Senior CX Ops Analyst

[Coupang Eats] Senior, Business analyst

Coupang

회사 소개 쿠팡이츠서비스(coupang eats services)는 delivery service에 대한 차별화 전략을 세우고, 쿠팡이츠의 고객, 상점주, 그리고 배달파트너들에게 한층 더 강화된 서비스와 지원을 제공하고 있습니다. 쿠팡이츠서비스는 원하는 음식을 언제 어디서든 빠르고 안전하게 배달함으로써 고객에게 놀라운 고객 경험을 선사하고, 상점주에게는 주문부터 배달, 고객응대까지 제공하는 원스톱 서비스를 통해 안정적인 판매 기회를 확보할수 있는 시스템을 운영하고 있습니다. 여러 분야의 전문가로 구성된 쿠팡이츠서비스는 하나의 팀으로서 고객과 상점주, 배달파트너가 원하는 가치를 고민하고 연구하며, 새로운 혁신과 패러다임 변화를 이끌어가고 있습니다.    직무 소개 Ops DA는 쿠팡이츠 Delivery Operations를 지원하는 데이터 분석팀입니다. 이 팀은 배달 비용(CPO), 라이더 믹스, 지역별 성과를 관리하기 위한 지표, 큐브, 리포팅 체계를 담당합니다. Ops DA는 원천 운영 데이터와 주간 목표를 수립하는 기획/운영 리더 사이에서, 주문·배달·3PL 리워드 소스 전반의 여러 테이블을 결합해 조직이 실제로 의사결정에 활용하는 KPI로 전환하는 역할을 합니다. 이 팀은 표준화된 지표 파이프라인(universal_metric_base, eats_ops_da_agg_slim trust-gate cube), CPO 채팅/분해 분석 도구, 그리고 주간 비용 계획에 활용되는 예측 입력값을 구축하고 유지합니다. 팀 규모는 작지만 담당 범위는 넓기 때문에, 각 분석가는 자신의 도메인을 end-to-end로 오너십 있게 담당합니다. 즉, Hive/Presto 기반 SQL 작성부터 지표 정의, 그리고 비기술 이해관계자에게 전달되는 분석 내러티브 작성까지 전 과정을 수행하는 포지션입니다. *지원서는 영어로 제출 부탁드립니다.   업무 내용 * 주간 CPO 리포팅 운영 담당 도시, 구/군, 시간대별 비용물량·라이더 믹스 뷰를 갱신하고 배포하며, 이해관계자가 질문하기 전에 전주 대비 변동 원인을 선제적으로 분석합니다. * 요청 기반 variance decomposition 분석 rate-mix 및 Shapley attribution을 활용하여 “무엇이 CPO를 움직였고, 왜 움직였는가”를 설명합니다. 비용 요인, 물량 요인, 믹스 변화 중 어떤 요소가 영향을 주었는지 분석하고, waterfall 차트와 함께 3문장 내러티브를 작성합니다. * 관련 지표 설계 및 배포 ratio KPI, 조건부 flag, cohort logic을 정의하여 공유 Knowledge Base 또는 metric registry에 반영합니다. 이를 통해 다른 분석가와 CPO chat agent가 동일 지표를 재정의하지 않고 재사용할 수 있도록 합니다. * 당일 처리 가능한 ad-hoc deep dive 분석 운영 매니저와 지역 리드의 질문을 받아 SQL/Python 분석을 end-to-end로 수행하고, 영업일 내에 간결한 서면 요약을 제공합니다. * 데이터를 기반으로 프로세스 개선 기회 발굴 라이더 믹스, 시간대, 지역 등 배달 패턴에서 비효율을 찾아내고, 비용 또는 고객 경험(CX)에 미치는 영향을 정량화하며, 단순히 “문제가 있어 보인다”고 관찰하는 것을 넘어 근거를 첨부한 개선 이니셔티브를 제안합니다.   자격 요건 * Business Analyst, Operations Analyst 또는 Planning Analyst로서 3년 이상의 경험을 보유하신 분 * 배달, 물류 또는 이커머스 도메인 경험 우대 * SQL 역량이 뛰어나신 분 * CASE WHEN, window function, GROUP BY, 날짜 처리에 능숙하며, 여러 테이블을 조인해 지표를 구축할 수 있는 분 * Python 활용 역량을 보유하신 분 * pandas, scripting, automation 활용이 가능하며, ad-hoc 분석 및 반복 업무 자동화 경험이 있는 분 * ratio KPI의 분자/분모 decomposition에 대한 직관을 