Product Manager, AI Products - Conversational Experiences Department (CXD)

Job Description: Business Overview Rakuten Group, a global technology leader based in Japan, provides innovative solutions that enrich the lives of millions worldwide. Our Technology division is pioneering in leveraging cutting-edge technologies to deliver exceptional experiences across our services. Department Overview Rakuten's Conversational Experiences Department (CXD) team builds AI-powered customer engagement products across over 70 business units. Our core products include RAPTOR, a multi-agent conversational AI platform powering pre-sales and customer support chatbots for Rakuten Mobile and other BUs; an AI Augmentation suite that surfaces real-time insights for contact centre agents; and a Voice AI product integrating with IVR systems across the Rakuten Group. We are looking for a Product Manager based in Tokyo to drive the productisation and growth of this platform. Position: Position Details - Own the product roadmap for AI conversational products (pre-sales chatbot, CS chatbot, voice AI) from discovery through delivery - Define requirements, write PRDs, and drive sprint-ready user stories in close collaboration with engineering and QA teams - Build and maintain evaluation frameworks to measure AI quality across response accuracy, multi-turn dialogue, and personalisation, and translate findings into prioritised improvement roadmaps - Partner with BU stakeholders (Rakuten Mobile and others) to align on requirements, present results, and manage expectations - Drive productisation by packaging one-off BU implementations into reusable, scalable platform components that can be deployed across multiple business units - Monitor KPIs and contribute to quarterly OKR reporting Mandatory Qualifications: - More than 3 years of product management experience in AI/ML products, strategy products, or data-driven consumer tech - Engineering or technical background (Computer Science, Engineering, or a related field preferred); you should be comfortable reading technical specifications and working directly with engineering teams - Hands-on experience with data analysis, including SQL or Python for querying and exploring datasets, and the ability to interpret model outputs, evaluation metrics, and A/B test results independently - Experience in AI strategy or applied AI products, with a practical understanding of LLM pipelines, RAG systems, or conversational AI architectures - Strong written and verbal communication skills, with the ability to distil complex data into executive-level storylines and drive cross-functional alignment - Japanese language proficiency at JLPT N2 or above, as daily stakeholder communication in Japanese is required - Based in Tokyo or willing to relocate (on-site/hybrid) Desired Qualifications: - Hands-on experience building or evaluating LLM-based systems at the implementation level, such as prompt engineering, evaluation pipeline design, or multi-agent architectures - Background in product analytics or growth strategy, with comfort in setting KPIs, sizing impact, and building data-driven business cases - Prior experience working in a Japanese tech company or with Japanese BU stakeholders #engineer #productmanager #AI #aianddatadiv In Japanese, Rakuten stands for ‘optimism.’ It means we believe in the future. It’s an understanding that, with the right mind-set, we can make the future better by what we do today. So we challenge ourselves to evolve, innovate and experiment, to create a better, brighter future for everyone. Today, our 70+ businesses span e-commerce, digital content, communications and fintech, bringing the joy of discovery to almost 1.3 billion members across the world. If you have any trouble logging in, please contact us here Rakuten Group, Inc.: rakuten-recruiting-info@mail.rakuten.com Please read the Application Requirements(EN) / 募集要項(JP) before applying. Our Diversity & Inclusion Policy and Application Documents Rakuten’s corporate mission is to “contribute to society by creating value through innovation and entrepreneurship.” We foster a culture that provides equal opportunities to those who share this founding philosophy and take on the challenge to transform society, regardless of age, gender, nationality, or any other status. Diversity is one of Rakuten's core strategies and a driving force for innovation. Because of this, you are not required to submit any of the following information in order to apply for our job positions. - Gender - Age - Photo - Nationality - Information not related to business, such as ideological beliefs, family structure, etc. * For legal compliance, we may ask you about your work eligibility. See the details