Job Description:
Business Overview
Rakuten Group, Inc. is a global leader in internet services that empower individuals, communities, businesses and society. With a mission to contribute to society by creating value through innovation and entrepreneurship, Rakuten was founded in Tokyo in 1997 as an online marketplace, Rakuten has expanded to offer services in e-commerce, fintech, digital content and communications to approximately 1.8 billion members around the world. The Rakuten Group has about 30,000 employees, and operations in 30 countries and regions.
Department Overview
The IT Strategy Department is made up of 4 sections: Quality Management Section(QMS), CIO Office, Tech PR Section and the IT Governance Section. Providing high-quality services promptly and maximizing customer satisfaction are part of Rakuten Group's core principles and are our most important business strategy. The role of QMS is to build, maintain and improve Group Service Quality, to accelerate the growth of Rakuten Group businesses. Under the direct supervision of the CIO, we report to the head of the IT Strategy Department, who also holds the positions of Chief of Staff and Vice Chairman of Rakuten India. As a department, we are tasked to handle a range of horizontal initiatives and must remain flexible to undertake group wide projects as needed. For this reason, we need to manage and communicate with a wide range of people within the company.
The Quality Management Section, operating under the CIO, is an organization dedicated to ensuring excellence through quality. Our focus is on enhancing internal structures, processes, procedures, and deliverables to drive continuous improvement. Key initiatives include ISO 9001 for Quality, Tech KPI enhancement, Incident Management improvement and other impactful Quality activities. We work to improve quality through quantitative KPIs set at the CIO level, establish company-wide quality targets and standards and promote awareness of quality practices while fostering horizontal dissemination. "Our commitment is to consistently exceed customer expectations with exceptional quality and service."
Position:
Position Details
The ideal candidate will be meticulous, process-oriented, reliable, and have a proactive mindset as well as excellent communication skills. This role translates complex ISO 9001 requirements and audit findings into actionable strategies, leveraging analytical, communication, and auditing expertise to support quality management system (QMS) adherence and continuous improvement initiatives across the organization. The candidate should have experience in some of the following areas: quality process analysis, QMS strategy, audit planning, requirements gathering/analysis for QMS, quality data analysis, QMS project management, operational support for QMS, quality KPI tracking, audit event organization, stakeholder engagement across various departments, and meeting facilitation, and feel comfortable with public speaking. Successful candidates must have a proven history of QMS auditing or project management roles and be customer-focused, understanding the quality needs of internal and external stakeholders.
Mandatory Qualifications:
- Bachelor's degree (Engineering, Information Technology, Computer science, or similar discipline preferred).
- 3+ years in quality assurance, compliance, or internal auditing roles, with demonstrable experience specific to ISO 9001.
- Proven ability to interpret and apply ISO 9001 standard requirements across various business processes.
- Exceptional communication skills, able to translate complex quality concepts and audit findings to diverse audiences, including management and operational teams.
- Proven ability to manage multiple audit activities with strong organizational and meticulous attention to detail.
- Proficiency in documentation of audit reports, non-conformities, and corrective actions, as well as presentations (PowerPoint).
- Experience in multi-departmental stakeholder management and facilitating meetings to discuss audit outcomes and improvement plans.
- English: Business Level (TOEIC 800 or above).
- Japanese: Native or bilingual proficiency.
Desired Qualifications:
- Prior experience with ISO9001 implementation, maintenance, or certification processes (e.g., Internal Auditor certification).
- Experience with other management systems or process improvement frameworks (e.g., ISO27001, ITIL, or Six Sigma) or regulatory requirements.
- Knowledge of general Quality Assurance methodologies (TQM, RCA, PDCA etc.).
- Experience in training employees on QMS principles and audit procedures.
- Ability to create QMS procedures, work instructions, and internal audit guidance documents.
- Experience with BI Tools (e.g., Domo, Tableau, Power BI) for analyzing quality data and trends.
- Proven ability to consolidate and track audit findings and corrective actions with many stakeholders.
- Proficiency with project management and QMS software tools (e.g., Jira, Confluence, dedicated QMS platforms).
- Experience consulting on quality management best practices and standards.
- Experience in cross-functional planning and communication within a large organization.
#engineer
#technologymanagement
#technologymanagementdiv