보유하신 분 * CPO 변동이 비용 요인인지, 물량 요인인지 설명할 수 있는 분 * Pivot 형태의 분석을 구축하고 해석한 경험이 있는 분 * Excel Power Pivot, Looker, Tableau 또는 유사 도구 활용 경험 포함 * 명확한 데이터 스토리텔링 역량을 보유하신 분 * waterfall/decomposition 차트를 보고 비기술 이해관계자가 바로 실행할 수 있는 3문장 요약을 작성할 수 있는 분 * 한국어로 업무 수행이 가능하며, 문서 작성 및 cross-team collaboration을 위한 영어 활용이 가능하신 분   우대 사항 * Hive, Presto 또는 유사 OLAP 엔진을 직접 사용한 경험이 있는 분 * cost attribution framework에 익숙하신 분 Shapley value, rate-mix, variance decomposition 등 * AI-assisted analytics tool 활용 경험이 있는 분 LLM agent, 데이터 분석용 AI copilot 등 * 배달 또는 last-mile operations 도메인 이해도가 있는 분 CPO, 라이더 믹스, 3PL 비용 구조 등 * metric governance 또는 Knowledge Base 운영 경험이 있는 분 조직 전반에서 재사용 가능한 지표를 정의하고 검증한 경험   전형 절차 및 안내 사항   전형 절차 * 서류전형 - 전화면접 - 대면(화상)면접 – 최종 합격 * 전형절차는 직무별로 다르게 운영될 수 있으며, 일정 및 상황에 따라 변동될 수 있습니다. * 전형 일정 및 결과는 지원서에 등록하신 이메일로 개별 안내 드립니다.   참고 사항 * 본 공고는 모집 완료 시 조기 마감될 수 있습니다. * 지원서 내용 중 허위사실이 있는 경우에는 합격이 취소될 수 있습니다. * 취업 보호 대상자(보훈대상자, 장애인 등)는 관련 법률에 따라 채용우대를 받을 수 있습니다. * 직급과 담당 업무 범위는 후보자의 전반적인 경력과 경험 등 제반사정을 고려하여 변경될 수 있습니다. 이러한 변경이 필요할 경우, 최종 합격 통지 전 적절한 시기에 후보자와 커뮤니케이션 될 예정입니다. * 채용 및 업무 수행과 관련하여 요구되는 법령상 자격이 갖추어지지 않은 경우 채용이 제한될 수 있습니다. * 고용형태는 정규직으로 수습기간 12주를 포함합니다. 단, 업무상 필요한 경우에는 상기 수습기간을 적용하지 않거나 단축 또는 연장할 수 있습니다.   개인정보 처리방침 * 쿠팡 그룹은 입사지원자 개인정보 처리방침(아래 링크)에 따라 귀하의 개인정보를 수집하여 처리합니다. https://www.coupang.jobs/kr/privacy-policy   서류 반환 정책 1. 본 고지는 『채용절차의공정화에관한법률』 제11조제6항에 따른 것 입니다. 2. 당사 채용에 응시한 구직자 중 최종 합격이 되지 못한 구직자는 『채용절차의 공정화에 관한 법률』에 따라 제출한 채용서류의 반환을 청구할 수 있음을 알려 드립니다. 다만, 홈페이지 또는 전자우편으로 제출된 경우나 구직자가 당사의 요구 없이 자발적으로 제출한 경우에는 그러하지 아니하며, 천재지변이나 그 밖에 당사에게 책임 없는 사유로 채용서류가 멸실된 경우에는 반환한 것으로 봅니다. 3. 위2항 본문에 따라 채용 서류 반환 청구를 하는 구직자는 채용 서류 반환 청구서 [채용절차의 공정화에 관한 법률 시행규칙 별지 제 3 호 서식]를 작성하여 이메일 (recruitingops@coupanges.com) 로 제출하면, 제출이 확인된 날로부터 14 일 이내에 지정한 주소지로 등기우편을 통하여 발송해 드립니다. 이 경우 등기우편요금은 수신자 부담으로 하게 되오니 유념하시기 바랍니다. 4. 당사는 위2항 본문에 따른 구직자의 반환 청구에 대비하여 채용 여부가 확정된 날로부터 180 일간 구직자가 제출한 채용서류 원본을 보관하게 되며, 그때까지 채용서류의 반환을 청구하지 아니할 경우에는 『개인정보 보호법』에 따라 지체 없이 채용서류 일체를 파기할 예정입니다. 5. 단, 위 1항 내지 4항의 내용은 대한민국의 노동 관계 법령이 적용되는 경우에만 적용됩니다. 그 이외의 경우에는 적용되지 않습니다.

