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Product Manager / プロダクトマネージャー(Customer Support) - Mercari Marketplace

Salary not provided

Japanese only
Japanese: Fluent

Minimum year of experience: 3

Mercari

Product Manager / プロダクトマネージャー (Customer Support) - Mercari Marketplace

Overview

Position: Product Manager (Customer Support: Mercari Marketplace)
Employment Type: Full-time
Work Style: Flextime (no core hours)
Location: Roppongi, Minato City, Tokyo, Japan

Responsibilities / 業務内容

As a Product Manager, you will own everything from strategy to execution for Customer Service, leading a cross-functional team made up of engineers, designers, data analysts, and others. Under an AI-powered development structure, you will take end-to-end ownership and drive everything from problem discovery to business outcomes.

Key Responsibilities / 主な業務詳細

  1. Define the vision, strategy, and roadmap / ビジョン・戦略・ロードマップの策定

    • Define the ideal state of the CS domain and formulate a medium- to long-term vision and an actionable roadmap.
    • Based on quantitative/qualitative data and market/competitive trends, decide the priorities most directly tied to business growth while building alignment with the leadership team and related divisions.
    • CS領域のあるべき姿を定義し、中長期のビジョンと実行可能なロードマップを策定
    • 定量/定性データ・市場/競合動向にもとづき、経営陣や関連部門と合意形成を行いながら、事業成長に直結する優先順位を決定

  2. Discovery and generating a high-quality backlog / 課題探索と高品質なバックログ生成

    • Integrate diverse inputs—quantitative, qualitative, market, and competitive—to continuously supply a high-quality product backlog equipped with testable hypotheses and success conditions.
    • Use generative AI to accelerate research and prototyping and to run validation cycles faster.
    • 定量・定性・市場・競合などの多様なインプットを統合し、検証可能な仮説と成功条件を備えた高品質なプロダクトバックログを継続的に供給
    • 生成AIを活用して調査・プロトタイピングを高速化し、検証サイクルを速く回す

  3. Leading product development / プロダクト開発のリード

    • Under a structure in which engineers lead development end-to-end, the PdM concentrates on hypothesis validation and key decisions.
    • エンジニアが開発をE2Eで主導する体制のもと、PdMは仮説検証と重要な意思決定に集中

  4. Launch & Learning (designing for reach, usage, and learning) / Launch & Learning（届く・使われる・学べるの設計）

    • Don't treat the release as the finish line: lead GTM design including Push/promotion/PR and coordination with related divisions (Marketing/CRM/CS, etc.)
    • Monitor resolution rates of inquiries and productivity improvement metrics, and design the Next Action.
    • リリースして終わりにせず、Push/プロモーション/PRを含むGTM設計、関連部門（マーケティング/CRM/CS等）との連携を主導
    • 問い合わせの解決率や生産性改善指標をモニタリングし、Next Actionを設計

  5. Collaboration with stakeholders / ステークホルダーとの連携

    • Coordinate requirements and prioritize with various teams involved in CS, such as the CS Operations/Knowledge Management team, Sales, and New Business representatives.
    • Reporting to and building consensus with the management team.
    • CSオペレーション・ナレッジ管理チーム、セールス、新規事業担当者など、CSと関わる各種チームとの要件調整・優先度判断
    • 経営層へのレポーティングと合意形成

Examples of tools used on the job / 業務内での利用ツール例

  • General chat / generative AI: Gemini, Claude
  • Knowledge QA / research support: Notion AI, NotebookLM (upload documents + Q&A)
  • Development support (code completion / coding agents / IDE): Cursor, GitHub Copilot, Claude Code, Devin, Codex, Gemini Code Assist
  • Workflow automation / AI app development (no-code / low-code): n8n, Dify

Unique Challenges / ユニークなチャレンジ

  • CS Product is a team that evolves Mercari's customer support experience through technology, planning and developing systems to resolve user issues quickly via optimal channels.
  • In Japan’s largest marketplace, with millions of inquiries monthly, the team drives initiatives such as AI-powered automated responses, virtual agents, and back-office automation.
  • Each initiative can impact tens of thousands of users; you can be involved end-to-end, from product to operational outcomes.
  • The team actively adopts new technologies, including AI, and continuously transforms customer support.
  • The goal includes creating "products that inherently reduce inquiries," driving ongoing collaboration with Mercari's development teams for daily improvements.
  • With AI-centric development, you can increase the resolution in team discussions using working prototypes, focusing PdM time on Discovery and Outcome.
  • You are empowered with broad discretion—including planning and driving new user experiences—beyond core data platform and product development.

