Regional Merchant Operation Manager (Rocket Now Merchant Ops & AM)

About this role

<p><strong><span data-contrast="auto">Company Introduction </span></strong></p> <p>CP One Japan, a wholly owned subsidiary of Coupang, Inc. (hereinafter “Coupang”), 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.</p> <div class="ewa-rteLine">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.</div> <div class="ewa-rteLine"> </div> <div class="ewa-rteLine">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.</div> <p> </p> <p><strong><span data-contrast="auto">Role Overview</span></strong><strong><span data-contrast="auto"> </span></strong><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p> <div>As a Regional Merchant Operations Manager, you will serve as a subject matter expert in merchant operations and frontline execution. You will directly manage operational performance, resolve complex live incidents, and coach field teams to optimize restaurant workflows, drive merchant growth, and uphold high operational standards across the region.</div> <p> </p> <p><strong><span data-contrast="auto">What You Will Do</span></strong><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p> <ul> <li> <div>Merchant Operations & Operational Excellence</div> <ul> <li> <p>Fulfillment Optimization: Diagnose and elevate operational metrics (Open Rate, Order Acceptance Rate, Downtime, Schedule Hours) through data-driven workflow improvements.</p> </li> <li> <p> </p> <p>Kitchen & Workflow Advisory: Consult directly with restaurant partners on packaging standards, kitchen dispatch workflows, and POS system integrations to maximize throughput.</p> </li> <li> <p> </p> <p>Live Incident Management: Act as the primary escalation point for critical live-order failures, store outages, and food/packaging quality complaints.</p> </li> </ul> </li> <li>Merchant Growth <ul> <li> <p>Onboarding & Activation: Streamline merchant onboarding to accelerate time-to-first-order and maintain store retention.</p> </li> <li>Revenue & GMV Execution: Partner with key accounts to analyze sales data and execute menu, pricing, and promotional optimizations to drive revenue.</li> </ul> </li> <li>Team Execution & Operational Leadership <ul> <li> <p>Coaching & Oversight: Direct, coach, and manage day-to-day operations for regional specialists and field reps.</p> </li> <li> <p> </p> <p>KPI & Quality Control: Track daily/weekly operational KPIs and enforce established SOPs to ensure high service reliability.</p> </li> </ul> </li> </ul> <p> </p> <p><strong><span data-contrast="auto">Basic Qualifications</span></strong><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p> <ul> <li>5+ years total work experience</li> <li> <p>3+ years in Food Delivery, Quick-Commerce, On-Demand Delivery, or F&B Retail Operations.</p> </li> <li> <p>3+ years of direct team management experience coaching operational or account teams. (it can be adjusted)</p> </li> </ul> <p><span data-contrast="auto"> </span><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p> <p><strong><span data-contrast="auto">Preferred Qualifications</span></strong><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p> <ul> <li>Proficiency in Excel/Google Sheets; familiarity with Salesforce, Tableau, or SQL to analyze operational data.</li> <li> <p>Excellent interpersonal and communication skills in English and Japanese.</p> </li> <li> <p> </p> <p>Strong understanding of restaurant POS integrations, kitchen workflows, and last-mile delivery…