Strategic Operations Project Manager & Analyst 🇫🇷

Qonto

Our mission and customers: We are creating the freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core, augmented by financial tools. We are proud to be rated 4.8 on Trustpilot, based on 55,000+ reviews. Our culture puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75 (more about our culture here). Our journey: Founded in 2017 by Alexandre and Steve, Qonto has grown to 1,600+ Qontoers serving over 600,000+ customers across 8 European countries. We have been profitable since 2023, and we are just getting started. Our beliefs: We hire for skills and potential. With 80+ nationalities, 45% women, of which 56% of women in our leadership team, diversity isn't a program; It's who we are. We've built a discrimination-free hiring process because the best teams are built on merit. AI at Qonto: AI is deeply embedded in how we work (here) - Every Qontoer gets unlimited access to the best AI tools. We want people who experiment without waiting for permission, push AI beyond the obvious, know when to trust it, and when to question it. ------------------------------------------------------------------------------------------------------ As our Strategic Operations Project Manager & Analyst, you will own the execution of Qonto's most complex cross-functional initiatives — and bring the analytical rigour that makes each project land with evidence, not assumptions. You'll take projects from ambiguous brief to clean BAU handover while building the performance frameworks that help our operations factories plan, steer, and improve. This is a hybrid role: ~70% project leadership, ~30% analytical work. The two are inseparable — you use data to structure, challenge, and measure your own projects, and you contribute to shared performance cycles across the factories. You'll report to Marie Piquemil, our Head of Operations Enablement. ➡️ What you'll do Project leadership (primary) Lead cross-factory operations projects end-to-end: Own the full project lifecycle — governance setup, milestone tracking, cross-team coordination, and clean handover to BAU. Typical scope: initiatives impacting at least two ops factories (compliance framework rollouts, routing and escalation rework, inter-governance harmonisation across Customer Care & Success, AML & Fraud, Banking Operations, and KYCB factories). Turn strategic priorities into execution: Before work starts, define the problem, clarify scope, outcomes, success metrics, timelines, and dependencies — so every stakeholder aligns on "what good looks like" before a single slide is built. Build and maintain senior stakeholder alignment: Manage dependencies, resolve friction, and keep initiatives moving from decision to delivery — without formal authority. Anticipate misalignment early and escalate when needed. Contribute to strategic assessments: Size opportunities, structure business cases and scenarios, and support leadership decisions with clear recommendations and explicit open questions. Performance analysis (secondary) Instrument and track your projects: Define leading and lagging indicators per initiative, build the dashboards and measurement frameworks that prove impact, and deliver ROI measurement post-implementation — not as an afterthought, but as part of the project close. Contribute to shared performance monitoring: Support the weekly, monthly, and quarterly performance rhythms (WBR/MBR/QBR) across the operations factories — surfacing early signals before they become problems and contributing analytical narratives to steering discussions. Run structured deep-dives when needed: Go beyond dashboards — run funnel, cohort, or segmentation analyses to understand a project's root cause or quantify its levers. Deliver clear "so what / now what" with explicit trade-offs. Partner with Finance on budget and forecast cycles: Work closely with the Finance team to provide operational input into budget planning and