Sr. Program Management Specialist (Business Intelligence)

Complaint Experince Management Sr.Specialist (TW Complaint Experience Management)

Coupang

Company Introduction Coupang 正在重新構想購物體驗，目標是讓每位顧客從打開 Coupang App 的那一刻起，到訂單送達家門為止的每個環節都感到驚喜。 我們在台灣提供的服務包括「火箭速配」，以實惠的價格為多種精選商品提供隔日到貨服務；以及「火箭跨境」，為來自韓國、美國等地的數百萬暢銷商品提供國際速配服務。 我們正在尋覓優秀人才，攜手推動 Coupang 在台灣的業務拓展。這是一個難得的機會，能親身參與 Coupang 的高速成長，打造一個讓顧客忍不住讚嘆：「沒有 Coupang，我該怎麼生活？」的世界。   Role Overview（職務概覽） 身為資深顧客申訴體驗管理（CEM）專員，您將主導並推動 Coupang 台灣的申訴與升級體驗策略。此職位將負責處理高複雜度顧客申訴、消費者保護案件與重大事件應對，並透過跨部門合作找出系統性問題，優化顧客體驗指標，持續強化顧客對 Coupang 品牌的信任。 What You Will Do（工作內容） * 規劃並執行全公司層級的申訴與顧客體驗策略，提升顧客滿意度、忠誠度與品牌信任 * 分析與追蹤顧客體驗指標（如 NPS、CSAT、DSAT），洞察趨勢、風險與改善機會 * 代表公司出席消費者保護相關會議，回應並處理對外顧客爭議與申訴案件 * 作為跨部門 incident 應對機制的核心成員，確保問題即時處理並降低對顧客的影響 * 彙整顧客回饋與行為數據，提出具體且可執行的改善方案 * 與客服、產品、法務、合規等團隊密切合作，深化以顧客為中心的工作模式 * 建立並維護 CX 儀表板與週／月報，定期向管理階層提供決策洞察與預警資訊 Basic Qualifications（基本條件） * 商業、行銷或相關領域之學士學位 * 五年以上顧客體驗管理、顧客服務或顧客成功相關經驗 * 熟悉顧客旅程設計、痛點分析及 CX 指標工具（如 NPS、CSAT、DSAT） * 具備獨立數據分析與問題解決能力，能提出具體改善建議 * 具備良好的溝通能力與跨部門協作能力 Preferred Qualifications（加分條件） * 相關領域之碩士學位 * 具備高複雜度申訴、升級案件或消費者保護案件處理經驗 * 具備電商、物流或快速成長型組織的工作經驗 * 中文流利，具備英文書寫與溝通能力者佳 招募流程（Recruitment Process） 履歷審查 – 電話面試 – 現場面試（或線上面對面面試）– 錄取通知 實際招募流程可能依各職缺性質而有所不同，亦可能因時程安排或其他因素進行調整。 面試時程與結果將透過應徵者於申請階段所提供的電子郵件信箱通知。 注意事項（Details to Consider） 若所有職缺於截止日前皆已招募完成，本職缺公告可能提前關閉。 若應徵者於申請或招募過程中提供不實資訊，Coupang 有權撤回錄取通知。 依法享有就業保護資格者（如退伍軍人、身心障礙者等），將依相關法令獲得優先考量。 Company Introduction   Coupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door.   Our services in Taiwan include “Rocket Delivery” which offers next-day delivery for a wide selection of items at affordable prices, “Rocket Overseas” which offers free international delivery on millions of best-selling products from Korea, the U.S., and beyond.    We are looking for talents to help us lead Coupang’s expansion in Taiwan. This is an exceptional opportunity to become a part of Coupang’s growth in Taiwan and create a world where our customers wonder, “How did I ever live without Coupang?” Role Overview As a Senior Complaint Experience Management (CEM) Specialist, you will own and drive Coupang Taiwan’s complaint and escalation experience strategy. You will take a leading role in managing complex customer complaints, consumer protection cases, and incident responses, while partnering closely with cross-functional teams to identify systemic issues, improve customer experience metrics, and build long-term customer trust. What You Will Do  * Lead and execute company-wide complaint and escalation experience strategies to improve customer satisfaction, loyalty, and brand trust * Analyze and monitor customer experience metrics including NPS, CSAT, and DSAT to identify trends, risks, and improvement opportunities * Represent Coupang in consumer protection meetings and manage responses to external customer disputes and complaints * Act as a core member of cross-functional incident response initiatives to ensure timely resolution and minimize customer impact * Consolidate customer feedback and behavioral data to propose clear and actionable improvement plans * Partner closely with Customer Service, Product, Legal, Compliance, and other stakeholders to embed a customer-centric culture * Build and maintain CX dashboards and weekly or monthly reports to provide insights and early warnings to leadership Basic Qualifications  * Bachelor’s degree in business, marketing, or a related field * 5+ years of experience in customer experience management, customer service, or customer success * Strong understanding of customer journey mapping and CX measurement tools including NPS, CSAT, and DSAT * Ability to independently analyze data and translate insights into actionable recommendations * Strong communication and cross-functional collaboration skills Preferred Qualifications * Master’s degree in a related field * Experience handling complex complaints, escalations, or consumer protection cases * Experience working in e-commerce, logistics, or high-growth environments * Proficiency in written and spoken Mandarin with working proficiency in English   Recruitment Process and Others   Recruitment Process   * Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer  * The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.  * Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.  Details to Consider  * This job posting may be closed prior to the stated end date for application if all openings are filled.  * Coupang has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process.  Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.

