Principal Program Manager

Coupang

Company Introduction  We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did I ever live without Coupang?” Born out of an obsession to make shopping, eating, and living easier than ever, we are collectively disrupting the multi-billion-dollar commerce industry from the ground up and establishing an unparalleled reputation for being leading and reliable force in South Korean commerce.  We are proud to have the best of both worlds — a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been since our inception. We are all entrepreneurs surrounded by opportunities to drive new initiatives and innovations. At our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact. At Coupang, you will see yourself, your colleagues, your team, and the company grow every day.      Job Overview Rocket Growth (RG) is a Coupang Fulfillment business that enables sellers to offer customers the best-in-class delivery and post-purchase experience. With RG, sellers’ products get the Rocket badge and are delivered via Coupang’s Rocket delivery network. RG is the fastest-growing team in Coupang with an exciting roadmap of products and features. We are hiring a Principal Program Manager to lead Policy Programs and Governance, ensuring that RG policies are clearly defined, effectively implemented, and consistently enforced to drive seller behavior, operational excellence, and customer trust. As a Senior Program Manager, you will own the end-to-end lifecycle of policy programs, from definition and rollout to enforcement and continuous improvement. You will work across Product, Engineering, Legal, Finance, and Operations to translate business needs into scalable policy execution frameworks. Key Responsibilities Policy Program Ownership * Own and drive the lifecycle of RG policy programs, including: * Seller eligibility and behavior policies * Program rules, compliance standards, and enforcement mechanisms * Incentive and penalty frameworks tied to policy adherence * Identify gaps in existing policies and proactively propose improvements aligned with business goals Policy Rollout & Execution * Lead end-to-end execution of policy launches and updates, ensuring: * Clear scope definition * Structured rollout plans * Consistent implementation across systems and operations * Partner with Product and Engineering to ensure policies are translated into scalable system logic and guardrails Governance & Enforcement * Establish and manage policy governance frameworks, including: * Monitoring compliance and adherence * Defining enforcement mechanisms (alerts, restrictions, penalties) * Ensuring consistency across sellers and use cases * Partner with Legal and Compliance teams to ensure policies meet regulatory and internal standards Seller Communication & Adoption * Drive development of seller-facing policy documentation and education materials * Ensure clarity, transparency, and accessibility of policies to sellers * Improve seller understanding, adoption, and adherence to RG program rules Cross-functional Alignment * Act as the central point of coordination across Product, Engineering, Legal, Finance, and Ops * Align stakeholders on policy priorities, trade-offs, and execution plans * Facilitate decision-making and resolve ambiguities in policy interpretation Metrics & Continuous Improvement * Define and monitor KPIs such as: * Policy compliance rates * Seller violations and enforcement actions * Impact of policies on business performance (selection, quality, CX) * Conduct root cause analysis on policy gaps and execution issues * Drive continuous improvement of policy frameworks and operational processes Settlement (Supporting Scope) * Ensure alignment between policies and settlement processes, including: * Fee enforcement based on policy rules * Incentive and rebate program execution * Partner with settlement teams to ensure policy changes are accurately reflected in financial workflows Qualifications * 6+ years of Program Management, Operations, or Policy/Governance-related experience * Proven track record of managing complex, cross-functional programs with high ambiguity * Strong experience in policy design, governance, compliance, or operational frameworks * Excellent stakeholder management skills with ability to influence without authority * Strong analytical mindset with ability to translate data into actionable insights * High attention to detail, especially in rule definition and enforcement consistency * Strong communication skills with ability to simplify complex policies * Ability to thrive in a fast-paced, high-growth environment * Bilingual Korean–English speaker   Recruitment Process and Others (This notice MUST be included in the job posting in Korea to   comply with the Fair Hiring Procedure Act.)   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.   * Job titles and responsibilities may be subject to change depending on the candidate’s overall experience, etc. This will be communicated to the candidate at the appropriate time before the offer.   * Hiring may be restricted in case the legal qualifications required for hiring and work performance is not met.   * This is a full-time regular position and includes 12 weeks of probation period; provided, however, the probationary period may be either skipped, shortened or extended if necessary for business purposes.      Privacy Notice   * Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below.   https://www.coupang.jobs/en/privacy-policy    Document Return Policy (This notice MUST be included in a job posting in Korea only to comply with the Fair Hiring Procedure Act.)   1. This notification is given pursuant to Article 11 (6) of the Fair Hiring Procedure Act.   1. A job applicant, who has applied but not been finally selected for a position at Coupang (the “Company”), may request the Company to return his/her hiring documents submitted pursuant to the Fair Hiring Procedure Act. However, this will not apply where the hiring documents were submitted via the website of the Company or e-mail, or where the job applicant submitted those documents voluntarily without a request from the Company. In addition, if the hiring documents were destroyed due to a natural disaster or any other reasons not attributable to the Company, such documents will be deemed to have been returned to the job applicant.   1. A job applicant who wishes to request the return of his/her hiring documents pursuant to the main sentence of paragraph 2 above should fill out a “Request for Return of Hiring Documents” [Annex Form No. 3 in the Enforcement Rule of the Fair Hiring Procedure Act] and submit It by email (recruitingops@coupang.com). In such case, within fourteen (14) days from the date of identifying the receipt of the request, the Company will send the hiring documents to the job applicant’s designated address via registered mail. Please be informed that the job applicant is required to pay the postage on the registered mail.   1. In preparation for a job applicant’s request for the return of hiring documents pursuant to the main sentence of paragraph 2 above, the Company shall retain the original hiring documents submitted by the job applicant for 180 days from the completion of the recruiting process. If no request is made until the end of this period, all his/her hiring documents will be destroyed immediately in accordance with the Personal Information Protection Act.   1. The above paragraphs 1 - 4 shall only apply when the labor-related laws of Korea govern the application. They are otherwise not applicable.

