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東京都のプロジェクトマネージャー（PM・PMO）の求人2,238件

Technical Project Manager - Conversational Experiences Department (CXD)

楽天グループ株式会社

この会社の求人 706件

掲載中・1日前に確認

給与
記載なし
勤務地
東京都
休日
記載なし
雇用形態
記載なし

どんな仕事かAIによる生成

The Technical Project Manager will lead delivery of AI-powered contact centre capabilities for chat, voice, and human-agent experiences built on large language models. The role owns project planning, stakeholder alignment, execution, quality, release readiness, and delivery outcomes for the AI for Customer Service team.

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応募資格

必須

  • JLPT N2 Japanese (reading, writing, and speaking) for stakeholder communication, documentation, and meetings.
  • Proficiency with Jira and Confluence as primary tools for planning, tracking, and collaboration.
  • Bachelor’s degree in Computer Science, Information Systems, or a related technical field.
  • More than 7 years of experience in technical project management delivering software products.
  • Technical literacy sufficient to follow architectural discussions, understand trade-offs, and ask useful questions - you do not own technical design.
  • Proven ability to drive consensus when direction is unclear, without overriding engineering judgement.
  • Solid experience with Agile delivery (Scrum or Kanban); able to adapt to team maturity.
  • Strong risk and issue management.
  • Excellent communication and facilitation across executives, business stakeholders, and engineering.
  • Experience helping a team or organization improve how projects are run when standards, tools, or rituals were missing or inconsistent.
  • Product management sensibility - challenging requirements and scope, not only accepting them.

歓迎

  • PMP, PMI-ACP, or equivalent project management certification.
  • Prior hands-on experience in software engineering or solution architecture (earlier in career is sufficient) - for credibility and context, not to override the team.
  • Experience in the contact centre industry (e.g. omnichannel, routing, workforce management, telephony/CPaaS, agent tooling, quality and compliance in high-volume or regulated voice/chat environments).
  • Familiarity with cloud platforms (AWS, Azure, or GCP) and CI/CD practices.
  • Working knowledge of AI/LLM-based contact centre-relevant applications (e.g. conversational AI, latency/cost/risk trade-offs, integration complexity).

募集要項最終確認 11/12

職種
プロジェクトマネージャー（PM・PMO）
雇用形態
記載なし
給与
記載なし
勤務地
東京都
働き方
記載なし
経験年数
7年以上
学歴
大学卒業以上
掲載日
2026/07/26 17:07（110日前）
最終確認
2026/11/12 21:35（1日前）

仕事内容

Department Overview

  • You’ll join a 60-person AI for Customer Service team: engineers, TPMs, data analysts, dialogue designers: responsible for modernizing legacy contact-center tooling and workloads into an agentic Generative AI stack codenamed Raptor. We already power Rakuten Mobile’s pre-sale onboarding and support (“RMAA”) and are building the pipeline for of customer service and engagement experience. Now, we’re moving from a successful V1 into the scale-up phase: expanding to all 70 BUs and leveraging AI to multiply Rakuten’s core capabilities in e-commerce, finance, logistics, digital content, and beyond.

Why We Hire

  • We are hiring a Technical Project Manager (More than 7 years’ experience in technical project/software delivery) to lead project delivery of AI-powered contact centre capabilities - chat, voice, and human-agent experiences - built on large language models (LLMs).
  • Engineering owns technical design and implementation; you own the decision process, alignment, and delivery outcomes - facilitating trade-offs, closing gaps when priorities or opinions diverge, and keeping the team from stalling without dictating the solution.
  • You will run integrated project plans (timeline, dependencies, resources, risks, communication), steer work through the full delivery lifecycle, and keep scope, quality, and release readiness visible - including security, compliance, and performance and support for legal/security approvals where required. Proficiency in Jira and Confluence is expected for day-to-day execution.

Responsibilities

  • 1) Planning, scope, and stakeholder alignment.
  • Define project scope, objectives, and deliverables with business owners, product managers, and technology stakeholders.
  • Build and maintain integrated plans covering timelines, milestones, dependencies, resource needs, risks, and communication cadence.
  • Facilitate technical feasibility and trade-off discussions so decisions are made with the right people and information.
  • Establish measurable success criteria and reporting so progress and outcomes are visible to leadership and the team.
  • 2) Driving team alignment and decisions
  • Facilitate consensus on priorities, technical approach, and trade-offs without dictating engineering solutions.
  • Recognize when discussions stall or decisions are avoided; reframe options, surface trade-offs, set decision deadlines, and escalate when needed.
  • Bridge business requirements and technical execution so stakeholders and engineers share clear, aligned outcomes.
  • Run effective meetings focused on unblocking work, resolving disagreements, and agreeing next steps - not status-only updates.
  • 3) Execution and delivery
  • Steer work through the software development lifecycle: requirements, design, development, testing, release, and post-launch stabilization.
  • Manage scope through a lightweight, disciplined change process; ensure impact and trade-offs are understood before changes are accepted.
  • Identify and manage risks and issues proactively; drive resolution and escalate with clear options when the team cannot resolve alone.
  • Coordinate across workstreams, teams, and vendors; ensure integration points, handoffs, and dependencies are clear and tracked.
  • Ensure security, compliance, and performance are addressed through delivery; support legal and security approval processes as required.
  • 4) Quality and testing
  • Hold the team accountable for agreed quality standards, including code review practices, automated testing, and regression coverage as part of delivery.
  • Ensure QA completes its work to an appropriate standard: clear expectations, acceptance criteria, visible progress, and timely closure before release.
  • Work with QA leads or engineers so test planning, execution, and defect management are fit for purpose for each release; escalate when release confidence is at risk.
  • 5) Launch, operations handover, and improvement
  • Coordinate releases and rollouts, including rollback planning and stakeholder communication.
  • Support post-launch stability and smooth handover to operations or BAU support.
  • Facilitate retrospectives and follow-through on agreed improvements to ways of working.

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