Technical Project Manager - Conversational Experiences Department (CXD)

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.

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.

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.

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.

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.

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.

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.