Introduction

We are looking for a hands-on Technical Product Manager to own product strategy and measurable outcomes for the tools and workflows that power Customer Support (CS) and Trust & Safety (TnS) for Mercari.

You will identify high-impact problems, create the roadmap, write clear product requirements, manage delivery, and measure results. This role requires strong product judgment, practical use of data and AI, and the ability to bridge Japan-based stakeholders and the India engineering team in Japanese and English.

About Us

Mercari is a Japan-based C2C marketplace company founded in 2013 with the mission to Create value in a global marketplace where anyone can buy & sell. From being the first tech unicorn from Japan before its IPO in 2018 we have come a long way towards becoming a global player and continuously and diligently work towards our transformation journey with a strong focus on our mission.

Since its inception, Mercari Group has worked to grow its services, investing in both our people and technology. Over time Mercari has expanded from being the top player in the C2C marketplace in Japan to new geographies like the U.S. We have also successfully launched new businesses such as Merpay, which is a mobile payment service platform with a vision to create a society where anyone can realize their dreams through a new ecosystem centered not only on payment service but also on credit. Today, Mercari Group is made up of multiple subsidiary businesses including logistics, B2C platform, blockchain, and sports team management.

For our services to be utilized by people worldwide; however, there is still a mountain of work ahead of us. This endeavor naturally requires the capability of the best talent and minds, and that is exactly the reason for us to launch the India Center of Excellence. With your help, we will continue to take on the world stage and strive to grow into a successful global tech company.

About Mercari India

Established in Bengaluru in 2022, Mercari India serves as a crucial technology hub for the Mercari Group. Leveraging the rich and diverse tech talent in India, we primarily collaborate closely with our development hub in Japan to drive engineering development for Mercari's applications. Having grown to an organization of approximately 100+ members over about Four years since its inception, Mercari India aims to evolve into an even stronger engineering organization that spearheads technological innovation for the entire group. This will be achieved by further enhancing our engineering capabilities and promoting AI initiatives that reflect India's cutting-edge technology and knowledge.

Our Culture

To achieve our mission at Mercari, our organisation and each of our employees share the same values and perspectives.

Our individual guidelines for action are defined by our four values:

Go Bold
All for One
Be a Pro
Move Fast

Our organisation is also shaped by our four foundations:

Sustainability
Diversity & Inclusion
Trust & Openness
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 organisation.

We invite you to read the Mercari Culture Doc, which summarizes the behaviours and mindset shared by Mercari and its employees. We continue to build an environment where all of our members of diverse backgrounds are accepted and recognised, and where they can thrive while holding dear to Mercari's culture.

Requirements

Work Responsibilities

Own Product Strategy and Outcomes

Define the product vision, roadmap, priorities, and measurable outcomes for CS and TnS
Identify opportunities using customer feedback, operational insights, and data
Define success metrics, baselines, guardrails, and post-launch measurement plans
Balance customer experience, operational efficiency, risk, and business priorities

Lead Discovery and Delivery

Write clear PRDs, user stories, acceptance criteria, and launch plans
Translate operational and stakeholder needs into clear priorities for engineering
Manage projects from discovery through development, rollout, adoption, and iteration
Track milestones, dependencies, risks, and decisions across teams

Improve CS and TnS Products

Build tools and workflows that improve support quality, resolution speed, and operational productivity
Improve user reports, escalations, moderation, case management, and enforcement experiences
Identify opportunities for workflow simplification and automation while preserving appropriate human judgment
Partner with CS, TnS, engineering, data, ML, policy, and business teams to deliver measurable impact

Use AI and Connect Japan and India

Use AI to accelerate research, analysis, documentation, prototyping, and product workflows
Lead discussions and create clear product documentation in Japanese and English
Build shared context and align Japan-based stakeholders with the India engineering team

Bold Challenges

The role balances customer experience, operational efficiency, marketplace risk, and business priorities while improving the tools and workflows used by CS and TnS teams. Success requires identifying high-impact problems, aligning Japan-based stakeholders and the India engineering team, and turning ambiguous operational needs into measurable product outcomes.

Minimum Requirements

3+ years of professional experience in product management or a related field, with hands-on experience delivering digital products
Japanese proficiency equivalent to JLPT N3 or above, with strong conversational ability to lead discussions with Japan-based stakeholders. Practical communication skills are more important than certification alone
Experience owning product work from discovery and roadmap creation through launch and measurement
Ability to define measurable outcomes and make decisions using qualitative and quantitative data
Experience creating roadmaps and PRDs and managing cross-functional projects
Working knowledge of SQL or comparable analytical tools
Practical experience using AI tools in product work
Ability to collaborate effectively with engineering and operations teams

Preferred Requirements

Experience with marketplaces, e-commerce, seller platforms, or B2C products
Exposure to customer support, internal tools, operational workflows, Trust & Safety, risk, or compliance
Familiarity with experimentation, workflow automation, or AI-enabled products
Experience working in distributed or multicultural teams

Benefits

Working Conditions

Employment Status: Full-time
Office: Bengaluru
Hybrid workstyle

We believe in high performance and professionalism. We work from the office for 2 days/week and work from home 3 days/week
To build a strong & highly-engaged organization in India, we highly encourage everyone to work from our Bengaluru office, especially during the initial office setup phase
We will continue to review and update the policy to address future organizational needs

Media

Owned Media

Mercari Engineering Portal
Mercan — Introduces the people that make Mercari
Mercari US Blog
Leverage AI for Hypergrowth
Customer Service & Trust and Safety at Mercari Go AI-Native

Related Articles

Mercari Careers
Culture Doc — The Culture Doc is an internal document that summarizes the behaviors and mindset shared by Mercari and its members

Technical Product Manager (Japanese/English) - CS & Trust & Safety