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 Overview
As 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.
Qualifications
• 7+ years of professional experience in e-commerce marketplace, manufacturing, data analytics, AI/IT operations, or customer service background.
• Fluent in English and Traditional Mandarin (both written and verbal).
• Highly analytical, detail-oriented, with strong business acumen and the ability to thrive in a fast-paced, growing environment.
• Strong ability to gather, analyze, and organize large datasets to generate actionable insights, define audit scopes/defect criteria, and establish efficient operational guidelines and governance frameworks.
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.
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