rolling forecasts — translating factory performance trends into forward-looking projections, flagging variance drivers early, and ensuring operations data feeds financial decisions with the right level of granularity. Support factories on compensation and performance analysis: Proactively partner with factory leads to structure and run compensation reviews and performance analyses — building the frameworks and data views that help them make informed, consistent decisions, rather than waiting to be asked. ➡️ What we're looking for End-to-end project leadership: You've run large, ambiguous, multi-stakeholder initiatives from kickoff to delivery — not just coordinated them. You know how to design governance, build a RASCI, manage a decision log, and keep delivery on track when things get messy. Analytical rigour: You write SQL confidently, can frame a problem before opening a spreadsheet, and produce decision-grade narratives — not just charts. You connect metrics to operational reality and make the ambiguous concrete. Senior stakeholder management: You've built alignment at VP and director level without formal authority. You know how to frame decisions, pre-empt pushback, and maintain momentum across departments with competing priorities. Data storytelling for non-technical audiences: You communicate analysis clearly to operations leaders. You challenge constructively, drive alignment through evidence, and know when to simplify and when to go deep. AI fluency and modern tooling: You're actively using AI tools to accelerate your work (Notion AI, Claude). You're comfortable in Notion for visual management, and in Metabase or Tableau for data and BI. Process challenger: You step back on ways of working, question organisational defaults, and propose more efficient operating mechanisms — while keeping stakeholder buy-in. ➡️ What we can offer you Multi-factory scope: Your projects span Compliance, Routing, and Governance across Qonto's operations factories — not siloed in one team or one market. Senior exposure from day one: You'll work in close collaboration with the Operations leadership team, with real decision-framing authority — not just slide preparation. A central team with broad reach: You'll join Marie's Operations Enablement function — spanning Operations Engineering, Knowledge & Learning, Workforce Management, and strategic project execution. Your work lands fast and visibly. Build things that don't exist yet: Standardising KPI definitions, building scalable measurement frameworks, improving operating mechanisms — this is not a "maintain the existing" role. A modern toolkit, used for real: Notion, Metabase, SQL, and AI tools are standard equipment — not aspirational. ➡️ Your future manager Your manager will be Marie Piquemil, our Head of Operations Enablement. Her path? Marie spent five years as COO at Morning, then built and led an international CX operations team at Swile (7 people across France and Brazil, five post-merger integrations). Most recently as VP Operations at Combo, she ran RevOps, Enablement, and Data teams, drove a post-merger integration, and launched a new Payroll Business Unit from scratch. She's been an operator, a builder, and a manager of managers. What does she bring to the team? Marie has built exactly the kind of cross-functional operations infrastructure this role will strengthen. She'll give you the strategic context and the autonomy to own your projects — while staying close on the decisions that matter. ➡️ Hiring process Intro call with TA (30 min): alignment on your experience and motivation, plus role/Qonto Q&A. Hiring manager interview (60 min): deep dive on project delivery and stakeholder management with Marie. Case study (take-home + review): a real-life ops project scenario to assess structuring, prioritisation, governance, and impact measurement (followed by a debrief). Final leadership discussion (45 min): wrap-up on scope/fit and mutual expectations.

