Job Description
Team’s Mission / Work Responsibilities
The CS Product team is responsible for providing exceptional customer service that exceeds our customers' expectations, by delivering unique and timely support that addresses their needs with empathy and professionalism.
To achieve our mission, we develop and maintain an efficient and user-friendly platform for our Customer Service team, enabling them to provide exceptional support and assistance to our customers. We strive to continuously innovate and iterate on our tools and solutions to drive customer satisfaction, resolution speed, and Customer Service team efficiency. Through collaboration and constant improvement, our team is dedicated to optimizing the customer service experience and ensuring that our customers receive the best support possible.
Unique and Bold Challenges
We work together to create a marketplace that circulates all forms of value, but the road leading to this goal is by no means easy.
In order for us to take on completely unique challenges and create disruptive innovation, each individual takes ownership of team work and makes use of their expertise so that the team can create the best product possible.
Our actions for achieving these goals are based on Mercari's three values: Go Bold, All for One, and Be a Pro.
The Mercari marketplace app has been downloaded by millions of users, and each individual user utilizes the service in their own particular way. However, we still have a ways to go to achieve our mission of “circulate all forms of value to unleash the potential in all people.” This is why we are constantly challenging ourselves with the latest innovations, which allows us to grow as a company.
In this environment, the Technical Product Manager position requires not only engineering skills and knowledge, but also the ability to identify interesting “seeds” from trends and user needs and harvest the business opportunities that they yield.
In the CS Product team, we are driven by the mission to provide the best platform and tools for our Customer Service team to support our valued customers. We understand that achieving this goal involves facing unique challenges and continuously striving for disruptive innovation. Each member of our team takes ownership of their work, leveraging their expertise to contribute to the creation of exceptional products.
If you are interested in changing the world through the planning and implementation of bold ideas by teaming up with the diverse members who work at Mercari, then this is the role for you!
Responsibilities
- Leading the product lifecycle from ideation through technical development to launch, including defining product roadmap, setting milestones, driving deliverables, and considering stakeholder feedback.
- Collaborating with different cross-functional teams to align product vision, ensuring the product meets both user and business goals.
- Establishing, monitoring, and measuring product success using various key technical metrics and analytics.
- Identifying, documenting, and communicating technical product requirements and specifications to the engineering department.
- Responding promptly to any technical issues encountered after product launch and working towards their resolution.
- Managing stakeholders communication effectively, keeping them updated about progress, seeking necessary approvals, and addressing queries in a timely and concise manner.
- Ensuring the alignment of product developments with company mission, goals , and objectives.
- Prioritizing product features backlog to ensure focus on delivering maximum business value is maintained.
- Guiding the Agile Team by creating and maintaining groomed backlog, collecting the voice of the internal customer, and endorsing an interactive and incremental delivery mentality.
- Advocating for high standards of user experience, maintaining a deep understanding of platform use cases and regularly visiting internal customers to observe usage behaviors.
- Ensuring compliance with all legal, regulatory and organizational standards and requirements.
Qualifications
Required Qualifications
- Shared belief in the mission and values of Mercari Group and its various companies
- Six or more years of experience working as a technical product manager for internet/smartphone-related products (or similar experience)
- Experience in software development as engineer and working with engineers, test engineers, infrastructure teams, designers, etc. to create a service
- Experience creating specifications for engineers/test engineers
- Leadership and communication skills that can motivate and empower others
- Skill in leveraging data to make decisions
- Passion for the product
- A BS in Computer Science, Engineering, or equivalent.
Preferred Qualifications
- Fundamental knowledge of engineering (programming, databases, microservices, infrastructure, AI, etc.)
- Experience with Agile development; understanding of the software development cycle (SDLC)
- Experience with customer journey maps, UX design, information design, etc. to design and develop products with a focus on the users
- Experience contributing prominently to the achievement of KPI goals
- Knowledge and experience related to Customer Service tools (data analysis, KPI measurement, etc.)
- Experience with BPR (Business Process Re-engineering) or SI (System integration) consultant.
Screening Criteria
- We may ask you to talk about a time in your career when you demonstrated leadership improving efficiency of Customer service tools or any other tool used by intel users.
- We may ask you to pitch an idea for how you would grow Mercari’s services.
- We may conduct your interview in English, regardless of your language ability. While we do not require flawless speaking ability, we will be checking to see how willing you are to engage in the conversation.
(See this page for details.)
Language Requirements
- Japanese: Proficient (CEFR - C1) required
- English: Independent (CEFR - B2) preferred
Check here for more information about CEFR.
About the Company
Our Mission
Mercari is a Japan-based company with the mission of “creating value in a global marketplace where anyone can buy & sell.” Having continuously worked toward this goal since our founding in 2013, we are now transforming from a startup into a global player. While this transformation brings its own specific set of challenges, we believe that solving them one after another will allow us to fully achieve our mission. Are you interested in working together to take on these exciting challenges?
Our Culture
Mercari’s culture has been central to the company since our founding, with the three core values of Go Bold, All for One, and Be a Pro. In addition, the “Trust & Openness” value was introduced to embody our culture of mutual trust, where information remains transparent and rules are kept to a minimum. Regardless of how big Mercari gets, our culture is essential to achieving our mission and will be promoted throughout our organization.
Circulate all forms of value to unleash the potential in all people
"What can I do to help society thrive with the finite resources we have?" The Mercari marketplace app was born in 2013 out of this thought by our founder Shintaro Yamada as he traveled the world. We believe that by circulating all forms of value, not just physical things and money, we can create opportunities for anyone to realize their dreams and contribute to society and the people around them. Mercari aims to use technology to connect people all over the world and create a world where anyone can unleash their potential.For more information about Mercari Group’s mission, see Mercari's Culture Doc.
Equal Opportunity Hiring
Here at Mercari, we work to realize a world in which no one’s potential is limited by their background and everyone has the opportunity to freely create value.
We also firmly believe that a mindset of Inclusion & Diversity is essential for us to achieve our mission.This, of course, extends to our hiring practices as well. Mercari is committed to eliminating discrimination based on age, gender, sexual orientation, race, religion, physical disability, and other such factors so that anyone who shares our mission and values can join us, regardless of their background.
For more details, please read our I&D Statement.