Manager, Quality Assurance (Andon Operations Manager)

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

We 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 experience.

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.

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 improvements.

Key Responsibilities:

Supervise and support a team of Andon team specialists to ensure timely and effective case resolution.

Monitor team performance and provide regular feedback, coaching, and training.

Analyze performance metrics and implement strategies for continuous improvement.

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

Prepare and present performance reports to senior management.

Qualifications:

Minimum 3 years of experience managing a customer service team, preferably in an online or digital environment.

Proficiency in English, both written and verbal, is essential.

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

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

Strong organizational and time management skills.

Preferred Qualifications:

Experience working in a remote or hybrid team environment.

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

Experience with customer service tools and platforms (e.g., Zendesk, WMS Salesforce).

Recruitment Process and Others

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.

Details 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.

• Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.

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/