Product Manager, AI Products - Conversational Experiences Department (CXD)
Job Description:
Business Overview
Rakuten Group, a global technology leader based in Japan, provides innovative solutions that enrich the lives of millions worldwide. Our Technology division is pioneering in leveraging cutting-edge technologies to deliver exceptional experiences across our services.
Department Overview
Rakuten's Conversational Experiences Department (CXD) team builds AI-powered customer engagement products across over 70 business units. Our core products include RAPTOR, a multi-agent conversational AI platform powering pre-sales and customer support chatbots for Rakuten Mobile and other BUs; an AI Augmentation suite that surfaces real-time insights for contact centre agents; and a Voice AI product integrating with IVR systems across the Rakuten Group. We are looking for a Product Manager based in Tokyo to drive the productisation and growth of this platform.
Position:
Position Details
- Own the product roadmap for AI conversational products (pre-sales chatbot, CS chatbot, voice AI) from discovery through delivery
- Define requirements, write PRDs, and drive sprint-ready user stories in close collaboration with engineering and QA teams
- Build and maintain evaluation frameworks to measure AI quality across response accuracy, multi-turn dialogue, and personalisation, and translate findings into prioritised improvement roadmaps
- Partner with BU stakeholders (Rakuten Mobile and others) to align on requirements, present results, and manage expectations
- Drive productisation by packaging one-off BU implementations into reusable, scalable platform components that can be deployed across multiple business units
- Monitor KPIs and contribute to quarterly OKR reporting
Mandatory Qualifications:
- More than 3 years of product management experience in AI/ML products, strategy products, or data-driven consumer tech
- Engineering or technical background (Computer Science, Engineering, or a related field preferred); you should be comfortable reading technical specifications and working directly with engineering teams
- Hands-on experience with data analysis, including SQL or Python for querying and exploring datasets, and the ability to interpret model outputs, evaluation metrics, and A/B test results independently
- Experience in AI strategy or applied AI products, with a practical understanding of LLM pipelines, RAG systems, or conversational AI architectures
- Strong written and verbal communication skills, with the ability to distil complex data into executive-level storylines and drive cross-functional alignment
- Japanese language proficiency at JLPT N2 or above, as daily stakeholder communication in Japanese is required
- Based in Tokyo or willing to relocate (on-site/hybrid)
Desired Qualifications:
- Hands-on experience building or evaluating LLM-based systems at the implementation level, such as prompt engineering, evaluation pipeline design, or multi-agent architectures
- Background in product analytics or growth strategy, with comfort in setting KPIs, sizing impact, and building data-driven business cases
- Prior experience working in a Japanese tech company or with Japanese BU stakeholders
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