[Rocket Now] Regional Merchant Operations Manager (Rocket Now Merchant Ops & AM/Multiple Openings Across Levels/Regions)[L5-6]

About this role

Please complete the attached Internal Transfer Request Form and submit.

Please make sure to apply with your Coupang e-mail address.

Company Introduction

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.

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.

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.

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

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

• 8+ 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

• 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

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

• 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.

• 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 Coupang will be…