[Rocket Now] Regional Merchant Operations Manager (Multiple Openings Across Levels)

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 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. Merchant Growth Revenue & GMV Expansion: Formulate and execute growth strategies with strategic restaurant partners by leveraging sales analytics to optimize menu architecture, pricing strategies, and promotional campaign performance. Onboarding & Retention: Engineer and refine the merchant onboarding journey to accelerate time-to-first-order (activation) and develop targeted retention programs to systematically minimize merchant churn. People Leadership & Process Building Leadership: Recruit, coach, and manage a team of regional merchant operations specialists and field reps. Performance & KPIs: Set clear Daily/Weekly KPIs (merchant retention, operational efficiency, team response times), conduct performance reviews, and build career growth plans for team members. SOP & Training: Establish Standard Operating Procedures (SOPs) for restaurant onboarding, menu management, and emergency response, ensuring high operational standards across the team. Team Culture: Foster a performance-driven, supportive, and collaborative team environment. Basic Qualifications 5+ years of total work experience 3+ years in Food Delivery, Quick-Commerce, On-Demand Delivery, or F&B Retail Operations. 3+ years of direct team management experience with a track record of driving operational problem-solving. Strong understanding of restaurant operations, POS integration, and last-mile delivery dynamics. Preferred Qualifications Excellent interpersonal and communication skills in English and Japanese. Advanced analytical mindset with proven experience using BI tools (Tableau, PowerBI, SQL) or CRM (Salesforce) to translate raw data into actionable strategies. Prior experience in management consulting, str…