Coupang

회사 소개  쿠팡은 고객 감동 실현을 위해 존재합니다. 고객들이 "쿠팡 없이 그동안 어떻게 살았을까?" 라고 말할 때, 비로소 우리의 미션을 실현하고 있음을 알 수 있습니다. 고객들의 쇼핑과 식사, 생활 전반을 편하게 만들겠다는 유일한 집념으로 쿠팡은 수억 달러 규모의 커머스 산업 전반의 혁신을 이끌고 있습니다. 쿠팡은 가장 빠르게 성장하는 리테일 기업 중 하나로, 국내 커머스 업계에서의 독보적인 입지와, 고객 신뢰를 구축했습니다.     쿠팡은 스타트업 문화를 기반으로 한 글로벌 대형 상장사라고 자부합니다. 이것이 창립 당시의 기민함을 유지하며, 신규 서비스를 끊임없이 출시하며 비즈니스를 확장해 나가는 우리의 성장 동력입니다. 쿠팡의 모든 임직원에게는 기업가 정신을 갖추고 새로운 혁신과 이니셔티브를 추진할 수 있는 기회가 주어집니다. 주저 없이 일에 뛰어들어 성과를 이루고자 하는 과감성이, 바로 쿠팡이 일하는 방식의 본질입니다. 쿠팡에서는 여러분 자신, 동료, 팀 그리고 회사 전체가 매일 성장하는 모습을 목격할 것입니다.    쿠팡의 모든 직원은 커머스의 미래를 만들겠다는 쿠팡의 미션에 진심입니다. 우리는 고객의 문제를 해결해 나가고, 전통적인 관념과 통념에 맞서며 실현 가능한 한계를 뛰어넘고 있습니다. 고가용성 (always-on) 과 최첨단의 앞선 기술 (high-tech), 초연결사회 (hyper-connected world) 에서의 놀라운 업무 경험을 원하신다면, 지금 바로 쿠팡에 합류하세요.     조직 소개 Rocket Growth(RG)는 쿠팡의 풀필먼트 기반 비즈니스로, 셀러가 고객에게 최상의 배송 및 구매 후 경험을 제공할 수 있도록 지원합니다. RG를 통해 셀러의 상품은 로켓 배지를 획득하고, 쿠팡의 로켓 배송 네트워크를 통해 빠르게 배송됩니다. RG는 쿠팡 내 가장 빠르게 성장하고 있는 조직 중 하나이며, 다양한 신규 제품과 기능 출시 로드맵을 가지고 있습니다. 현재 저희는 정책 프로그램 및 거버넌스를 리드할 Principal Program Manager를 채용하고 있으며, RG 정책이 명확하게 정의되고, 효과적으로 운영되며, 일관되게 적용될 수 있도록 함으로써 셀러 행동을 유도하고, 운영 효율성과 고객 신뢰를 강화하는 역할을 맡게 됩니다. 이 역할에서는 정책 프로그램의 기획부터 실행, 적용, 개선까지 End-to-End 전체 라이프사이클을 직접 리딩하게 됩니다. 또한 Product, Engineering, Legal, Finance, Operations 등 다양한 조직과 협업하며 비즈니스 요구사항을 확장 가능한 정책 실행 체계로 구현하는 역할을 수행합니다.   주요 업무 1) 정책 프로그램 총괄 (Policy Program Ownership) * RG 정책 프로그램 전반의 라이프사이클을 총괄 * 셀러 자격 및 행동 정책 * 프로그램 규정 및 컴플라이언스 기준 * 정책 준수를 위한 인센티브 및 패널티 체계 * 기존 정책의 문제점 및 공백을 분석하고, 비즈니스 목표에 맞는 개선안 제안 2) 정책 도입 및 실행 (Policy Rollout & Execution) * 정책의 기획부터 롤아웃까지 End-to-End 실행 리드 * 정책 범위 명확화 * 구조화된 실행 계획 수립 * 시스템 및 운영 전반에 걸쳐 일관된 적용 * Product/Engineering 팀과 협업하여 정책이 시스템 로직으로 구현되도록 설계 3) 정책 거버넌스 및 집행 (Governance & Enforcement) * 정책 거버넌스 체계 구축 및 운영 * 정책 준수 여부 모니터링 * 제재 및 집행 메커니즘 정의 (알림, 제한, 패널티 등) * 모든 셀러 및 케이스에서 일관성 유지 * Legal 및 Compliance 조직과 협업하여 정책의 규제 및 내부 기준 충족 보장 4) 셀러 커뮤니케이션 및 정책 확산 (Seller Communication & Adoption) * 셀러 대상 정책 가이드 및 교육 자료 제작 * 정책의 명확성, 접근성, 투명성 향상 * 셀러의 정책 이해도 및 준수율 개선 5) 조직 간 협업 리드 (Cross-functional Alignment) * Product, Engineering, Legal, Finance, Ops 간 중심 조정 역할 수행 * 정책 우선순위, 트레이드오프, 실행 방향 정렬 * 정책 해석 관련 모호함 해소 및 의사결정 지원 6) 지표 관리 및 지속 개선 (Metrics & Continuous Improvement) * 주요 KPI 정의 및 모니터링 * 정책 준수율 * 셀러 위반 및 제재 상황 * 비즈니스 영향 (상품 다양성, 품질, 고객 경험 등) * 정책/운영 문제에 대한 Root Cause 분석 및 지속적인 정책 및 운영 프로세스 개선 7) 정산 연계 (Settlement - Supporting Scope) * 정책과 정산 프로세스 간 정합성 확보 * 정책 기반 수수료 적용 및 운영 * 정산 조직과 협업하여 정책 변경이 재무 프로세스에 정확히 반영되도록 지원   자격 요건 * Program Management / Operations / Policy 관련 경력 10년 이상 * 복잡하고 모호한 환경에서 크로스펑셔널 프로젝트를 리딩한 경험 * 이해관계자를 설득하고 조율할 수 있는 커뮤니케이션 및 영향력 * 데이터 기반으로 문제를 분석하고 실행 가능한 인사이트 도출 능력 * 빠르게 변화하는 환경에서 우선순위 설정 및 실행 능력 * 한국어 및 영어 업무 가능자 (Bilingual)   우대 조건 * 이커머스 / 마켓플레이스 환경에서 Policy / Governance 경험 * Seller 정책, Trust & Safety, Compliance 관련 업무 경험 * 플랫폼 정책 설계 또는 운영 체계 구축 경험 * Cross-border / Global seller 관련 비즈니스 경험 * 정책 기반 인센티브 / 패널티 / 정산 로직 설계 경험 * Product / Engineering과 협업하여 정책을 시스템으로 구현한 경험   전형 절차 및 안내 사항  * 전형 절차  * 서류전형 - 전화면접 - 화상면접 - 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.  * 고용 형태는 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@coupang.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.

