Senior CS Program Manager (TW CS Program Management)

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?”

The Customer Service Program Team is looking for an autonomous Senior CS Program Manager to serve as a critical gatekeeper and master process architect for frontline operations. Operating with minimal oversight, you will take full ownership of designing end-to-end operational systems, leading project timeline management, and converting complex business goals into scalable workflows. You possess an exceptional ability to analyze complex data and rapidly translate insights into high-impact operational actions. When unexpected system outages or cross-functional crises arise, you will provide decisive leadership and engineer resilient, risk-mitigated workaround solutions. Ultimately, your mission is to optimize CS internal service workflows for maximum efficiency, preserve an exceptional customer experience, and ensure every launch is delivered on time with a flawless operational framework. 

What You Will Do
- Architect Scalable Workflows: Design and own the multi-quarter process architecture roadmap for CS frontline operations, transforming complex, fragmented workflows into scalable, standardized enterprise frameworks. 
- High-Velocity Data-to-Action: Build proactive analytics mechanisms to monitor operational health. Rapidly synthesize raw metrics, agent friction points, and customer feedback into immediate, actionable countermeasures. 
- Fail-Safe Workarounds: Autonomously design, test, and deploy instant workaround solutions in a short period of time, ensuring frontline operations maintain continuity without sacrificing customer experience. 
- Cross Functional Stakeholder Alignment: Outstanding communication and storytelling skills, capable of influencing cross-functional leadership and driving organizational change. 

Essential Qualifications 
- Require 8 years working experience
- Proven experience in establishing and optimizing large-scale operational processes.
- Strong ability to define and use performance metrics to identify areas for improvement and measure optimization success.
- Ability to thrive in a dynamic, fast-paced environment and manage multiple priorities effectively.

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.