Delivery Management Specialist

About Rocket Now

Rocket Now is a food delivery service with no delivery or service fees. Consumers can enjoy a wide variety of cuisines, from Japanese and Western food to healthy options, as well as desserts and drinks, quickly and affordably. The service is currently available mainly in Hokkaido, Tohoku (Sendai), Kanto (Tokyo, Kanagawa, Saitama, Chiba), Chubu (Aichi, Shizuoka), Kansai (Osaka, Kyoto, Hyogo), Hiroshima, and Kyushu (Fukuoka). Rocket Now won the Excellence Award in the Shopping Category at the Best App Awards 2025. Furthermore, it has achieved the No. 1 ranking in the Food Delivery App category for nine consecutive months on both the iOS and Android app stores (*1), and the app continues to grow, surpassing 5 million downloads in just 15 months since its launch (*2). *1 Based on integrated iOS and Android data from July 2025 to March 2026. *2 As of January 14, 2025, service release date (Source: Global Market Intelligence: Sensor Tower)

About CP One Japan

CP One Japan LLC is the Japanese subsidiary of Coupang, Inc. (NYSE: CPNG), a US-based company listed on the NYSE (New York Stock Exchange) and one of the Fortune 150 companies, known as a technology company. CP One Japan operates the "Rocket Now" brand food delivery service in Japan, leveraging Coupang's technological capabilities and innovative logistics solutions to provide fast, reliable, and customer-oriented food delivery services to Japanese consumers.

What You Will Do

• Monitor real-time performance dashboards (e.g. SLA, supply quality, on-time delivery, etc.).
• Take immediate corrective actions (e.g. trigger alerts, escalate issues) to maintain service standards.
• Collaborate with workforce management, customer support, delivery operations, or field teams to address bottlenecks.
• Analyze root causes of service disruptions and implement real-time quality improvement actions.
• Lead daily service quality briefings and provide insight to management on performance trends and anomalies.
• Develop and maintain SOPs for real-time quality interventions and escalations.
• Use real-time data to support decision-making and optimize staffing and capacity planning.
• Train and support front-line teams on best practices for maintaining service quality.
• Participate in continuous improvement initiatives and service recovery planning.

Basic Qualifications

• 1+ years experience in service operations, quality management, or real-time monitoring.
• Strong analytical skills and experience with dashboards, KPI tracking tools, and root cause analysis.
• Excellent communication and crisis management skills.
• Experience in high-volume environments (e.g. logistics, customer support, call centers).
• Familiarity with tools like Genesys, NICE, Salesforce, Tableau, or other real-time monitoring platforms
• Possibility of Weekend/Night shift work

Preferred Qualifications

• Bachelor’s degree in Business, Operations
• Lean Six Sigma or quality certification is a plus.
• Knowledge of industry-specific SLAs and service metrics.

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.  
• Job titles and responsibilities may be subject to change depending on the candidate’s overall experience, etc. This will be communicated to the candidate at the appropriate time before the offer.  
• Hiring may be restricted in case the legal qualifications required for hiring and work performance is not met.  
• This is a full-time regular position and includes 12 weeks of probation period; provided, however, the probationary period may be either skipped, shortened or extended if necessary for business purposes. 

Privacy Notice  

• Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below.  

https://privacy.coupang.com/en/land/jobs/