Sr. Manager, Program Management (TW Customer Incident Management)

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. Manager, Program Management (TW Customer Incident Management)

The Customer Incident Senior Manager (CIM) is responsible for resolving customer issues and complaints escalated as Red Flag incidents. This role requires a proactive approach to customer service, ensuring that incidents are addressed promptly and efficiently to maintain high customer satisfaction. The Customer Incident Senior Manager acts as the main point of contact for escalated customer issues, coordinating with various internal teams to ensure a swift resolution.

What You Will Do

• Incident Management: Proactively manage critical issues escalated from inquiries to the Customer Service team. Act as the main contact for CS team for escalated customer incidents. Log, track, and manage incidents for timely resolution. Design and implement programs to analyze root causes and prevent recurring issues.Support Coupang's business growth through successful program execution

• Coordination and Communication: Liaise between customers and internal teams (technical support, product management, operations). Provide regular status updates to customers. Collaborate with cross-functional teams to address company-wide impacts. Ensure stakeholder alignment and understanding of incident status and resolution steps.

• Problem Resolution: Analyze and diagnose customer issues to identify root causes. Develop and implement solutions to resolve incidents and prevent recurrence. Escalate complex issues to higher-level support or management as needed.

• Customer Satisfaction: Ensure high customer satisfaction through effective incident management. Gather and assess customer feedback post-resolution to identify improvement areas. Implement strategies to enhance the incident management process based on feedback

• Reporting and Analysis: Maintain detailed incident records, timeline, and actions taken. Generate and analyze reports on incident trends, resolution times, and customer satisfaction. Drive poka-yoke process to identify defects and areas of future improvement

Essential Qualifications

• Experience in working on internal/external civil complaints at an e-commerce company

• Have a high-level of understanding of laws and policies related to e-commerce services

• Expertise in process improvement, planning, and execution

• Capability to communicate smoothly with a customer-centered mindset

• Proactively and quickly adapts to changes with passion and willingness

• Excellent communication skills and problem-solving capabilities related to internal and external work

Preferred Qualifications

• 8 years of experience in customer service or incident management roles.

• Proficiency in English, both spoken and written.

• Strong problem-solving and analytical skills.

• Ability to manage multiple priorities and work under pressure.

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.