Senior Manager, Customer Service

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?"

Position: Senior Manager, Customer Service (Andon Operation)

What will you do?

The Andon Senior Operations Manager provides strategic leadership for the entire Andon organization, overseeing both the operational execution and the quality assurance functions.

The core mission of the team is to quickly identify product issues, prevent recurrence, and continuously optimize processes to ensure high-quality products are delivered to customers. When customers report negative experiences due to product defects or issues, our top priority is to immediately halt the sale of the affected product to prevent further impact on other customers until the issue has been resolved.

You will be responsible for the overall Andon operations, directly manage the Andon Operations Manager/team and Andon PCM (Quality Assurance) Manager/team to ensuring the team consistently delivers timely and effective resolutions for all escalated customer complaints.

This role is a critical link between policy and execution. You will partner closely with the Andon Policy Manager to provide essential operational insights, ensuring all new policies, processes, and improvement projects are both realistic and seamlessly integrated into our daily operations.

Key Responsibilities

• Operational Leadership: Provide senior-level management and mentorship to the Andon Operations Manager, guiding them to ensure the team meets all performance goals and maintains a high standard of efficiency.
• Strategic Partnership: Collaborate directly with the Andon Policy Manager to provide operational expertise and data-driven input, ensuring all new policies and processes are realistically designed and operationally viable.
• Project Oversight: Partner with the Project Manager to transform strategic initiatives into actionable operational plans. Ensure smooth implementation of new projects by coordinating resources and managing change within the operations team.
• Performance Management: Monitor and analyze high-level operational metrics to identify performance trends and drive continuous improvement within the Andon team.
• Cross-Functional Alignment: Serve as a senior point of contact for collaboration with other departments, representing the operational perspective to ensure all initiatives are aligned with the team's capacity and capabilities.

Essential Qualifications

• Experience: 5-7 years of experience in an operational leadership role, with a proven track record of managing managers or leading a large, multi-functional team.
• Strategic & Operational Mindset: The ability to balance strategic thinking with operational reality. You can translate high-level goals into concrete, executable plans.
• Collaboration & Influence: Exceptional communication and collaboration skills with a proven ability to partner with peers and senior stakeholders to drive consensus and achieve shared goals.
• Data-Driven: A strong analytical mindset with the ability to use operational data to identify opportunities, troubleshoot issues, and inform strategic decisions.
• Leadership & Coaching: Demonstrated success in coaching and developing managerial talent within a fast-paced environment.

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.