Taipei•Publicerad: 2 juli•Sista ansökan: 17 aug.
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
Role 1. This role is responsible for the centralized management of all major customer incidents in Coupang Taiwan and serves as
the core incident management and program management function within Customer Incident Management (CIM). The role oversees the
handling, tracking, and coordination of major and high‑risk incidents to ensure consistent responses, transparent progress, and
controlled risk. In addition, the role leads cross‑functional process and governance improvement initiatives derived from major
incidents to drive systemic improvement and enhance operational stability and customer trust.
Role 2. This role is responsible for preventing the recurrence of major incidents by addressing issues at their root cause.
Through deep analysis of incident‑driven customer and operational pain points, the role defines and drives targeted improvement
and prevention mechanisms. By leveraging data analysis, incident reviews, and cross‑functional collaboration, the role leads root
cause analysis, process optimization, and governance improvements to ensure effective implementation and measurable outcomes. The
role aims to continuously reduce the risk of major incidents while enhancing overall customer experience and operational
stability.
What You Will Do
Role 1.
* Centrally manage major customer incidents, serving as the core management role for customer incident management
* Act as the program management lead for major incidents and high‑risk situations by coordinating cross‑functional resources,
timelines, and decision‑making processes
* Establish standardized incident handling and follow‑up frameworks to ensure clear workflows, transparent progress, and
traceable outcomes
* Plan and drive cross‑functional process and governance improvement initiatives derived from major incidents to enable long‑term
systemic improvement
* Partner closely with Customer Service, Product, Operations, Legal, Finance, and other teams to ensure effective execution of
incident handling and improvement plans
* Build and maintain SOPs, internal wikis, governance processes, and points‑of‑contact (POC) lists related to incident and
program management
* Regularly consolidate and report major incident status, risk assessments, improvement progress, and recommendations to
leadership
Role 2.
* Lead root cause analysis for major incidents and high‑impact issues, thoroughly assessing their impact on both customers and
operations
* Design and drive incident prevention and improvement initiatives across processes, policies, and systems to reduce recurrence
risk
* Leverage and apply DSAT analysis to identify the underlying drivers of customer dissatisfaction and translate insights into
actionable improvements
* Proactively analyze data using multiple tools and data sources, such as Zendesk, BTS, and Power BI, and initiate internal
investigations when needed
* Partner closely with Customer Service, Product, Operations, and Technology teams to ensure improvement initiatives are
practical and effectively implemented
* Define and track success metrics for improvement initiatives to ensure measurable impact and sustained results
* Systematically identify and prioritize opportunities to strengthen preventive mechanisms and reduce the likelihood of future
major incidents
Basic Qualifications
* Bachelor’s degree in business, marketing, data analytics, information management, or a related field
* 5+ years of experience in customer experience management, customer service, customer success, operations, process improvement,
or incident analysis
* Strong understanding of customer journey mapping and CX measurement tools including NPS, CSAT, and DSAT
* Strong analytical skills and structured thinking with the ability to conduct deep‑dive problem analysis
* Ability to independently analyze data and translate insights into actionable recommendations
* Proficiency in data analysis tools and incident analysis methodologies
* Proven ability to collaborate cross‑functionally and influence stakeholders to drive improvements
Preferred Qualifications
* Master’s degree in a related field
* Experience handling complex complaints, escalations, or consumer protection cases
* Hands‑on experience with CX metrics and analysis frameworks, including DSAT, VOC, and NPS
* Experience working in e-commerce, logistics, or high-growth environments
* Experience leading process optimization, quality improvement, or governance initiatives
* Familiarity with analytical and visualization tools such as Zendesk, BTS, and Power BI
* Experience in e‑commerce, platform businesses, customer service environments, or complex operations
* 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.
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/privacy-policy/
Taipei•Publicerad: 2 juli•Sista ansökan: 17 aug.
Position: IPO QA Manager
As the IP Operations QA Manager, you will be responsible for building and overseeing the quality governance framework for our
Intellectual Property Operations (IPO) team. You will lead a dedicated team of QA specialists to ensure that every decision—from
seller gating to counterfeit detection and appeal reviews—is accurate, consistent, and compliant with our global policies.
Your mission is to act as the "second line of defense," ensuring that our agents maintain the highest standards of integrity while
protecting customers and brand owners on our platform.
The responsibility of IP Operations team is as follows:
* IP Monitoring: Proactively monitor brand listings to detect and remove counterfeit products, ensuring a safe and consistent
shopping experience for customers.
* Seller Gating: Vet seller distribution channels through pre- and post-gating reviews to ensure only authorized and compliant
listings enter the marketplace.
* Appeals & Escalation: Conduct forensic reviews of seller appeals to verify the authenticity of supply chain documentation and
accurately resolve suspected counterfeit disputes.
* Intellectual Property Rights (IPR): Rapidly process and investigate external reports of IP infringement to mitigate legal risks
and maintain brand owner trust.
