CS Business Planning (Business Transformation Promotion Manager)

About PayPay

PayPay, a fintech company that launched its service in 2018 and surpassed 70 million users in approximately 7 years, is comprised of diverse members from around 50 countries and regions.

OUR VISION IS UNLIMITED

We believe that a clear vision is not necessary to create a future beyond our imagination. PayPay's stance is to always be Day 1, realizing a vision (future) that no one can imagine. We are looking for colleagues who are passionate about tackling this grand vision, relentlessly refining products at an overwhelming speed that no other company can imitate, and professionally driving the widespread adoption of cashless payments in Japan and its use as a financial life platform, while proactively identifying challenges and collaborating with others to create new value.

About the Job

Introduction to the CS System Planning Department

With rapid service growth and an increase in the number of customers, the number of users of PayPay's customer support has also increased. With the mission of "maximizing and optimizing customer experience by integrating people and machines," we are advancing system sophistication to enable users to solve problems more easily and quickly. The department you are scheduled to join is an organization of about 20 people, mainly in their 30s. We are broadly involved in CS systems, from planning to creating requirement definitions, requesting development, and operation and maintenance, working to provide customer support where customers can solve problems without effort.

Background of the Recruitment

In the customer support domain, with the evolution of AI, what could previously only be done by people can now be done by machines. We are looking to rebuild operations with the latest AI assistance, with a mindset of constantly cycling PDCA to determine which implementations are most effective and which combinations of people and machines are best, and then introducing effective ones into production. We are seeking talent who can thrive in such a cross-organizational team.

Specific Job Responsibilities

• Reconstruct merchant CS and user CS contact points with AI assistance. To do so, conceptualize from the perspective of customer experience, propose CS strategies, and coordinate with management within the division. For decided policies, coordinate with planning/development departments and contact center operation departments to smoothly promote implementation. Furthermore, demonstrate leadership in conceptualizing, negotiating, and promoting semi-automation to achieve collaboration between machines and people.

Appeal of this Position

• You can broadly engage with systems that support customer support.
• You can be involved consistently from upstream processes (planning and design) to downstream processes (operation and maintenance), allowing you to pursue results such as enhancements after implementation.
• We are building an unprecedented customer support platform utilizing AI, allowing you to experience and acquire new technologies and mechanisms.
• This department has various professionals such as call system engineers, data analysts, and project managers, allowing you to learn many things.

Required Experience/Skills

• Experience leading business transformation projects.
• Experience promoting AI utilization and automation projects.
• Experience coordinating with stakeholders and summarizing business requirements (2 years or more).

Desired Candidate Profile

• Individuals who are self-motivated to learn and constantly adopt the latest technologies.
• Individuals who value teamwork and can collaborate to advance tasks.
• Individuals who are good at translating business needs into technical solutions.

Desirable Experience/Skills

• Proposal, negotiation, and coordination skills.
• Logical thinking.
• Ability to visualize complex business flows clearly.
• Document creation skills.
• Acceptance and suitability for a hybrid work environment (remote and in-office).
• Willingness to travel to CS bases (Yotsuya, Sapporo, Fukuoka).

PayPay's Ideal Candidate

• Individuals who align with PayPay 5 senses.

Compensation and Conditions

Employment Type

• Full-time employee

Work Location

• Hybrid Workstyle (office, home, or satellite office for remote work)
• *Please note: You will be required to work in the office/remotely according to your affiliated organization's rules and work instructions.
• *Use of satellite offices is subject to the rules of your affiliated department.

Working Hours

• Super Flex System (no core time)
• Principle: 9:00 AM - 5:45 PM (7 hours 45 minutes actual work + 1 hour break)

Holidays

• Saturdays, Sundays, national holidays, year-end and New Year holidays, and other company-designated days.

Leave (Statutory Leave and Company Benefits)

• Annual paid leave (14 days in the first year, prorated based on joining month, usable from joining date)
• Personal leave (5 days each year, 3 or 5 days in the first year depending on joining month)
• *This is PayPay's unique special paid leave system, which can be used for illness/injury/medical appointments for oneself, family, or pets.

Salary

• Annual salary system (including some fixed overtime pay)
• Determined by company regulations based on experience, skills, performance, and contribution.
• Reviewed once a year.
• Special bonus (incentive) paid once a year based on company performance and individual contribution.
• Overtime work allowance, late-night work allowance available.
• *Regarding salary payment, a portion can be received via PayPay account (supports digital salary payment).

Benefits

• Social insurance (health insurance, welfare pension, employment insurance, workers' accident compensation insurance)
• Corporate defined contribution pension plan

Other Information:

• PayPay Inside-Out (Corporate Blog) /JP
• PayPay Inside-out (Corporate Blog) /ENG
• PayPay Product Blog /JP
• PayPay Product Blog /ENG