Senior Product Marketing Specialist

Okta

Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence. This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk. We’re looking for a Sr. Product Marketing Specialist, EMEA to drive regional go-to-market execution and sales enablement across Europe, the Middle East and Africa (EMEA). Based in Dublin, you’ll collaborate with global and regional teams to adapt messaging, content, and strategy for key markets across Europe, while also fueling growth in emerging markets in the Middle East and Africa. This role is perfect for a strategic marketer with a passion for storytelling, market insights, and equipping sales teams with impactful content. WHAT YOU’LL DO REGIONAL GO-TO-MARKET EXECUTION * Support product launches and GTM strategies across EMEA, ensuring alignment with regional needs. * Localize global marketing campaigns for key and emerging EMEA markets. * Optimize product messaging and positioning for diverse audiences. SALES ENABLEMENT * Adapt global sales content for EMEA, ensuring relevance and effectiveness. * Equip sales and partners with the right messaging, competitive insights, and use cases. * Gather regional feedback to refine positioning and enablement strategies. CONTENT & MESSAGING * Tailor product messaging to resonate with EMEA customers while maintaining global consistency. * Work with content teams to adapt marketing assets (case studies, blogs, web pages) for the region. MARKET INSIGHTS & COMPETITIVE INTELLIGENCE * Conduct research on customer trends, industry shifts, and regulatory considerations in EMEA. * Analyze competitors and identify opportunities for differentiation. * Share insights with global and regional teams to inform strategy. CROSS-FUNCTIONAL COLLABORATION * Work closely with regional sales, marketing, and global product teams to ensure seamless execution. * Serve as a bridge between EMEA teams and headquarters, advocating for regional market needs. WHAT YOU BRING * 5+ years in product marketing, B2B SaaS marketing, or a related field. * Familiarity with Identity & Access Management (IAM), cybersecurity, or cloud security solutions. * Experience or knowledge of EMEA markets * Strong written and verbal communication skills in English (business-level proficiency). * Ability to adapt global sales and marketing content to local market needs. * Analytical mindset with a data-driven approach to market research and strategy. * Bachelor’s degree in Marketing, Business, or a related field (or equivalent experience). * Collaborative, self-motivated, and comfortable working in a fast-paced, cross-functional environment. * Bonus: French or German as a second language #LI-Hybrid P25096_3417246 Below is the annual salary range for candidates located in Ireland. Your actual salary will depend on factors such as your skills, qualifications, and experience. In addition, Okta offers equity (where applicable), bonus, and comprehensive healthcare coverage and financial benefits including paid time off and parental leave in accordance with our applicable plans and policies. To learn more about our Total Rewards program, please visit: https://rewards.okta.com/irl. The annual base salary range for this position for candidates located in Ireland is between: €75.000—€103.400 EUR The Okta Experience * Supporting Your Well-Being  * Driving Social Impact  * Developing Talent and Fostering Connection + Community We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one. Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation. Notice for New York City Applicants & Employees: Okta may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please click here to view our full NYC AEDT Notice.

Sr. Technical Enablement Specialist

Databricks

FEQ426R542 As a Sr. Enablement Specialist at Databricks, you will apply your expertise in enablement to lead the design, rollout, and adoption of enablement programs for Databricks Technical Support Engineers, including collaboration with Support leaders and SMEs and/or Technical Curriculum Developers.  Programs in your portfolio can include onboarding and everboarding motions focused on developing and maintaining technical and soft skills for Technical Support Engineers.  As a member of the Databricks Support Enablement Team, you’ll be responsible for (1) keeping up to date with the latest and greatest that Databricks has to offer when it comes to Support, (2) work with our enablement team to fully understand the business needs and requirements for Support, (3) create high-impact programs for Support, and (4) work with a team of technical enablement specialists to curate and  design content needed for programs. The impact you will have: * Use your Databricks and Enablement expertise to lead the design, curate, and maintain enablement programs for Databricks Technical Support * Work with subject-matter-experts and technical enablement specialists to scope needs for new courses and updates to existing ones  * Drive improvements in Support KPIs through successful enablement programs (lagging indicators) What we look for: * Experience with enablement programs for technical audiences * Experience with technical support best practices * Experience with cross-functional stakeholder management * Strong analytical skills and data-driven decision-making * [Preferred] Experience designing and developing highly technical training About Databricks Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook. Benefits At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region click here. Our Commitment to Diversity and Inclusion At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics. Compliance If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.