JD in Japanese follows. 英文の後に和文JDをご覧いただけます。 Product Manager ([Customer Support: Mercari Marketplace]) Employment type: Full-time employee Work style: Flextime (no core hours) Location: Roppongi For details, please see the application guidelines on our careers site. About the Mercari Group Circulate all forms of value to unleash the potential in all people "With the earth's resources limited, what can we do to build a more abundant society?" In 2013, the flea market app "Mercari" was born out of this sense of purpose that founder Shintaro Yamada developed during a trip around the world. We believe that by circulating all forms of value—not limited to physical goods and money—we can expand everyone's options to realize what they want to do and to contribute to people and society. Through the power of technology we connect people around the world and work to realize a world in which the potential of all people can be unleashed. For the Mercari Group's direction, please see the Mercari Culture Doc . Organization / Team Mission In the Marketplace business, we aim to realize a global marketplace that creates new value—driving the growth of diverse businesses through the creation of user value. Starting with the operation of Mercari, Japan's largest flea-market service, we advance the Mercari Group's mission through our cross-border business and various new ventures. CS Product's mission is to provide the best platforms and tools for the user service team to support valued users. While addressing diverse user inquiries and adding new services, it is essential to achieve efficient functionality expansion, swift problem resolution, and a seamless user experience at a high standard. Leveraging data and analytics to drive product decision-making and enhance customer support productivity is crucial. Under a development structure that assumes AI, we pursue both speed and the maximization of user value at the same time. Product Managers concentrate on the most important problem discovery (Discovery) and business outcomes (Outcome), and move the product forward in small, autonomous teams. For details on Mercari's mission and values, please see here . Responsibilities As a Product Manager, you will own everything from strategy to execution for Customer Service, leading a cross-functional team made up of engineers, designers, data analysts, and others. Under an AI-powered development structure, you will take end-to-end ownership and drive everything from problem discovery to business outcomes. Key Responsibilities 1. Define the vision, strategy, and roadmap Define the ideal state of the CS domain and formulate a medium- to long-term vision and an actionable roadmap. Based on quantitative/qualitative data and market/competitive trends, decide the priorities most directly tied to business growth while building alignment with the leadership team and related divisions 2. Discovery and generating a high-quality backlog Integrate diverse inputs—quantitative, qualitative, market, and competitive—to continuously supply a high-quality product backlog equipped with testable hypotheses and success conditions Use generative AI to accelerate research and prototyping and to run validation cycles faster 3. Leading product development Under a structure in which engineers lead development end-to-end, the PdM concentrates on hypothesis validation and key decisions 4. Launch & Learning (designing for reach, usage, and learning) Don't treat the release as the finish line: lead GTM design including Push/promotion/PR and coordination with related divisions (Marketing/CRM/CS, etc.) Monitor resolution rates of inquiries and productivity improvement metrics, and design the Next Action. 5. Collaboration with stakeholders Coordinate requirements and prioritize with various teams involved in CS, such as the CS Operations/Knowledge Management team, Sales, and New Business representatives Reporting to and building consensus with the management team Examples of tools used on the job General chat / generative AI : Gemini, Claude Knowledge QA / research support : Notion AI, NotebookLM (upload documents + Q&A) Development support (code completion / coding agents / IDE) : Cursor, GitHub Copilot, Claude Code, Devin, Codex, Gemini Code Assist Workflow automation / AI app development (no-code / low-code) : n8n, Dify Unique Challenges CS Product is a team that evolves Mercari's customer support experience through technology. It plans and develops systems to quickly resolve user issues through the most optimal channels. In one of the largest marketplaces in Japan, with millions of inquiries occurring monthly, the team simultaneously drives multiple initiatives such as AI-powered automated responses, virtual agents, and back-office automation. Each initiative has the potential to improve the user experience for tens of thousands of users, providing an environment where one can be involved end-to-end, from product development to operational outcomes. Actively adopting new technologies, including AI, and continuously transforming the very nature of customer support is a unique challenge for this team. Additionally, aiming to create "products that inherently reduce inquiries," the team collaborates daily with Mercari's development teams to drive continuous improvement. Under a development structure that assumes AI, you can raise the resolution of the team's discussions and decisions starting from working prototypes, freeing the PdM to focus on the Discovery and Outcome they should truly concentrate on. Beyond the data platform and product development, you can move the product forward with broad discretion—including planning and driving new user experiences. Requirements Required experience / skills You resonate with the mission and values of the Mercari Group and of each company You can demonstrate consistent ownership from product discovery through delivering value to users, using AI Experience using AI tools for research, hypothesis validation,