Senior Program Management Specialist (CS Program Management)

Quality Assurance Specialist - Andon Operations Trainer

Coupang

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.

Sr. Program Management Specialist (Business Intelligence)

Coupang

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?”    Position: Sr.  Program Management Specialist (Business Intelligence) Role Overview: The Customer-Centric Planning team is looking for a senior Business Analyst that enables active and fast drives, providing customer Insights analysis, manage risks and opportunities for improving customer experience (CSAT), and ultimately supporting company-wide strategic decisions.    This role requires an individual with excellent attention to details, a knack for operational process planning, analytical capabilities, and strong business acumen. You must be comfortable operating in ambiguous environments and have ownership to identify and lead stakeholders to implement solutions to streamline and accelerate a wide range of business processes. An individual would succeed in this role when you’re a strategic thinker, yet capable of rolling up their sleeves and getting their hands dirty to ensure front-line execution excellence.  What You Will Do  A senior business analyst helps guide business in improving products, services, marketing programs through data analysis. This person will translate complex or ambiguous business problems into analysis requirements, implement analytical approach and drive actionable recommendations to significantly impact the business. Additionally, this person will contribute to analytics projects designed to help drive Coupang's growth, support specific initiatives from Growth Marketing and other business units, and help less senior business analysts with their development. * Design and maintain dashboard for key metrics monitoring; analyze customer data and develop strategic plans to provide service excellence  * Investigate and conduct in-depth analysis of data-driven "root causes" and propose solutions supported by data and facts and share impact.  * Drive improvement in operational performance and lead projects to further expand our business and enhance both our customers and partner teams experience.  * Develop strong ownership for customer data analysis and work with cross-functional teams on company-wide perspectives.  * Clearly communicates goals, roles, responsibilities, success metrics and desired outcomes to cross functional-project teams and program stakeholders  * Works independently, but also influences and manages project teams, sub-teams and subject matter experts to develop, test or implement new ideas or process improvements.  * Analyze customer data and develop strategic plans to provide service excellence   * Compile and analyze project data to identify trends and opportunities for future growth and improvement   * Ensures that multiple projects within program roadmap meet specified timelines to deliver results  Essential Qualifications   * 5+ years of experience in data or business analysis preferably in the e-commerce or marketplace industry  * Ability to leverage intermediate and higher data visualization tools (e.g. Power BI or Tableau)  * SQL building experience is a must * English speaking and writing skill are a must, Korean speaking is a strong plus  * Clearly communicates goals, roles, responsibilities, success metrics and desired outcomes to cross functional-project teams and program stakeholders  * Works independently, but also influences and manages project status with stakeholders, and test or implement new ideas or process improvements.  * When an issue arises, dive deep into the roots of the issue, propose solutions supported by data and facts and share impact.  Preferred Qualifications:    * Experience in the e-commerce industry in an operational capacity   * Experience working with cross-functional teams 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.

Customer Experience Improvement Senior Specialist (TW Customer Incident Management)

Coupang

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/