Regional Merchant Operations Manager

About the role

CP One Japan, a wholly owned subsidiary of Coupang, operates the food delivery app Rocket Now in selected areas of Tokyo. As Regional Merchant Operations Manager, you act as a subject matter expert in merchant operations and frontline execution, managing operational performance, resolving complex live incidents and coaching field teams to optimize restaurant workflows, drive merchant growth and uphold high operational standards across the region.

Key responsibilities

• Fulfillment optimization: improve operational metrics (Open Rate, Order Acceptance Rate, Downtime, Schedule Hours) through data-driven workflow improvements.
• Kitchen and workflow advisory: advise restaurant partners on packaging standards, kitchen dispatch workflows and POS system integrations.
• Live incident management: act as the primary escalation point for critical live-order failures, store outages and food/packaging quality complaints.
• Merchant onboarding and activation: streamline onboarding to shorten time to first order and maintain store retention.
• Revenue and GMV execution: partner with key accounts to analyze sales data and optimize menus, pricing and promotions.
• Team leadership: coach and oversee regional specialists and field reps, track daily and weekly KPIs and enforce SOPs.

Required profile

• 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 coaching operational or account teams (can be adjusted).

Required skills

• Proficiency in Excel/Google Sheets; familiarity with Salesforce, Tableau or SQL is preferred.
• Strong understanding of restaurant POS integrations, kitchen workflows and last-mile delivery dynamics.
• Excellent English and Japanese communication skills.

The recruitment process consists of an application review, two virtual interviews and an offer. Employment is regular with a 3-6 month probation period, followed by confirmation of permanent employment based on performance and role fit.