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Dynamic CS QA & Performance Management Leader – Senior Manager

Customer Service · Taipei, Taiwan

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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   The CS Quality Assurance & Performance Management team is responsible for establishing and driving quality standards across Customer Service operations. The team develops scalable quality frameworks, performance measurement methodologies, and operational governance processes that enable consistent customer experiences while supporting business growth. As a Senior Manager of CS QA & Performance Management, you will act as a hands-on strategic leader, deeply integrating quality governance with operational planning to optimize workforce efficiency and champion Coupang's Customer Obsession culture.    What You Will Do  <ul> <li data-path-to-node="7">Define and execute CS QA strategies and governance frameworks across Customer Service operations. </li> <li data-path-to-node="7">Establish comprehensive evaluation methodologies and auditing mechanisms.</li> <li data-path-to-node="7">Monitor quality performance continuously and drive customer experience improvements.</li> <li data-path-to-node="7">Lead root cause analysis (RCA) and corrective action initiatives to address operational gaps.</li> <li data-path-to-node="7">Deep-dive into front-line workflows to lead workforce planning, capacity forecasting, and resource allocation.</li> <li data-path-to-node="7">Develop performance management frameworks and data-driven reporting systems.</li> <li data-path-to-node="7">Monitor operational metrics and optimize overall efficiency across service channels.</li> <li data-path-to-node="7">Assess business impact and execute effective resource deployment strategies.</li> <li data-path-to-node="7">Partner closely with Product, Program, Operations, and Training teams to drive organizational alignment.</li> <li data-path-to-node="7">Support new program launches and ensure complete operational readiness.</li> <li data-path-to-node="7">Drive cross-functional alignment and strategic decisions with key stakeholders.</li> <li data-path-to-node="7">Lead, coach, and develop managers and quality specialists to build organizational capability and succession planning.   </li> </ul>    Basic Qualifications   <ul> <li data-path-to-node="9">Bachelor's degree or higher </li> <li data-path-to-node="9">10+ years of professional experience in CS, QA, Operations, or Workforce Management</li> <li data-path-to-node="9">5+ years of experience managing managers and large operational teams</li> <li data-path-to-node="9">Strong analytical capability and proven stakeholder management skills</li> <li data-path-to-node="9">Demonstrated ability to work hands-on with front-line processes and operational data</li> <li data-path-to-node="9">Verbal and written English communication skills for global stakeholder collaboration </li> </ul>    Preferred Qualifications  <ul> <li data-leveltext="" data-font="Symbol" data-listid="27" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Proven experience in QA governance, operational excellence, and capacity management within large-scale operations</li> <li data-leveltext="" data-font="Symbol" data-listid="27" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Experience supporting or implementing AI-enabled customer service solutions</li> <li data-leveltext="" data-font="Symbol" data-listid="27" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Advanced data analysis and business intelligence skills using analytics tools</li> </ul>   Recruitment Process and Others     Recruitment Process   <ul> <li>Application Review - Job Fit Interview - Focus Interview – Offer</li> <li data-leveltext="" data-font="Symbol" data-listid="29" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.</li> <li data-leveltext="" data-font="Symbol" data-listid="29" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage. </li> </ul>   Details to Consider  <ul> <li data-leveltext="" data-font="Symbol" data-listid="30" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">This job posting may be closed prior to the stated end date for application if all openings are filled.</li> <li data-leveltext="" data-font="Symbol" data-listid="30" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">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.</li> <li data-leveltext="" data-font="Symbol" data-listid="30" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws. </li> </ul>   Privacy Notice  <ul> <li data-leveltext="" data-font="Symbol" data-listid="31" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below: <a href="https://www.coupang.jobs/privacy-policy/">https://www.coupang.jobs/privacy-policy/</a> </li> </ul>