Senior Workforce Manager - Capacity Planning & BPO Strategy

Qonto

Our mission and customers: We are creating the freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core, augmented by financial tools. We are proud to be rated 4.8 on Trustpilot, based on 55,000+ reviews. Our culture puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75 (more about our culture here). Our journey: Founded in 2017 by Alexandre and Steve, Qonto has grown to 1,600+ Qontoers serving over 600,000+ customers across 8 European countries. We have been profitable since 2023, and we are just getting started. Our beliefs: We hire for skills and potential. With 80+ nationalities, 45% women, of which 56% of women in our leadership team, diversity isn't a program; It's who we are. We've built a discrimination-free hiring process because the best teams are built on merit. AI at Qonto: AI is deeply embedded in how we work (here) - Every Qontoer gets unlimited access to the best AI tools. We want people who experiment without waiting for permission, push AI beyond the obvious, know when to trust it, and when to question it. ------------------------------------------------------------------------------------------------------ Join us as Senior Workforce Manager – Capacity Planning & BPO Strategy to own the global capacity planning framework across all of Qonto's Ops factories — Banking Operations, AML/Fraud, KYCB, and Customer Care & Success. You'll set the methodology every factory uses, hold the consolidated budget view, and be the senior owner of BPO relationships at a strategic and contractual level. This is a hands-on build-and-run role: you'll design the model and direct its rollout, under the guidance of Marie Piquemil, our Head of Operations Enablement. ➡️ What you'll do Design and own the capacity planning framework: You'll build the reference model — volume drivers, FTE requirements, BPO productive-hours — and set the forecasting cadence, templates, and definitions every factory's WFM analyst works from. Optimise the internal vs. BPO capacity mix: You'll build the system that determines the right balance of internal agents and BPO capacity to cover workload at the lowest sustainable cost and risk, across all factories. Own the global BPO budget view: You'll hold the actuals-vs-plan picture for exec reporting, interface with Finance on planning and reconciliation, and surface cross-factory cost inefficiencies invisible at the local level. Lead BPO relationships at a strategic level: You'll be the senior point of contact for BPO partners on capacity, contracts, and escalations — and define the invoice validation standard used across all factories. Enable and align factory-level WFM analysts: You'll set the standards and operating cadence for factory analysts through dotted-line governance, and run the monthly cross-factory alignment ritual covering forecast review, capacity risk, and invoice anomalies. ➡️ What we're looking for WFM leadership with BPO depth: You've got 5+ years in Workforce Management, with hands-on exposure to both BPO-managed and internal-agent capacity models. Methodology builder, not just operator: You've designed or significantly overhauled a capacity planning framework — you know what it takes to build one from scratch, not just run what's already there. BPO vendor ownership: You've managed outsourcing relationships at a contractual and strategic level — SLAs, invoicing, escalations — and held partners accountable to real standards. Influence-based leader: You're effective without direct authority — you set standards, coach local relays, and drive adoption across semi-autonomous teams who don't report to you. AI-curious: You look for ways to use AI to work faster and smarter, and you're ready to keep adapting as the role evolves with it. ➡️ What we can offer you A founding mandate in a brand-new, centralized operations function — you'll help shape how it works from day one. Direct line of sight into Qonto's banking license transition, raising the bar on operational rigor as the company scales. Real autonomy over a strategic mission with executive visibility into the outcome. A seat at the table as a genuine business partner to Finance and factory leadership, not just an operator. ➡️ Your future manager Your manager will be Marie Piquemil, our Head of Operations Enablement. Her path? Marie spent five years as COO at Morning, then built and led an international CX operations team at Swile (7 people across France and Brazil, five post-merger integrations). Most recently as VP Operations at Combo, she ran RevOps, Enablement, and Data teams, drove a post-merger integration, and launched a new Payroll Business Unit from scratch. She's been an operator, a builder, and a manager of managers. What does she bring to the team? Marie has built exactly the kind of cross-functional operations infrastructure this role will strengthen. She'll give you the strategic context and the autonomy to own your projects — while staying close on the decisions that matter.