Lead System Operation/Maintenance Engineer - Service Operation Department, Product Development Division, Rakuten Payment, Inc.

Job Description:

Business Overview

The Rakuten Group’s core management philosophy is to "empower people and society through innovation." With a user base of over 100 million in Japan (and over 1 billion globally), we provide more than 70 diverse services—ranging from e-commerce platforms like our online marketplace and travel booking sites, to financial services such as online banking, media services, and professional sports. By covering a wide spectrum of life scenes and organically linking our various services, we have built a robust business model known as the "Rakuten Ecosystem."

Within this framework, Rakuten Payment, Inc., as a member of the Rakuten Group’s FinTech group, develops businesses centered on payment services—including "Rakuten Pay," "Rakuten Point Card," "Rakuten Edy," and "Rakuten Check"—as well as marketing solutions.

With the power of technology, we aim to create a world where anyone can enjoy the same value no matter where they are.

As the digital landscape of society rapidly expands, we aim to connect the online and offline worlds more seamlessly, enabling everyone to lead their daily lives with safety, security, and greater convenience through the power of technology.

Striving for such a society, we are committed to addressing the diverse challenges faced by all people and walking together toward the next stage of innovation.
　
Department Overview
With the strength of the Rakuten Point market, which has surpassed 4 trillion yen in total issuance, we are building the "Rakuten Economic Circle" through service collaboration with Rakuten Group companies and the introduction of cashless settlement services in real stores, which are growing at an accelerated pace.
 Our settlement services can be used at approximately 5 million online and offline locations, including supermarkets, convenience stores, and shopping malls nationwide, as well as at approximately 1 million locations where traffic-related e-money can be used, and the number of locations where this service can be used is continuing to expand.
This Product Development Division handles everything from system service planning related to payment services, planning and implementation related to UI/UX, basic and detailed system design, coding, testing, and operation.
As the service expands, you will be able to experience the planning, development, and operation of a very large-scale system.

Team Characteristics
The Operations Improvement Group is an organization where "improvement does not end with a proposal: you take ownership to drive the initiative and measure the actual results."

Why Join Us
Visible Impact: Improvement outcomes (KGI achievement rates) are visualized through metrics, allowing you to clearly see your personal contribution.
Direct Value Creation: An environment where you can directly apply your problem-solving skills to drive growth within a business organization.
Documentation-Driven Culture: A position where you can help build an improvement organization that avoids dependency on individual expertise by fostering a strong documentation culture.

Who We Are Looking For
We welcome candidates who are committed to "seeing improvement projects through to completion within a single organization" and who are driven by a desire to "track success through tangible outcomes."

Position:
Why We Hire

We currently have seven team members driving four strategies in parallel, and we are looking for a senior professional capable of planning and leading our improvement initiatives.

Specifically, for our transformation into a continuous improvement organization (Strategy 2), we need someone who can not only design and strengthen the improvement process itself but also grow into an Assistant Manager (AM) role to support—and eventually deputize for—the Vice Manager for OKG (Operation Department).

This is a senior-level position that requires more than just "driving" improvement activitie: you will be responsible for designing and reinforcing the very framework that makes continuous improvement possible.

　
Position Details
Operation Kaizen Group Kaizen Strategy Lead
You will lead the overall promotion of the continuous improvement strategy (Strategy 2), raising OKG's organizational capabilities, processes, and outcomes on an ongoing basis.
You are expected to grow into an Assistant Manager (AM) who can support and substitute for the Vice Manager.

Phased Strategy Assignment Plan
- Month 1-12: Drive Strategy 2 (Transformation to a Continuous Improvement Organization) and process design
- Over 12 Month: Manage Goals across other strategies, owning end-to-end accountability

Key Responsibilities
- Drive assigned Goal: Baseline measurement, KPI definition, solution planning, ICE evaluation, iteration management
- Design and improve the CIR process, quality gates, and scoring framework
- Mentor 1-2 Goal Managers: review solutions, provide feedback, share best practices
- Support Vice Manager: facilitate triage meetings, create monthly reports, cover during absence
- Document all improvement activities, process designs, and knowledge assets
　
Work Environment

The group has 7 members (as of January 2026).
Proportion of Employee and Partner Staff is 2:5
English is used in global team collaboration.
This position is a senior role responsible for mentoring Goal Managers and driving organization-wide improvement.

Background of team members

Members mainly come from IT consulting firms, BPO/outsourcing companies, or service workforce organizations. Many have experience working on-site at client companies, combining practical know-how with structured methodologies.

Mandatory Qualifications:

- At least 5 years of professional experience: including at least 3 years in PM or operations
- Hands-on experience leading multiple projects simultaneously with stakeholder management
- Ability to independently analyze data using SQL or BI tools: experience in KPI design and measurement
- At least 3 years of end-to-end improvement experience: process design, execution, and measurement
- Experience leading a team or project, including coaching and reviewing others
- Experience creating process design documents, reports, and proposals in Markdown or Confluence
- Japanese and English (Business level)

Desired Qualifications:
- At least 5 years of practical experience in improvement activities or project management (PM).
- Practical experience with Agile/Scrum methodologies (sprint planning, backlog management, and retrospectives).
- Experience in designing and driving cross-functional projects, along with hands-on experience in team management, hiring, and talent development.
- Experience in service level management (SLA/SLO).
- Experience as an IT consultant, delivering IT operational improvements from planning through to execution.
- Ability to lead negotiations and discussions in English with non-Japanese speakers.
- Strong motivation for future management roles and a keen interest in team building.
　
Other Information:
Additional information on Location
NBF Shinagawa Tower
　
Additional information on Secondment
You will be transferred from Rakuten Group, Inc. to Rakuten Payment, Inc.

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Languages:

English (Overall - 2 - Intermediate), Japanese (Overall - 4 - Fluent)