Toast

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. Toast IQ is our agentic platform for restaurant operators: a growing set of specialized AI agents that take real work off an operator's plate — driving demand, managing labor, and optimizing the back office. We're launching new agents continuously across multiple lines of business, and the complexity of doing that well, with coherent packaging, consistent quality, and a single platform story, is growing faster than the surface area of the product itself. This role owns the program that makes it work. You'll design and run the monthly release engine end to end, set and hold the bar on platform readiness, and coordinate go-to-market so naming, packaging, and messaging land as a coherent platform story rather than a dozen separate launches that confuse operators and the field. The goal is to build repeatable operating mechanisms that let Toast move quickly and confidently and that scale as Toast IQ scales. You'll work across product, engineering, marketing, support, and finance. You won't have direct authority over most of the people you depend on, which means you'll earn influence, make decisions that stick, and serve as an escalation point when things go sideways. A day in the life (Responsibilities)  * Design, own, and continuously improve the monthly agent release program — one cadence, one launch process — across all lines of business. Build this as a durable operating mechanism, not a series of one-off coordination efforts. * Set and hold the platform-readiness bar. Engage credibly with engineering teams on architecture, dependencies, and technical risk. Own the dependency and risk map. Be willing to call a postponement when a product isn't ready — and make that call stick. * Drive go-to-market coherence across LOBs so naming, packaging, and messaging land as one platform story. Work with PMM and GTM to make sure the field can sell and operators understand what they're getting. * Instrument launch health and build reporting that matters: what shipped, what slipped, adoption signals, and the blockers that need to be resolved upstream. Feed this signal back to R&D leadership in a form they can act on. * Operate with high judgment in ambiguous situations. When the governance model doesn't cover a case, make a defensible call and move. Surface the right decisions to leadership with the context they need — don't just escalate problems. * Establish the operating rhythms, governance structures, and cross-functional alignment mechanisms that keep multiple engineering teams moving toward a shared cadence. What you'll need to thrive (Requirements) * 12+ years of technical program management working directly with software engineering teams. * Track record of owning cross-functional programs end to end — not just coordinating them — from design through launch, across teams with competing priorities. * Technical fluency sufficient to engage meaningfully with engineers on architecture, dependencies, and risk: you can identify when a technical assumption is wrong before it becomes a launch problem. * Demonstrated ability to build repeatable operating models. You've built the system, not just run projects inside someone else's system. * Experience managing cross-org dependencies and aligning teams you don't control. * Strong written communication; you can translate complex program status and risk into a clear narrative for senior leadership. What will help you stand out (Nonessential Skills/Nice to Haves) * Experience with AI/ML systems, agentic architectures, or applied AI programs. * Experience standing up a recurring multi-team release cadence on a platform serving multiple product lines. * Vertical SaaS, SMB, or restaurant/hospitality technology experience. * Familiarity with usage-based or consumption pricing models. * BA/BS in a technical discipline, or equivalent practical experience.    AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits. The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy. Zone A $181,000—$290,000 USD Zone B $157,000—$251,000 USD Zone C $142,000—$227,000 USD How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring Our Approach to Hybrid Working We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast. Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com. ------ For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.