[Rocket Now] Regional Merchant Operation Manager

The role

You will manage operational performance, resolve live incidents, and coach field teams. You will optimize restaurant workflows and drive merchant growth across the region.

What you will do

• Diagnose and elevate operational metrics through data-driven workflow improvements
• Consult with restaurant partners on packaging standards, kitchen dispatch workflows, and POS system integrations
• Act as the primary escalation point for critical live-order failures, store outages, and food/packaging quality complaints
• Streamline merchant onboarding to accelerate time-to-first-order and maintain store retention
• Partner with key accounts to analyze sales data and execute menu, pricing, and promotional optimizations
• Direct, coach, and manage day-to-day operations for regional specialists and field reps
• Track daily/weekly operational KPIs and enforce established SOPs

Required qualifications

• 5+ years 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

Nice to have

• Proficiency in Excel/Google Sheets
• Familiarity with Salesforce, Tableau, or SQL to analyze operational data
• Excellent interpersonal and communication skills in English and Japanese
• Strong understanding of restaurant POS integrations, kitchen workflows, and last-mile delivery dynamics

Before you apply

• Application Review
• 1st Virtual Interview
• 2nd Virtual Interview
• Confirmation of permanent employment is subject to an assessment of job performance and role fit during the probationary period

About the company

CP One Japan is a wholly owned subsidiary of Coupang, Inc. It offers food delivery service in Japan under the brand name of Rocket Now.