Company Introduction
We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did we ever live without Coupang?” Born out of an obsession to make shopping, eating, and living easier than ever, we’re collectively disrupting the multi-billion-dollar e-commerce industry from the ground up. We are one of the fastest-growing e-commerce companies that established an unparalleled reputation for being a dominant and reliable force in South Korean commerce.
We are proud to have the best of both worlds — a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been since our inception. We are all entrepreneurial surrounded by opportunities to drive new initiatives and innovations. At our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact. At Coupang, you will see yourself, your colleagues, your team, and the company grow every day.
Our mission to build the future of commerce is real. We push the boundaries of what’s possible to solve problems and break traditional tradeoffs. Join Coupang now to create an epic experience in this always-on, high-tech, and hyper-connected world.
Team Description
‘Global Merchandising & New Initiatives’ team at Coupang’s Global eCom organization focuses on driving new initiatives , biz/operation optimization, marketing and selection for Coupang’s our customers’ strong shopping experience around global selection. We are seeking a dynamic and motivated Sr. Program Management Specialist. This person must be entrepreneurial by nature with responsibility for contributing to a positive customer experience on Coupang’s global marketing as a part of a fun, diverse, and global-experienced team. The individual will also work across a matrix organization internally with cross-functional teams and external network. The primary goal of this role is to help Coupang’s global team improve its global service that our customers want and drive increased loyalty.
Job Description
- Review end-to-end customer journey thoroughly and defines any front-end customer experiences on global selection
- Analyze As-Is global business performance and defines success metrics & strategy for business optimization and continuous improvement on standard operating procedure.
- Act as a strategic thought partner to team members across various locations/positions, offering insights and guidance tailored to the unique challenges and opportunities of cross-border activities and liaison with external network to address company-wide global solution for the growth of global selection
- Build global roadmap planning and maintains project priorities within Global eCommerce.
- Lead project team to make business success against success metrics targets.
Essential Qualifications
- +5 years of working experience in e-commerce or IT industry
- Passionate about identifying and resolving issues that customer face on the platform
- Proven track record of working on projects aimed at improving customer shopping experience
- Develop project plans, track project progress and ensure projects reach expected goal
- Deep-dive ability to identify root causes and a data-driven mindset for overall problem solving
- Excellent communication and collaboration skills to work effectively with cross-functional teams
- SOP/Policy setup or new business building experience on eCommerce or Retail industry
- Ability to speak and write in English & Korean in a proficient and concise way.
Preferred Qualifications
- Experience with CX enhancement projects is highly preferred.
- Ability to prioritize work in a complex, fast-paced environment with many asks and multiple stakeholders
- Able to balance strategy with strong operational skills - able to understand, deconstruct, streamline and optimize complex, large-scale business processes
- Is able to conceive new ideas and experimentations for consideration. Understands the difference between 1-way and 2-way doors
- Sound business judgment and proven ability to effectively communicate and influence others, including executive level reviews
Recruitment Process and Others
Recruitment Process
- Application Review - Phone Interview - Virtual 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.
Things 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 located below.
EN: https://www.coupang.jobs/en/privacy-policy/
KR: https://www.coupang.jobs/kr/privacy-policy/
Document Return Policy
- This notification is given pursuant to Article 11 (6) of the Fair Hiring Procedure Act.
- A job applicant, who has applied but not been finally selected for a position at Coupang (the “ Company ”), may request the Company to return his/her hiring documents submitted pursuant to the Fair Hiring Procedure Act. However, this will not apply where the hiring documents were submitted via the website of the Company or e-mail, or where the job applicant submitted those documents voluntarily without a request from the Company. In addition, if the hiring documents were destroyed due to a natural disaster or any other reasons not attributable to the Company, such documents will be deemed to have been returned to the job applicant.
- A job applicant who wishes to request the return of his/her hiring documents pursuant to the main sentence of paragraph 2 above should fill out a “Request for Return of Hiring Documents” [Annex Form No. 3 in the Enforcement Rule of the Fair Hiring Procedure Act] and submit the request to the Company by email ([email protected]) In such case, within fourteen (14) days from the date of identifying the receipt of the request, the Company will send the hiring documents to the job applicant’s designated address via registered mail. Please be informed that the job applicant is required to pay the postage on the registered mail.
- In preparation for a job applicant’s request for the return of hiring documents pursuant to the main sentence of paragraph 2 above, the Company shall retain the original hiring documents submitted by the job applicant for 180 days from the completion of the recruiting process. If no request is made until the end of this period, all of his/her hiring documents will be destroyed immediately in accordance with the Personal Information Protection Act.
