Product Manager, Customer Ops - US App

  • Remote OK - Anywhere in Japan
  • Full-time
  • August 24, 2022
Apply from Anywhere 👍
Relocation to Japan 👍
(Overseas visa sponsorship supported)
Language Requirements
Japanese: Not Required 👍
English: Business Level
Minimum Experience
Mid-level or above


Our Mission

Mercari has sought to expand overseas from the outset. This led us to enter the US market in 2014, the year after Mercari’s founding. The US is home to people of diverse backgrounds, of many different races, nationalities, and religions. Laws and culture also differ from state to state. Growing our US service requires grappling with complex problems and issues. This is exactly why we think of the US as a microcosm for our future global expansion. It’s an extremely important country for us, where we cannot afford to fail. While this makes it much more difficult than our Japan-side operations, our US business contributes greatly to achieving Mercari’s mission, and we will continue to face the challenges of the US market going forward.

Our Culture

To achieve our mission at Mercari, our organization and each of our employees share the same values and perspectives. Our individual guidelines for action are defined by our three values: Go Bold, All for One, and Be a Pro. Our organization is also shaped by our four foundations: Sustainability, Diversity & Inclusion, Trust & Openness, and Well-being for Performance. Regardless of how big Mercari gets, the culture will remain essential to achieving our mission and something we want to preserve throughout our organization.

Position Overview

What You'll Do

  • Work towards ensuring our customers have a safe shopping experience, whilst meeting recognized industry standards, and ensuring that when things do go wrong - we’re on it!
  • Drive product development from concept to launch with a team of engineers, designers and data scientists, by rallying your team towards shared goals, which are kept in sync and recognised by key stakeholder partner teams
  • Integrate usability research and market analysis into product strategy and requirements definition, to solve real user problems. Conduct or facilitate discovery workshops to validate if we’re building the right product, and building it right
  • Define key metrics to inform decisions and judge the success of your products, by collaborating with our business intelligence team
  • Establish a new team that partners with our customer experience and operations teams to understand, map, propose and build features that will empower customer agents to serve our users in a more efficient manner. Both internal product and external user touch-points improvements are in scope
  • Understand Mercari’s strategic and competitive position and deliver products that are recognized as best in the industry, while sharing a vision that will help up us get recognised as one of the top marketplaces to buy and sell in the long run
  • Work closely with partners in business development, legal, compliance, risk and finance teams to align priorities and build a product roadmap

Unique Challenges

  • You will work with a great team based in Tokyo, and also collaborate with many teammates across the US. Working globally with a diverse team, we’re all-in to help people in the US buy and sell on Mercari, while getting ready for whatever comes next
  • At Mercari, we are focused not just on improving our service for our users, but also on expanding our perspective and adopting new ways of thinking. In this context, our product managers must not only possess knowledge of engineering, but also an eye for trends/user needs and the ability to turn those opportunities into concrete business plans

Minimum Requirements

  • Shared understanding and belief in Mercari Group mission and values 
  • 4+ years product management experience
  • Strong communication, organizational and analytical skills
  • Experience in scalable systems architecture, preferably including mobile applications
  • Experience in organizing and running product discovery workshops and interviews with stakeholders from very senior to agents directly serving our users (in partnership with UX)

Preferred Requirements

  • Business-level English, both written and verbal
  • Degree in computer science or hands-on experience developing software
  • Experience getting things done in a startup environment
  • Experience designing user interfaces, including wireframes and mockups
  • Hands-on experience with data analytics and SQL
  • Customer service and operations experience
  • Experience working with any of the following is highly valued: marketplaces, trust and safety, security, customer operations, risk, payments.

Screening Criteria

  • Please provide your resume in English
  • We will conduct interviews in English
  • Hiring Process Overview (subject to change)
    • 1. Resume Screening
    • 2. Interviews (3-4 rounds. There are some cases you will meet a few members in 1 round)
    • 3. Background check
    • 4. Offer
    • 5. Hire

Language Requirements

  • English: Proficient (CEFR - C1) required
  • Japanese: Basic (CEFR - A2) optional

Largest C2C marketplace in Japan and Japan's first tech unicorn, Mercari is aiming to become a truly global tech company. Their app allows anyone with a smartphone to easily sell items they no longer need, providing a new and unique user experience.

Circulate all forms of value

To unleash the potential in all people

“What can I do to help society thrive with the finite resources we have?”

The Mercari marketplace app was born in 2013 out of this thought by our founder Shintaro Yamada as he traveled the world. We believe that by circulating all forms of value, not just physical things and money, we can create opportunities for anyone to realize their dreams and contribute to society and the people around them.

Mercari aims to use technology to connect people all over the world and create a world where anyone can unleash their potential.

View Mercari's company page

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Product Manager, Customer Ops - US App at Mercari