[Rocket Now] Regional Merchant Operations Manager

About this role

Company Introduction

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.

Role Overview

As a Senior Regional Merchant Operations Manager, you are a master problem-solver who defines operational bottlenecks, designs scalable frameworks, and drives regional strategic initiatives. You will bridge high-level strategy with local execution, establishing robust SOPs and data-driven solutions to optimize merchant fulfillment and drive sustainable GMV expansion.

What You Will Do

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Merchant Operations & Operational Excellence

• Fulfillment Optimization: Diagnose and elevate operational metrics (Open Rate, Order Acceptance Rate, Downtime, Schedule Hours) through data-driven workflow improvements.

• Kitchen & Workflow Advisory: Consult directly with restaurant partners on packaging standards, kitchen dispatch workflows, and POS system integrations to maximize throughput.

• Live Incident Management: Act as the primary escalation point for critical live-order failures, store outages, and food/packaging quality complaints.

• Root-Cause Bottleneck Resolution: Define, analyze, and solve complex operational inefficiencies across open rates, downtime, and acceptance metrics by designing systemic solutions.

• Workflow Integration: Standardize kitchen dispatch and POS integration frameworks for enterprise and multi-chain restaurant partners.

Merchant Growth

• Onboarding & Activation: Streamline merchant onboarding to accelerate time-to-first-order and maintain store retention.

• Revenue & GMV Execution: Partner with key accounts to analyze sales data and execute menu, pricing, and promotional optimizations to drive revenue.

• Growth Strategy Formulation: Leverage advanced sales analytics to build scalable menu architecture, pricing models, and regional promotional strategies.

• Retention & Funnel Optimization: Architect the end-to-end merchant onboarding journey to systematically eliminate churn points and maximize partner lifetime value.

People Leadership & Process Building

• Team Empowerment: Lead, mentor, and grow a team of operations managers and specialists, fostering a problem-solving culture.

• SOP Architecture: Establish and continuously refine regional Standard Operating Procedures (SOPs) for onboarding, menu management, and emergency response.

Basic Qualifications

• 8+years total work experience

• 5+ years in Food Delivery, Quick-Commerce, On-Demand Delivery, or F&B Retail Operations.

• 5+ years of direct team management experience with a track record of driving operational problem-solving.

• Excellent interpersonal and communication skills in English and Japanese.

• Familiarity with Salesforce, Tableau, or SQL to analyze operational data.

Preferred Qualifications

• Advanced analytical mindset with proven experience using BI tools (Tableau, PowerBI, SQL) or CRM (Salesforce) to translate raw data into actionable strategies.

• Strong understanding of restaurant POS integrations, kitchen workflows, and last-mile delivery dynamics.

• Background in management consulting, strategic operations, or fast-scaling tech startups.

Recruitment Process and Others

Recruitment Process

• Application Review - 1st Virtual Interview - 2nd Virtual Interview – Offer

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The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.

• Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.

Working Conditions

• Employment Type : Regular

• Probationary Period : 3-6months. Confirmation of permanent employment will be subject to an assessment of job performance and role fit during this period.

• Other details will be provided separately

Details to Consider

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This job posting may be closed prior to the stated end date for application if all openings are filled.

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Coupang has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process.

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Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.Job titles and responsibilities may be subject to change depending on the candidate’s overall experience and/or the necessity of business, etc. at the time of joining Coupang and/or after joining Coupang. The job title/duties and responsibilities after such change shall not be subject to any special restriction. The job titles and responsibilities at the time of joining…