Requirements

Required Experience / Skills (English)

  • You resonate with the mission and values of the Mercari Group and of each company
  • You can demonstrate consistent ownership from product discovery through delivering value to users, using AI
  • Experience using AI tools for research, hypothesis validation, and prototyping; integrating data/user understanding; and improving the quality and speed of decision-making
  • Experience taking responsibility for business outcomes such as KPIs (not the number of features) and leading the full cycle of discover → build → learn
  • Experience not stopping at release, but designing through "reach, usage, and learning"—driving GTM, cross-divisional coordination, and post-launch learning
  • Experience in product management for internet services (3+ years)
  • Basic knowledge of software development (agile, etc.) and experience collaborating with engineering teams
  • Experience extracting insights through data analysis using SQL, etc.

求める経験・スキル (Japanese)

  • メルカリグループおよび各カンパニーのミッション・バリューに共感いただける方
  • AIを活用し、プロダクトディスカバリーから価値を顧客に届けるまで一貫したオーナーシップを発揮できる方
  • AIツールを調査・仮説検証・プロトタイピングに使い、データ/顧客理解を統合し、意思決定の質とスピードを上げた経験
  • 機能数ではなくKPIなどの事業成果に責任を持ち、発見→開発→学習の一連をリードした経験
  • リリースで終わりにせず、「届く・使われる・学べる」までを設計し、GTM・関係部門連携・リリース後の学習を推進した経験
  • インターネットサービスにおけるプロダクトマネジメントの経験（3年以上）
  • ソフトウェア開発（アジャイル等）の基礎知識と、エンジニアチームとの協働経験
  • SQL等を用いたデータ分析によるインサイト抽出の経験

Preferred Experience / Skills (English)

  • Cross-boundary skills: a practical feel for at least one of BE/Frontend/Design/Data, usable for building prototypes and for dialogue with engineers
  • Experience in both 0→1 (new launches) and 1→N (improving existing products)
  • Experience in stakeholder coordination and alignment with Legal/BizOps/leadership/external partners, etc.
  • Understanding of A/B testing and experience making decisions based on test results
  • Experience in planning, designing, or operating chatbot/conversational AI products (e.g., dialogue flow design, intent classification, response accuracy improvement)
  • Experience in designing and improving KPIs in the CS automation domain, such as self-resolution rates and user satisfaction
  • Experience in building and improving the operation of knowledge bases and FAQs
  • Understanding of CS Ops (Customer Service Operations) tasks and experience in collaborating with BPOs
  • Work experience using English, or experience in product development with multinational teams

歓迎する経験・スキル (Japanese)

  • 越境スキル：BE/Frontend/Design/Dataのいずれか1つ以上に実務感覚があり、プロトタイプ作成やエンジニアとの対話に活かせる
  • 0→1（新規立ち上げ）と1→N（既存改善）の両方の経験
  • Legal/BizOps/経営層/社外パートナー等とのステークホルダー調整・合意形成の経験
  • A/Bテストの理解と、テスト結果にもとづく意思決定の経験
  • チャットボット・会話型AIプロダクトの企画・設計・運用のいずれかの経験（対話フロー設計、意図分類、回答精度改善など）
  • 自己解決率・顧客満足度など、CS自動化領域におけるKPIの設計・改善経験
  • ナレッジベース・FAQの構築・運用改善の経験
  • CS Ops（カスタマーサービスオペレーション）の業務理解やBPO連携の経験
  • 英語を用いた業務経験、または多国籍チームでのプロダクト開発経験

Language / 語学力

  • Japanese: Proficient (CEFR B2) or above required
  • English: Independent (CEFR B1) or above preferred (those able to acquire it within 6 months of joining)
    • 日本語：Proficient（CEFR B2）以上必須
    • 英語：Independent（CEFR B1）以上歓迎（入社後6ヶ月以内に習得可能な方）
    • ※CEFRの詳細についてはこちらをご覧ください。

Selection Process / 選考について

  1. Document screening / 書類選考
  2. Interviews: multiple rounds depending on the position / 面接：ポジションにより複数回実施
  3. Reference check: online response format (conducted around the final interview) / リファレンスチェック：オンライン回答形式（最終選考の前後に実施）
  4. Offer: decided based on the results of the final interview and the reference check / オファー：最終選考とリファレンスチェックの結果をもとに決定

Equal Opportunity

Mercari is committed to inclusion and diversity, promising to eliminate all discrimination based on age, gender, sexual orientation, race, religion, physical ability, or any other attribute, so that people of all backgrounds who resonate with Mercari's mission and values can participate.

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