Senior Product Manager - Conversational Experience Department (CXD)
RakutenTokyo, JapanDescription
About Rakuten
Rakuten Group is a global technology innovator serving 1.6 billion members across e-commerce, fintech, digital content, mobile, and more. The AI & Data Division (AIDD) embeds AI at the core of every Rakuten service—fueling personalization, automating workflows & activities, and unlocking new business models.
Department Overview
The vision of the Conversational Experiences Department (CXD) is to change the world’s view of what is possible with AI by creating incredible experiences that ‘just work’. We propose, design, and build AI experiences that bring joy and value to Rakuten businesses, and our mission is to bring these experiences to the world. We build Conversational AI products such as chatbots, voice assistants, and semantic search. We have been employing Large Language Model (LLM) technology for several years, and are on the cutting edge of Japanese language solutions.
Our mission is to actualize 'shopping is entertainment' and maximize the value of Rakuten ecosystem through the delivery of super personal assistants.
You’ll join a 60-person AI for Customer Service team—engineers, TPMs, data analysts, dialogue designers—responsible for modernizing legacy contact-center tooling and workloads into an agentic Generative AI stack codenamed Raptor. We already power Rakuten Mobile’s pre-sale onboarding and support (“RMAA”) and are building the pipeline for of customer service and engagement experience. Now, we’re moving from a successful V1 into the scale-up phase : expanding to all 70 BUs and leveraging AI to multiply Rakuten’s core capabilities in e-commerce, finance, logistics, digital content, and beyond.
Position : Why We Hire
As our Product Manager, AI for Customer Service, you will own the journey from pilot to full-scale operations and drive AIDD’s broader AI ambitions. This is an individual-contributor role with high strategic visibility : you’ll set the roadmap, align stakeholders, ensure world-class execution, and evangelize a product-first mindset across the organization.
Responsibilities
Scale & Grow
- Evolve Raptor from its initial deployment into a 100× scale platform—serving 70 BUs and external customers.
- Deepen our customer-service focus while extending AI-driven solutions into adjacent domains—e-commerce personalization, automated credit decisioning in fintech, dynamic content recommendations, and beyond.
Product Strategy & Roadmap
End-to-End Execution
Cross-Functional Leadership
Long-Term Vision & Impact
Mandatory Qualifications :
Desired Qualifications :
What We Offer :
Ready to drive Rakuten’s AI revolution—scaling from 1 to 100 and beyond? Apply today!
technologyservicediv
productmanager
Languages :
English (Overall - 4 - Fluent), Japanese (Overall - 4 - Fluent)
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