Key Responsibilities
* Quality Framework & Strategy: Develop, implement, and maintain a comprehensive quality assurance framework for the IPO team.
This includes defining clear quality standards, evaluation criteria, and performance metrics that align with business goals.
* Process Auditing & Evaluation: Conduct regular audits of the IPO process, from initial complaint intake to root cause analysis
and resolution. Ensure all stages are executed correctly and in compliance with established policies and procedures.
* Team Leadership & Development: Lead, mentor, and coach a team of Quality Assurance Specialists. Provide regular feedback,
conduct calibration sessions, and develop training programs to enhance their analytical skills and knowledge of quality
standards.
* Data-Driven Analysis: Analyze quality metrics, including defect rates, resolution times to identify trends, process
bottlenecks, and opportunities for improvement.
* Cross-Functional Collaboration: Partner with the IP Operations Manager to provide insights that inform policy updates and
process enhancements. Work with other cross-functional teams to share feedback and ensure a unified approach to quality.
Essential Qualifications
* A minimum 3-5 years of experience in a Quality Assurance or similar role, with at least 2 years in a management or team lead
position.
* Proven experience in customer service, technical support, or e-commerce environment.
* Strong knowledge of quality management principles, methodologies (e.g., Six Sigma, Lean), and auditing best practices.
* Exceptional analytical skills with the ability to interpret data from various sources (e.g., customer feedback, system logs) to
draw meaningful conclusions.
* Excellent leadership, communication, and interpersonal skills, with the ability to influence and align diverse teams toward a
common goal.
* Experience with quality management software and a high level of proficiency with data analysis tools (e.g., Excel, BI tools).
Preferred Qualifications
* Bachelor's degree in Business, Communications, or a related field.
* Experience working in a fast-paced, high-volume environment.
* Certification in Quality Management (e.g., Six Sigma Green/Black Belt, CQE).
* Familiarity with ticketing systems (e.g., Zendesk) and customer engagement platforms (e.g., Genesys).
Taipei•Publicerad: 2 juni•Sista ansökan: 17 aug.
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 Oversea” 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
The Customer-Centric Planning team is looking for a Senior Data Analyst with an engineering mindset. You will not only be a user
of data but also a builder of data infrastructure. This position highly integrates Data Analysis and Analytics Engineering. You
will be responsible for maintaining Airflow ETL processes from multiple internal data sources such as Zendesk, WMS (Warehouse
Management System), and OMS (Order Management System), and utilizing Python and AI tools for automation development to support the
operation and optimize the experience of teams such as Supplier Support, Customer Support, and Andon.
This is not just a "report-running" job. In the Customer-Centric Planning team, you will:
1. Delve into underlying technologies: Directly operate Airflow and Presto clusters, participating in the complete lifecycle from
Raw Data to Insight.
2. Embrace new technologies: We actively introduce AI (Windsurf, Gemini, Copilot) and automation tools to eliminate repetitive
tasks.
What You Will Do
* Quickly support (within hours) and respond to the needs of various operational teams, formulate Ad-Hoc analysis plans, and
produce high-quality, highly accurate data reports.
* Operational Pain Point Analysis and Root Cause Analysis: Building a customer experience funnel, identifying process issues and
operational problems from the user lifecycle, and analyzing deep-seated causes.
* End-to-End Data Pipeline Construction and Maintenance (ETL & Pipeline): Using Presto/Hive SQL to process large-scale data,
responsible for designing and maintaining Airflow DAGs, developing and optimizing Data Marts, monitoring data pipeline health,
and ensuring data quality.
* Process Automation and Tool Development (Automation & Tooling): Using Python to develop automation scripts, integrating Slack,
GitHub, Zendesk, Tableau, Presto, Confluence, and various internal APIs, and using/introducing LangChain, MCP Server to achieve
automated updates and releases for various research, report generation, Quality Assurance, etc., reducing manual intervention
and improving team efficiency.
Basic Qualifications
* 3+ years of data analysis or data engineering experience, with the ability to handle complex SQL queries (Recursive CTE, Window
Functions, JSON parsing).
* Possess business analysis sensitivity, capable of transforming vague business problems (e.g., "Why are customer complaints
increasing?") into concrete data analysis projects.
* Familiar with Tableau Server, Power BI, or related report creation and operation.
Preferred Qualifications
* Familiar with customer service and ticketing system operational data structures: experience in data analysis for similar
systems such as customer service, e-commerce, and logistics.
* Possess e-commerce or supply chain domain knowledge: understanding of e-commerce business models and logistics inventory logic.
* Possess practical Python development skills, capable of writing automation scripts, handling API integration, or performing
data transformation.
* Familiar with Airflow or similar workflow scheduling tools, with practical experience in writing and maintaining DAGs.
* Familiar with version control tools (GitHub/Git), accustomed to Pull Request (PR) review and collaboration processes.
* AI/LLM application experience: experience using LangChain or internal AI tools to build auxiliary analysis agents or automated
processes.
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.
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/privacy-policy/
