Taipei•Posted: Jul 2•Deadline: Aug 17
IP Operations Shift Manager
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 IP Operations Team serves as a strategic firewall dedicated to preserving brand integrity and marketplace trust. We execute a
dual-layered approach of proactive defense and forensic verification, including IP Monitoring to remove counterfeits and Seller
Gating to vet distribution channels. Our team also manages high-stakes Appeals and IPR enforcement, conducting forensic audits of
supply chain documentation to resolve disputes and mitigate legal risks.
As an IPO Shift Manager, you will be responsible for the daily execution of our Intellectual Property protection mission.
Reporting to the IPO Manager, you will lead a team of agents in a fast-paced, shift-based environment. Your goal is to ensure that
every ticket—whether it is a counterfeit detection, seller gating review, or IPR report—is handled with precision, speed, and in
full compliance with Coupang’s standards. You are a coach, a people manager, and an operational expert.
What will you do?
* People & Performance Management: Lead, mentor, and manage the daily performance of a team of agents. Conduct regular
1-on-1s, identify performance gaps, and provide real-time coaching to improve accuracy and productivity.
* Shift & Resource Governance: Manage shift schedules to ensure 24/7 operational coverage, including holiday planning and
emergency backup coordination. Monitor real-time ticket queues to balance workload effectively across the team.
* Quality & SLA Oversight: Ensure the team consistently meets or exceeds Service Level Agreements (SLA). Conduct primary spot
checks on high-risk cases (Seller Gating and Appeals) to ensure agents are following forensic protocols.
* Escalation Handling: Act as the first point of escalation for complex cases. Support agents in making "tough
calls" regarding inventory deactivation or seller rejections.
* Process Feedback Loop: Identify recurring operational bottlenecks and provide feedback to the L5 Manager and Policy teams to
refine Standard Operating Procedures (SOPs).
Essential Qualifications
* Experience: Minimum 2–3 years of experience in people management or team leadership within a contact center, shared service, or
high-volume operations environment.
* Industry Knowledge: Basic understanding of Intellectual Property Rights (IPR), e-commerce compliance, or risk management.
* Leadership: Proven ability to motivate a team and manage performance through data-driven coaching.
* Communication: Ability to translate complex instructions into clear, actionable tasks for agents.
* Analytical Skills: Proficiency in using Office Automation (OA) tools and Excel to track team metrics and generate shift
reports.
* Resilience: Comfortable working in a high-pressure, fast-paced environment with the flexibility to support rotating shifts
if required.
Extra Qualifications (Preferred)
* Forensic Mindset: Experience in document verification, fraud detection, or anti-money laundering (AML) is a strong plus.
* Technical Savvy: Familiarity with SQL or data visualization tools (PowerBI/Tableau) to assist in identifying team performance
trends.
* Continuous Improvement: Experience with Six Sigma, Lean, or other process improvement methodologies.
* Language: English or Korean speaking ability is a strong plus for cross-regional collaboration.
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.
Things 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.
Taipei•Posted: Jul 2•Deadline: Aug 17
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?”
Team Introduction
The Andon Operations team is the frontline of quality defense at Coupang, empowered to halt sales of defective products to protect
the customer experience. The Andon Operations Trainer is the "Knowledge Architect" of this mission. This role ensures that every
team member—from new hires to senior operators—possesses the sharp judgment, technical knowledge, and policy expertise required to
make high-stakes decisions in a fast-paced e-commerce environment.
What You Will Do
* New Hire Onboarding & Foundational Training: Design and execute comprehensive onboarding programs for new team members. Ensure
all recruits achieve full proficiency in Andon core processes, product quality standards, and company policy frameworks before
entering live operations.
* Curriculum Design & Material Development: Independently develop structured training curricula, including SOP manuals, case
studies, multimedia learning tools, and visual aids. Create robust assessment tools (quizzes, simulations) to objectively
evaluate trainee performance.
