Senior Manager, Customer Service Operations

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  

Lead customer service operations through customer-centric strategy, operational optimization, and scalable improvement initiatives.This role requires strong planning capability, project leadership, and the ability to drive cross-functional operational improvements based on customer insights and business priorities. Leaders are expected to move beyond daily operations and build long-term operational frameworks that improve customer experience and organizational effectiveness.

What You Will Do 

• Lead and develop CS Managers
• Analyze operational performance, customer behavior, and service trends
• Drive customer-centric operational improvement initiatives
• Lead new operational projects and process optimization programs
• Partner with cross-functional teams to improve customer experience at scale
• Establish operational priorities, standards, and long-term improvement strategies
• Identify structural operational risks and scalability gaps
• Improve escalation management frameworks and service quality models
• Support organizational growth, workforce planning, and leadership development
• Drive continuous improvement culture across the organization

Basic Qualifications  

• Bachelor's degree or higher 
• 10+ years of professional experience in CS, QA, Operations, or Workforce Management
• Think strategically beyond daily operational execution
• Build scalable operational processes and improvement frameworks
• Lead new projects from planning to execution
• Use data and customer insights to influence operational direction
• Balance customer experience, operational efficiency, and business impact
• Influence stakeholders across functions and leadership levels
• Develop strong leadership pipelines within the organization
• Operate with high ownership in ambiguous and fast-changing environments
• Intermediate or above English proficiency

Preferred Qualifications 

• Experience leading customer service operations or large-scale support organizations
• Strong operational analysis and project management capability
• Experience managing managers and cross-functional initiatives
• Ability to drive customer-centric improvements using operational data and insights

Recruitment Process and Others  

Recruitment Process  

• Application Review - Job Fit Interview - Focus 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/​