Director, Sales Operations & Program Management

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 Overview

This role in the Marketplace team is vital in achieving marketplace growth while delivering the best-in-class customer experience as well as seller experience. This role involves designing and implementing impactful processes and initiatives that span across various business and functional areas within Coupang. The sales operations Director will also lead the business planning, goal setting, measurement, tracking and reporting of marketplace business. The role will own rollout and adoption of key initiatives that are critical to seller acquisition and seller success on Coupang. By continually improving both supplier and internal processes, this role aims to identify gaps and drive strategic recommendations that align with Coupang’s corporate goals and objectives.

What You Will Do

Business Planning & Goal setting:

• Own & drive the planning for entire marketplace business in collaboration with cross functional stakeholders to ensure the goals are aligned

• Ensure there are right metrics and frameworks to measure the goals effectively

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 seller feedback, customer feedback, market trends, and A/B testing to refine program initiatives and meet evolving business needs.

• Drive right processes and business reviews to monitor the objectives on a daily/weekly/monthly basis depending on the audience

Marketplace growth, new initiatives and their GTM:

• Demonstrate the ability to dive deep into understanding Coupang’s products, competitive landscape, seller expectations, and customer expectations to identify areas for marketplace growth.

• Innovate and drive seller focused initiatives keeping Coupang customers in mind.

• Ensure a high quality GTM of any new initiatives to all relevant stakeholders and own new initiatives till they reach right levels of adoption

Operational Diagnosis and Process Improvement:

• Dive deep into operational processes to diagnose gaps, 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.

Training & Capability Building:

• Enable the sales teams with the right mechanisms and tools to improve conversion metrics across seller acquisition funnels

• Train the sales teams and improve AM pitch and enable them to have a high-quality outcome oriented interactions with the sellers

Sales performance & incentives

• Ensure fair and unbiased lead and account assignment logics to the sales team

• Drive goal setting at an AM level

• Monitor and track sales performance across metrics for seller acquisition and account management teams

• Create and drive efficient incentive structures for the sales team which help marketplace in meeting and exceeding goals.

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.

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.

Qualifications

• 10+ years of experience in program management, operations, or retail, with a strong focus on account management, sales 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, startup or e-commerce environment preferred

• Fluence Mandarin and English communication skills

  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.

Privacy Notice​

• Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below: https://www.coupang.jobs/privacy-policy/​