CS System Planning (Business Transformation Promotion Manager)

About PayPay

Since its service launch in 2018, PayPay, a fintech company, has surpassed 70 million users in approximately 7 years and is composed of diverse members from about 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, refining products at an overwhelming speed that cannot be imitated by other companies, and professionally promoting the widespread adoption of cashless payments in Japan and its use as a financial life platform. We seek individuals who can proactively identify issues and collaborate with others to create new value.

About the Job

Introduction to the CS System Planning Department

With rapid service growth and an increase in customer numbers, the number of users of PayPay's customer support is also increasing. 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 consists of about 20 members, 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 was previously only possible for humans can now be done by machines. We are realizing the latest AI utilization with the approach 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 looking for talent who can realize a world where AI assistance is implemented through a hybrid of people and machines.

Specific Job Responsibilities

• Reconstruct CS window operations with CRM systems and AI assistance. From the perspective of customer experience and operator experience, explore and conceptualize system requirements that can achieve an optimal combination model of people and technology. Propose and negotiate these concepts with management within the division. Based on approved requirements, flexibly promote system implementation.

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 a new 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 in designing and operating systems that integrate CRM systems like Salesforce with external systems via API.
• Experience in designing and operating AI-related systems.
• Experience in promoting business transformation projects.
• Experience in system requirements definition (2 years or more).

Desired Candidate Profile

• Proactive in learning and eager to adopt the latest technologies.
• Values teamwork and can collaborate effectively.
• Skilled at translating business needs into technical solutions.

Desirable Experience/Skills

• Salesforce certifications (e.g., Salesforce Certified Platform Developer I/II).
• Experience in Salesforce Apex development.
• Experience using Visualforce and Lightning Component Framework.
• Experience in Salesforce implementation and operation in large-scale projects.
• Knowledge of object-oriented programming languages like Java, C#.
• Designing, building, and operating cloud infrastructure using AWS.
• Experience using AWS services (EC2, S3, RDS, Lambda, VPC, IAM, etc.).
• AWS certifications (e.g., AWS Certified Solutions Architect, AWS Certified DevOps Engineer).

*Development languages: Apex, Visualforce, JavaScript, SQL (SOQL/SOSL)*

What PayPay Looks For

• Individuals who embody PayPay 5 senses.

Benefits and Conditions

Employment Type

• Full-time employee

Work Location

• Hybrid Workstyle (office, home, or satellite office for remote work).
• *Attendance/remote work will be in accordance with the rules and work instructions of the affiliated organization.*
• *Use of satellite offices is subject to the rules of the 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, public holidays, New Year holidays, and other company-designated days.

Leave (Statutory Leave and Company Benefits)

• Annual paid leave (14 days in the first year, prorated according to the joining month. Usable from the date of joining).
• Personal leave (5 days granted annually / 3 or 5 days granted in the first year depending on the joining month).
• *This is PayPay's unique special paid leave system, which can be used for illness/injury/appointments of 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 in a PayPay account (supports digital salary payment).*

Benefits

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