Senior Manager, Trust and Safety Compliance

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 Trust and Safety team at Coupang is responsible for curbing fraud and abuse and thereby improving customer and sellers trust on the platform, while ensuring that genuine customers/ sellers get the best of experiences. Trust and Safety team develops policies and standards, provides appropriate guidance, and helps to implement and monitor controls to identify and mitigate risks across the platform. The team partners with business and operations to design products, services and controls which reduce fraud and risk vulnerabilities, and govern the process by measuring, monitoring, and reporting fraud risks.

What You Will Do 

• Strategy Development: Develop and execute the overall Trust and Safety strategy aligned with the company's compliance vision to mitigate risk, address abuse, and foster a safe and supportive space for our customers. Stay up-to-date with industry trends and emerging threats to proactively identify potential risks. 
• Policy Development: Establish and update policies, guidelines, and standards related to trust and safety to improve overall risk and compliance outcomes. Ensure compliance with relevant laws, regulations, and industry standards. 
• Detection and Prevention: Implement robust systems and protocols to detect and prevent fraudulent activities by sellers/suppliers including counterfeits, IP infringement across the platform. Utilize data-driven insights and analytics to improve detection methods continually. 
• Collaboration: Collaborate with product, engineering, legal, and customer support teams to integrate trust and safety measures into the platform's design and functionalities. 
• Incident Response and Investigation: Oversee the investigation of reported incidents, coordinate with relevant teams, and take appropriate actions to resolve issues promptly while maintaining transparency with affected parties. 
• Compliance and Reporting: Monitor and report on trust and safety metrics, compliance, and performance indicators. Provide regular updates to the executive team and stakeholders. 
• Continuous Improvement: Drive a culture of continuous improvement, innovation, and excellence within the Trust and Safety team with key focus on automation and systems development for identification of trust and safety issues.

Preferred Qualifications 

• Bachelor's degree in a relevant field; advanced degree preferred. 
• At least 10 years of experience in Trust and Safety, Risk Management, Fraud Controls or related fields. 
• Proven track record of successfully managing trust and safety operations in a high-volume eCommerce environment. 
• Strong knowledge of industry best practices, compliance requirements, and global regulations related to user safety, privacy, and fraud prevention. 
• Excellent leadership and team management skills 
• Data-driven decision-making skills and the ability to analyze complex data sets to identify patterns and trends. 
• Exceptional communication and interpersonal skills to effectively collaborate with internal and external stakeholders. 
• Demonstrated experience in crisis management and incident response. 
• Proactive and adaptable, with a strong ability to thrive in a fast-paced and rapidly changing eCommerce environment.

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/​