* Policy Alignment & Up-training: Act as the bridge between strategy and execution. Closely monitor updates from the Policy and
Management teams to ensure training materials are 100% aligned with the latest process changes. Conduct rapid "Up-training"
sessions for the entire team when policies shift.
* Performance Tracking & Observation Reporting: Maintain detailed performance logs and observation reports for all trainees. Use
qualitative feedback and quantitative data to identify learning curves and provide actionable insights to Operations Managers
regarding agent readiness.
* Gap Identification & Continuous Improvement: Proactively audit team performance to identify recurring errors or knowledge gaps.
Develop targeted intervention strategies and refresher training to optimize the quality and speed of Andon investigations.
Basic Qualifications:
* 3+ years of Experience: Experience as a trainer working for CS, E-commerce, BPO or tech company.
* Instructional Design Mastery: Proven ability to translate complex logic and technical policies into easy-to-understand training
modules and assessment frameworks.
* Analytical Thinking: Ability to identify fundamental performance issues through data monitoring and observation, transforming
those insights into effective training solutions.
* High-Impact Communication: Exceptional presentation and facilitation skills. Must be able to command a classroom (virtual or
physical) and motivate diverse team members.
* Adaptability: Ability to thrive in a high-pressure, rapidly changing environment where policies may update weekly.
Preferred Qualifications
* Language Proficiency: Fluency in English or Korean (written and verbal) is highly preferred to facilitate communication with
global stakeholders and interpret regional policy nuances.
* Remote/Hybrid Expertise: Experience managing training and engagement within a remote or hybrid team setting.
Remuneration
* Monthly salary of more than NT$ 40,000 (fixed or variable salary varies depending on personal qualifications or performance)
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/
Equal Opportunities for All
* Coupang is an equal opportunity employer. Our unprecedented success could not be possible without the valuable inputs of our
globally diverse team.
Taipei•Posted: Jul 2•Deadline: Aug 17
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
We are looking for a CS Ticket Management Specialist to lead our service quality assurance efforts. Beyond standard monitoring,
this role is responsible for architecting service efficiency through high-level ticket auditing and strategic oversight. You will
drive operational excellence by diagnosing systemic bottlenecks, optimizing cross-functional workflows, and ensuring our
front-line teams are empowered with sophisticated resources and professional mastery. The ideal candidate is an analytical
problem-solver committed to elevating the standard of customer service excellence.
What You Will Do
1. Performance Governance & SLA Stewardship: Establish and oversee rigorous performance governance frameworks, conducting
deep-dive audits to ensure consistent adherence to high-stakes Service Level Agreements (SLAs) and operational benchmarks.
2. Quality Assurance & Brand Integrity: Uphold brand integrity by validating the precision and professional caliber of service
interactions, ensuring all front-line outputs reflect the company's excellence and technical authority.
3. Process Engineering & Operational Scalability: Leverage data analytics to diagnose systemic bottlenecks and engineer scalable
workflows that maximize internal efficiency and accelerate seamless service delivery.
4. Knowledge Architecture & Skill Empowerment: Strategically optimize the internal knowledge base and provide actionable insights
to ensure front-line teams are equipped with precise information and the expertise to resolve complex inquiries independently.
5. Risk Mitigation & Compliance Leadership: Mitigate organizational risk by leading the audit of high-sensitivity cases, enforcing
strict compliance with internal policies while fostering a culture of accountability and service excellence.
Basic Qualifications
* Relevant Customer Service Experience: 2-3 years of experience in Customer Service or Support operations.
* A deep understanding of front-line service dynamics and customer pain points is essential.
* This role requires flexibility to work rotating shifts, including weekends (five days per week). Morning shift: 7:00 AM – 4:00
PM / Afternoon/Evening shift: 1:00 PM – 10:00 PM
Preferred Qualifications
* Experience in Quality Assurance (QA)
*
Highly adaptive to fast-paced environments, with a proven ability to independently acquire new knowledge and skills.
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/
