Sr. Program Manager (Operation management - TW CX Audit)

About the Role

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?” About the team Our team - TW CX Audit team is a core operational organization responsible for auditing and managing the quality and regulatory compliance of all product pages and advertising content on the e-commerce platform. Through standardized operating procedures (SOPs) and meticulous information review, we are dedicated to eliminating any erroneous information that could impact the shopping experience. In a rapidly growing environment, we leverage data analysis and process innovation to maximize operational efficiency, while working in close collaboration with diverse cross-functional teams to continuously raise listing quality standards, creating a safe, high-quality, and trusted online shopping environment for millions of Taiwanese consumers. As the Manager of this team, you will oversee end-to-end product page and ad content moderation operations and lead a large-scale operations team, devising and executing strategies to drive SOP compliance and review accuracy. We are seeking a business leader who can solve operational bottlenecks through data-driven insights and continuously drive process improvements through proactive collaboration with relevant stakeholder teams. Role OverviewAs a Senior Manager at Coupang, you will act as a pivotal leader bridging high-level corporate strategy with aggressive, data-driven execution. Known internally for a culture demanding extreme ownership and a "bias for action," you will lead high-impact initiatives to eliminate trade-offs for our customers and drive exponential business growth. You will be responsible for defining operational or product strategies, designing scalable processes, and leading a high-performing team in a fast-paced, ambiguous environment. To succeed, you must be a hands-on leader who dives deep into data, uncovers root causes, and obsessively works to achieve results. What You Will Do• Drive organization-wide strategies, roadmaps, and frameworks that support hyper-growth and long-term organizational agility.• Lead, mentor, and grow a team of managers and individual contributors, fostering an environment modeled on Coupang's Leadership Principles.• Own critical business KPIs and operational SLA metrics, building robust business cases and running complex data models.• Act as a "working manager"—willing to break down complex problems into clear, actionable steps and get your hands dirty alongside your team.• Partner with global product, operations, legal, and engineering stakeholders to navigate local operational dependencies and align cross-functional visions. Key Responsibility • Strategic Leadership: Develop and execute end-to-end strategies and scaling roadmaps for designated business units or product lines to drive continuous growth. • Team & People Management: Direct headcount planning, performance management, and career development to lead direct and indirect reports in achieving organizational goals. • Data-Driven Optimization & CX Improvement: Leverage advanced analytics and Root Cause Analysis (RCA) to eliminate systemic defects and continuously optimize customer experience (CX) and operational processes. • Cross-Functional Collaboration: Overcome time zones and departmental silos to influence and align goals with international teams, ensuring high-impact execution of overall company strategy. • Risk & Lifecycle Management: Proactively identify operational bottlenecks and potential risks while overseeing the full lifecycle of major project rollouts. • Change Management & Resilience: Establish and execute comprehensive change management frameworks to minimize operational disruption, foster agility, and sustain high performance amidst dynamic business shifts. 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. Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants. Privacy Notice Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice is located below. https://privacy.coupang.com/en/land/jobs/