Manager, Quality Assurance

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 Overv

iewWe are actively recruiting an Operations Manager to lead the Andon Operations Team, a team focusing on handling escalated customer complaints, particularly those involving defective or problematic products, with the goal of continuously improving the customer experien

ce.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 resolv

ed.The Andon Operations Manager is responsible for reviewing Coupang's customer experience management and Andon team process optimization, investigating the root causes of product quality issues, and driving timely improvemen

**ts.

Key Responsibilit**

ies:Supervise and support a team of Andon team specialists to ensure timely and effective case resolut

ion.Monitor team performance and provide regular feedback, coaching, and train

ing.Analyze performance metrics and implement strategies for continuous improvem

ent.Collaborate with other departments to streamline processes and enhance the customer experie

nce.Prepare and present performance reports to senior managem

**ent.

Qualificat**

ions:Minimum 3 years of experience managing a customer service team, preferably in an online or digital environ

ment.Proficiency in English, both written and verbal, is essen

tial.Strong leadership and interpersonal skills with the ability to motivate and develop team mem

bers.Excellent problem-solving skills and the ability to remain calm under pres

sure.Strong organizational and time management sk

ills.Preferred Qualificat

ions:Experience working in a remote or hybrid team environ

ment.Familiarity with KPIs such as AHT, SLA, QA and other productivity or quality met

rics.Experience with customer service tools and platforms (e.g., Zendesk, WMS Salesfo

**rce).

Recruitment Process and**

OthersRecruitment P

• rocessApplication Review - Phone Interview - Onsite (or Virtual Onsite) Interview –
• OfferThe exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumst
• ances.Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application

**stage.

Details to C**

• onsiderThis 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 p
• rocess.Those eligible for employment protection (recipients of veteran's benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicabl

**e laws.

Privac**

• y NoticeYour personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below:

-policy/