit, coach, and manage a team of regional merchant operations specialists and field reps.
• Set clear Daily/Weekly KPIs (merchant retention, operational efficiency, team response times), conduct performance reviews, and build career growth plans for team members.
• Establish Standard Operating Procedures (SOPs) for restaurant onboarding, menu management, and emergency response, ensuring high operational standards across the team.
• Foster a performance-driven, supportive, and collaborative team environment.

Requirements

• 5+ years of total work experience
• 3+ 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.
• 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.

Skills

• Data-driven workflow improvements
• Restaurant operations
• POS integration
• Last-mile delivery dynamics
• Sales analytics
• Menu architecture optimization
• Pricing strategies
• Promotional campaign performance
• Merchant onboarding
• Merchant retention
• Team management
• KPI setting
• Performance reviews
• Career growth planning
• SOP development
• Training
• BI tools (Tableau, PowerBI, SQL)
• CRM (Salesforce)
• Management consulting
• Strategic operations
• Fast-scaling tech startups

Location

• Tokyo

Work Type

• Regular
• Full-time

Experience Level

• Senior

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.
• 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.