Senior Principal, Retail 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?"

Senior Principal, Retail Program Management

This role in the Retail Program Management team is vital in achieving best-in-class customer experience and operational excellence at Coupang. This role involves designing and implementing impactful processes and initiatives that span across various business and functional areas within Coupang. The Senior Principal will dive into new business areas, lead market and customer research, conduct ROI analysis, and gather requirements for process improvements. By continually improving both supplier and internal processes, this role aims to identify defects and drive strategic recommendations that align with Coupang's corporate goals and objectives.

What will you do:

Customer-Focused Innovation:

• Drive an exceptionally high level of customer focus, exploring new initiatives that enhance customer satisfaction and experience.
• Demonstrate the ability to dive deep into understanding Coupang's products, competitive landscape, and customer expectations to identify areas for growth.

Operational Diagnosis and Process Improvement:

• Dive deep into operational processes to diagnose defects, identify improvement opportunities, and develop recommendations for future-state processes.
• Lead process improvement efforts to streamline operations, increase efficiency, and validate improvement initiatives to ensure measurable impact.
• Utilize PM methodologies to optimize processes and support continuous improvement.

Project Leadership and Execution:

• Lead and guide project teams across various business lines, ensuring alignment on program goals and efficient execution.
• Oversee the planning, design, and delivery of strategic initiatives, monitoring project progress and reporting results to senior management.
• Establish and monitor success metrics, tracking project outcomes and adjusting approaches to ensure impactful results.

Data-Driven Decision Making and Performance Tracking:

• Leverage data to make informed decisions, track program performance, and identify areas for improvement.
• Develop robust reporting systems and dashboards to provide insights to stakeholders and drive accountability.
• Utilize customer feedback, market trends, and A/B testing to refine program initiatives and meet evolving business needs.

Cross-Functional Collaboration and Program Development:

• Partner with senior business leaders across Coupang to design and implement programs that drive operational and customer experience goals.
• Communicate findings effectively, ensuring actionable insights are followed through and fostering adoption through KPI-driven management.
• Guide and support cross-functional teams in planning, designing, and executing end-to-end programs and processes.

Essential Qualifications: 

• 15-20+ years of experience in program management, operations, or retail, with a strong focus on customer experience and process improvement.
• Demonstrated ability to lead complex, cross-functional projects and work effectively with senior stakeholders.
• Strong analytical skills and experience using data-driven insights to inform decision-making and track program success.
• Familiarity with program management tools and process improvement methodologies
• Excellent communication and interpersonal skills, with a track record of influencing and leading cross-functional teams.
• Experience in a fast-paced, high-growth retail or e-commerce environment preferred.

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. 
• Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants.