Merchant Quality & Growth Strategy Manager

About this role

Description

About Rocket Now

Rocket Now is a food delivery service with no delivery or service fees. Consumers can enjoy a wide variety of cuisines, from Japanese and Western food to healthy options, as well as desserts and drinks, quickly and affordably. The service is currently available mainly in Hokkaido, Tohoku (Sendai), Kanto (Tokyo, Kanagawa, Saitama, Chiba), Chubu (Aichi,

Shizuoka), Kansai (Osaka, Kyoto, Hyogo), Hiroshima, and Kyushu (Fukuoka). Rocket Now won the Excellence Award in the Shopping Category at the Best App Awards 2025. Furthermore, it has achieved the No. 1 ranking in the Food Delivery App category for nine consecutive months on both the iOS and Android app stores (*1), and the app continues to grow, surpassing 5 million downloads in just 15 months since its launch (*2). *1 Based on integrated iOS and Android data from July 2025 to March 2026. *2 As of January 14, 2025, service release date (Source: Global Market Intelligence: Sensor Tower)

About CP One Japan

CP One Japan LLC is the Japanese subsidiary of Coupang, Inc. (NYSE: CPNG), a US-based company listed on the NYSE (New York Stock Exchange) and one of the Fortune 150 companies, known as a technology company. CP One Japan operates the "Rocket Now" brand food delivery service in Japan, leveraging Coupang's technological capabilities and innovative logistics solutions to provide fast, reliable, and customer-oriented food delivery services to Japanese consumers.

Job Description

Role Overview

The Merchant Quality & Growth Manager builds and executes the operational quality, product operations, and commercial growth engines for Rocket Now’s merchant ecosystem. In this multi-faceted role, you will design robust quality frameworks to elevate partner service standards, drive commercial expansion through promotional product adoption (coupons, offers, loyalty), and lead our strategic "Same Price as In-Store" (SPAIS) initiative.

Additionally, you will serve as the critical Product Operations bridge between frontline merchant teams and Global Product/Engineering teams. You will translate merchant pain points into technical product requirements, own the commercial rollout of new merchant portal features, and drive self-serve tool adoption to build a seamless, scalable partner ecosystem.

Key Responsibilities

Merchant Quality Frameworks & SLA Governance

Quality Framework Design: Build, implement, and maintain comprehensive Merchant Quality Frameworks (e.g., Store Health Scoring, Quality Tiers, Defect Classification Models) to systematically evaluate store performance with clear actionable insights.

Root Cause Analysis (RCA) & Remediation: Develop diagnostic playbooks and automated alert systems to identify chronic operational bottlenecks, running targeted root-cause interventions with underperforming accounts.

Product Operations & Feature Rollouts

Voice of Merchant & Requirements: Act as the primary liaison between local commercial teams and Global Product/Tech teams. Gather, synthesize, and prioritize merchant pain points to shape the product roadmap and localized feature sets.

GTM & Product Launch Execution: Lead the end-to-end operational rollout of new merchant-facing tools, growth features (promotional self-serve tools, loyalty integrations), and merchant portal enhancements.

Pilot Program Management: Design and run beta/pilot tests with target merchant cohorts for new tech features, iterating on feedback and measuring tool adoption before platform-wide deployment.

In-Product Automation: Partner with Product teams to automate manual touchpoints, such as automated quality alerts, self-serve SPAIS badge verifications, and performance dashboards.

Portfolio Growth

Joint Growth & Quality Plans: Conduct executive performance reviews that combine operational quality health with GMV growth roadmaps, proving that higher fulfillment reliability drives consumer repeat rates.

Promotional Product Adoption: Scale merchant adoption of Rocket Now Martech features, including coupons, offers, and platform loyalty programs.

"Same Price as In-Store" (SPAIS) Strategy

SPAIS Execution: Lead strategy for partner adoption of the "Same Price as In-Store" initiative, demonstrating the volume and conversion uplift of maintaining pricing parity.

Price Parity Governance: Audit pricing alignment across physical and digital menus, implementing commercial guardrails and incentives to maintain platform price competitiveness.

Data Analytics & Cross-Functional Leadership

Data Analytics: Strong analytical capability, connecting data insights to clear business actions.

Cross-Functional Alignment: Align Operations, Sales, Marketing, and Product/Engineering teams to ensure frontline commercial execution matches technical product capabilities.

Qualifications

Required

• Experience: 4+ years in marketplace operations, product operations, merchant strategy, or commercial operations within a tech, e-commerce, or food delivery environment.

• Product Operations Exposure: Demonstrated experience bridging business needs with Product/Engineering teams, managing product rollouts, gathering PRD requirements, or driving tech feature adoption.

• Framework Design: Proven track record in designing and implementing operational quality frameworks, SLA governance structures, or vendor scoring systems.

• Analytical Skills: Advanced proficiency in SQL and data visualization tools (Sheets, PowerBI, Superset) to build operational diagnostics and product usage models independently.

• Communication & Language: Outstanding presentation and stakeholder management skills. Fluent/Business-level English and Japanese.

Preferred

Background in food delivery, e-commerce, three-sided marketplaces, or tech strategy.

Direct experience with quality / growth or product operations

What Success Looks Like

Robust Quality Ecosystem: Standardized Quality Framework deployed platform-wide, resulting in measurable reductions in order defects, cancellations, and prep…