We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did I 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 commerce industry. We are one of the fastest-growing retail companies that established an unparalleled reputation for being a leading and reliable force in the commerce industry.
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. At Coupang, every day is filled with the excitement of building, 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 challenge traditional tradeoffs. Join Coupang now to create an epic impact in this always-on, high-tech, and hyper-connected world.
Position: Principal, Business Analysis
The Customer-Centric Planning team is looking for a senior Business Analyst that enables active and fast drives, providing customer Insights analysis, manage risks and opportunities for improving customer experience (CSAT), and ultimately supporting company-wide strategic decisions.
This role requires an individual with excellent attention to details, a knack for operational process planning, analytical capabilities, and strong business acumen. You must be comfortable operating in ambiguous environments and have ownership to identify and lead stakeholders to implement solutions to streamline and accelerate a wide range of business processes. An individual would succeed in this role when you’re a strategic thinker, yet capable of rolling up their sleeves and getting their hands dirty to ensure front-line execution excellence.
What You Will Do?
· Design and maintain dashboard for key metrics monitoring; analyze customer data and develop strategic plans to provide service excellence
· Investigate and conduct in-depth analysis of data-driven "root causes" and propose solutions supported by data and facts and share impact.
· Drive improvement in operational performance and lead projects to further expand our business and enhance both our customers and partner teams experience.
· Develop strong ownership for customer data analysis and work with cross-functional teams on company-wide perspectives.
· Clearly communicates goals, roles, responsibilities, success metrics and desired outcomes to cross functional-project teams and program stakeholders
· Works independently, but also influences and manages project teams, sub-teams and subject matter experts to develop, test or implement new ideas or process improvements.
· Analyze customer data and develop strategic plans to provide service excellence
· Compile and analyze project data to identify trends and opportunities for future growth and improvement
· Ensures that multiple projects within program roadmap meet specified timelines to deliver results
Qualifications:
· Minimum 6-8 years of experience in program/project/process management or business analysis preferably in the e-commerce or marketplace industry
· Ability to leverage intermediate and higher data visualization tools (e.g. Power BI or Tableau)
· SQL building experience is a must
· English speaking and writing skill are a must, Korean speaking is a strong plus
· Clearly communicates goals, roles, responsibilities, success metrics and desired outcomes to cross functional-project teams and program stakeholders
· Works independently, but also influences and manages project status with stakeholders, and test or implement new ideas or process improvements.
· When an issue arises, dive deep into the roots of the issue, propose solutions supported by data and facts and share impact.
· Ensures that multiple projects within program roadmap meet specified timelines to deliver results
Preferred Qualifications:
· Experience in the e-commerce industry in an operational capacity
· Experience working with cross-functional teams
