Sr. Manager, Quality Assurance

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. Andon Policy Manager

The Andon Policy Manager at Coupang manages and operates the Andon policies/processes that arise during the customer's purchase and usage process. The Andon process involves identifying, reporting, and addressing issues related to products that are returned or complained about by customers. To provide a product experience that impresses customers, they plan and implement new Andon quality policies/processes and manage their development and stabilization through communication with various related departments.

 What will you do?

• System Setup and Data-Driven Improvement: Establish and enhance processes related to Andon product policies, utilizing product quality data and VOC (Voice of Customer) analysis to identify and propose fundamental policy improvements.
• Cross-Functional Collaboration: Collaborate with cross-functional teams to analyze and understand product quality trends, enabling the planning and management of proactive policies.
• Continuous Process Optimization: Regularly review existing policies to ensure ongoing and timely process optimization.
• Presentation Facilitation: Establish policy/process presentation material and facilitate learning sessions for key stakeholders.
• Establishment of food and non-food Andon policies.
• Consultation with affected stakeholders when proposing policy changes (Andon Operations, FC, Compliance, Business, etc.)
• When confirming a policy change, explain and train the process to the stakeholder (System Team, Training Team, Ops Audit (PCM) Team, etc.)
• Impact monitoring after policy launch.
• When a new employee joins the company, onboarding training for the whole of ANDON.
• Answer inquiries about the Andon process.
• Review and respond to requests for improvements to the Andon Process from stakeholders.

Essential Qualifications:

• 8+ years of experience in establishing and optimizing customer and quality-related policies and processes.
• Fluent in English at professional level
• High proficiency in data analysis and work tools (Power BI, Excel, SQL, etc.).
• Think Systematically: Ability to define fundamental problems through data analysis and monitoring and identify items that impact Andon and the overall business from a macro perspective to build policies/processes.
• Dive Deep: Ability to make correct decisions by closely predicting the results and impacts of policies by synthesizing various interests, indicators, and needs of related departments.
• Wow the Customer: Experience in proactively participating in or leading initiatives to improve customer experience.
• Stakeholder Management: Ability to communicate effectively with key stakeholders to ensure project goals are met within the expected timeline.
• Presentation Skill: Ability to create material and facilitate policy/process training to key stakeholders.

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.