Job Description:
Business Overview
Rakuten Group's fundamental management philosophy is to "empower" people and society through innovation. With over 70 diverse services, including e-commerce services such as "Rakuten Ichiba" and "Rakuten Travel," financial services such as "Rakuten Bank," and professional sports, we aim to fulfill this mission.
Department Overview
The position is within the Procurement Operations Department of Rakuten Group, Inc. This department is responsible for the overall procurement operations of the entire Rakuten Group.
Position:
Why We Hire
We are planning a comprehensive revamp and development of our internal help site, which will be utilized by hundreds of employees. We are seeking candidates who will drive this critical initiative and contribute to enhancing user problem-solving capabilities and overall productivity. In addition, you will be assigned to lead operational improvement projects beyond the help site.
Position Details
- Help Site Planning & Design
Analyze user needs, design information architecture, plan content strategy.
- Content Creation & Editing
Create FAQs and manuals, optimize existing content, utilize multimedia.
- Help Site Development & Implementation
Develop the site (using HTML/CSS, etc.), implement features (search, chatbots, etc.).
- Operations & Improvement
Monitor site performance, analyze user feedback, execute data-driven improvements, collaborate with relevant departments.
- Other operational improvement activities (to be assigned on a project basis).
Work Environment
The entire organization has a size of nearly 80 employees, and the department you are expected to be assigned to has approximately 30 employees.
*Due to the expansion of operations, we are also promoting the use of external contractors, so the department as a whole is expected to grow further.
Mandatory Qualifications:
- Experience in help site planning, development, and operation (2+ years) or Experience in managing CMS (e.g., Zendesk Guide, Confluence, WordPress, etc.) (2+ years).
- Ability to create clear and logical content from a user's perspective.
- Communication skills to smoothly advance projects.
- Experience in Project Management (PM) for internal projects.
Desired Qualifications:
- Experience in building and operating help sites and FAQ sites.
- Basic knowledge of HTML, CSS.
- Experience in customer support operations.
Other Information:
Additional information on Location
Rakuten Crimson House *As designated by the company
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