Marketplace Compliance Officer - San Mateo, California, United States, Americas - 00008709 - Rakuten,Inc. is the largest e-commerce company in Japan, and third largest e-commerce marketplace worldwide.We seek to empower merchants to deliver Omotenashi, a hospitality mindset, which helps sellers create lasting relationships with customers. Along with the global marketplaces, Rakuten supports an ever expanding list of acquisitions and strategic investments in disruptive industries and growing markets. At Rakuten, we offer competitive salaries, benefits, annual bonuses, a stocked kitchen (including catered lunch daily), and a dynamic office environment. We love investing in our people and when it comes down to it, we think our entire team is pretty awesome. As a technology focused company, we understand the importance of an energizing atmosphere that promotes collaboration and innovation. Rakuten.com is looking for an extraordinary Marketplace Compliance Officer to monitor, report and drive corrective action towards non-compliant merchants. The ideal candidate is detail oriented, has exemplary communication skills and assertiveness. The candidate will be responsible for ensuring the integrity of the Rakuten.com Marketplace by actively patrolling for merchant performance, product authenticity and enforcing adoption of Rakuten.com marketplace policies. The candidate will collaborate cross functionally with internal business units to support our business objectives while mitigating risk. The candidate will directly impact the quality of the Rakuten.com Marketplace and help ensure an outstanding experience for our customers. The ideal candidate will have an immediate connection to our five principles of success (Get Things Done, Complete Professionalism, Making and Executing Concrete Specific Action Plans, Maximize Customer Satisfaction, Speed! Speed Speed!) This candidate will be extremely flexible and enjoy a "startup" mentality and environment that changes day to day and will "assume a positive, can do attitude" at all times. Candidates, who are autonomous, personable, open to learning, collaborate well with others, will be at the top of our list. Responsibilites: - Monitor merchant performance and target merchants with failed performance metrics. Enforce performance improvement. - Monitor for restricted and counterfeit items, including items that violate Rakuten.coms marketplace policies and legally restricted items. - Keep up to date on relevant platform law and policy. Including marketplace trust and safety best practices. Lead initiatives to keep Rakuten.coms practices up to date. - Final arbitrator in business development process verifying all prospective new merchants. - Provide instruction to Business Process Outsourcing (BPO) partner for merchant corrective action. - Identify product listing errors and drive correction. - Assist accounting department with monitoring of merchant payments, adjustments, and payment reports. - Analyze voice of customer (VOC) feedback for areas of opportunity with merchant behavior. - Assist Senior Quality Assurance Manager and Senior Customer Service Manager with corporate customer escalations. - Provide superior service through telephone and email support. Requirements: - Experience in ecommerce trust and safety, compliance and/or marketplace monitoring, including development and enforcement of policies and procedures a plus. - Associates degree or equivalent from two-year College. Alternatively, 3 to 6 years related experience or equivalent combination of education and experience. - Must have strong people/social skills, be able to assert oneself, listen to others and resolve conflicts. - Ability to thrive in a dynamic environment. - Ability to identify points of failure, suspicious activity, come up with feasible resolutions, and implement changes in a timely manner. - Ability to represent department and company in a positive and professional manner. - Strong sense of urgency, follow-through and attention to detail. - Role model team player able to interact well with management and support staff. - Proficient skills in Microsoft Office suite, specifically Excel. Experience in CRM systems a plus (Salesforce, Zendesk) - Must be detail oriented with excellent analytical and problem solving skills. Professional verbal and written communicator. Ability to multi-task, stay organized, manage time wisely, work independently with little to no supervision, under pressure in a fast-paced environment is an absolute must. - Must be available and willing to work extended hours as needed to meet business needs. - Experience with off-shored BPO providers a major plus. Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Rakuten and any subsidiaries of Rakuten are considered property of Rakuten and any subsidiaries of Rakuten and are not subject to payment of agency fees.