Coupang is hiring a

Director, End User Services IT (Fulfillment Operations Technology)

About Coupang

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 multibillion-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 at 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.

 

Job Overview 

The candidate should have a total of 15 years of leadership experience, including 8 to 10 years of managing Fulfillment and Logistics IT Operations, and delivering to senior fulfillment operation leaders and stakeholders at a large scale across 100+ fulfillment and logistics centers. The candidate should be a strong people manager, with experience managing an organization of over 50 employees, including L5 and L6 people managers, technicians, and contractors. They should also be a technology leader capable of proposing technology solutions for the improvement of IT across fulfillment centers and logistics centers. The role of the Fulfillment Operation Technology, IT Director, is to ensure stakeholder management, both upward and downward, to understand expectations and deliver optimal performance of the FOT team. They are responsible for endpoint IT hardware, end-user services, the introduction of new technology, and innovative solutions for Coupang’s Fulfillment Centers and Logistic Centers operations, in alignment with the business objectives of the organization. The End User Services IT Director will provide technical expertise and leadership to end-user services IT staff on the operations and maintenance of endpoint IT hardware, networks, client technologies, business applications, and collaboration technologies, including business needs analysis, problem-solving, and project management for new business and IT initiatives.

The Director FC IT Operations (Fulfillment Operation Technology- FOT) will closely work with other IT functional leaders and peers in Corp IT Org. Based out of the critical FC/FC customer, they will identify, recommend, develop, implement, and support cost-effective technology solutions and an optimal operating model in line with the organization’s strategic vision.

You will be responsible for developing and implementing the strategy, processes, and structural changes that will enable us to provide world-class IT services to our end users in Coupang’s Fulfillment Centers and Logistic Centers operations in Korea. You will collaborate with other functional IT leaders (Cloud, Network, Server, Application) and regional IT managers in other countries to ensure alignment and consistency of end-user services delivery across all Fulfillment Centers and Logistics Centers nationwide in Korea and globally. You will leverage your strong technical background (MCSE, CCNA, CISA/Six Sigma/Lean, ITIL expertise), as well as your exceptional leadership, communication, customer service, and problem-solving skills, to drive IT service excellence and innovation, inspiring and empowering your team to deliver outstanding results for our clients. You will oversee and coordinate the work of all the end-user services sub-team managers and members, measure and report on service performance and quality, manage the budget and resources, handle vendor management, and communicate effectively with stakeholders and customers. You will be accountable for the overall success of IT service delivery to our end users in your responsible area.

Experience in InfoSecurity, Network/Systems, Project Management, Cloud Service Management/Migrations, and Corporate IT Support will be an added advantage.

Key Responsibilities

Responsibilities will include, but not be limited to, the following:

  • Introduction of innovated frugal IT solutions across Fulfillment and logistics buildings (Network of facilities).
  • Collaborate with business stakeholders (FC/Logistics Leaders) identify long term permanent solutions of problems by collaborating with other functional IT leaders to develop overall IT strategy in the context of the e-commerce business.
  • Ensuring the smooth running of the IT operations for Coupang’s Fulfillment Centers and Logistic Centers, including end user support, IT systems, domain services, communications, and connectivity.
  • Experience people manager, a seasoned stakeholder manager capable of managing low performers, high performers and business initiatives under diverse circumstances.
  • Monitoring upgrades and security backups of hardware and software systems.
  • Managing crisis situations, which may involve complex technical hardware or software problems.
  • Providing guidance and support to the end user services IT staff as they perform troubleshooting and maintenance tasks on PCs, PDAs, Scanners, Industrial Printers and other devices.
  • Network configuration assistance and implementing Hardware/software upgrades and improvements.
  • Ability to troubleshoot and resolve collaboration technology issues related to Zoom, MS Teams and video conference equipment quickly and effectively.
  • Planning and executing technology projects and system implementations for Coupang’s Fulfillment Centers and Logistic Centers in an organized and effective manner. Establishing project scopes, goals, timelines, resources, and deliverables that support business goals and tracking projects progress.
  • Assisting the end user services IT staff in planning and managing new Fulfillment Centers & Logistics Centers builds and moves.
  • Promoting a culture of continuous improvement, learning and innovation within the IT service department.
  • Managing and developing the end user services IT teams, including hiring, training, coaching and performance evaluation.
  • Planning and developing IT budgets for Coupang’s Fulfillment Centers and Logistic Centers, obtaining competitive prices from suppliers, to ensure cost effectiveness.
  • Working with all relevant functional IT leaders on maintaining up-to-date documentation of IT infrastructure and equipment supported by the end user services IT teams.
  • Standardizing information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.
  • Developing, and implementing new IT procedures in the field and reviewing and enhancing existing procedures.
  • Manage the installation, upgrades and configuration of Fulfillment Center's & Logistics Center’s IT equipment hardware and software.
  • Overseeing and determining timeframes for major IT projects including system updates, upgrades, migration and outages.
  • Developing and implementing IT policy and best practice guides for the end user services IT teams and conducting regular system audits.
  • Running and sharing regular operation reports with senior staff.

 

Qualifications

  • Demonstrated ability to manage IT systems and staff remotely through appropriate technology.
  • Demonstrated ability to plan and execute technology projects and system implementations effectively.
  • Management skills with demonstrated experience in managing multiple projects simultaneously.
  • Bachelor's degree (minimum) in a technical field (B.Tech/BE) and/or MBA.
  • 15+ years’ experience in a successful leadership role within a large-scale enterprise
  • Demonstrated leadership experience building cross-organizational consensus with exposure to technology providers and/or business clients.
  • Ability to prioritize competing responsibilities in a matrixed environment.
  • Proven problem solving and negotiation skills in multi-party situations.
  • Exceptional communication skills, executive presentation skills, relationship building skills and the ability to influence at all levels of the organization.
  • Experience in e-Commerce industry or IT leadership support for warehouse management is preferred.
  • Certifications- MCSE, CCNA, ITIL, PMP and relevant certifications.

 

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