Senior Manager, CS Innovation

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.

Job Title: Senior Manager, CS Innovation

What will you do?
To design, establish, and continuously optimize operational processes to enhance efficiency and deliver exceptional customer experiences.

Key Areas of Focus:

• Streamlining communication and workflows between Customer Service (CS) and other departments.
• Optimizing collaboration and processes across different teams within the CS department.
• Maximizing the potential for systematization and automation to improve operational outcomes.

Key Responsibilities:

• Process Development and Optimization:
  1. Design and refine workflows that align with business goals and improve efficiency.
  2. Identify bottlenecks and pain points through data-driven analysis and implement impactful solutions.
• Cross-Functional Collaboration:
  1. Foster clear and effective communication between CS and other departments to ensure seamless collaboration.
  2. Serve as a bridge to align CS initiatives with broader organizational goals.
• Data-Driven Decision Making:
  1. Create and monitor key metrics, including contact rate, escalation rate, repeat contact rate, handling time, and customer satisfaction.
  2. Use data insights to identify optimization opportunities and measure success.
• Project Management:
  1. Lead cross-functional projects, ensuring timely delivery and alignment with strategic objectives.
  2. Manage resources effectively, prioritize tasks, and track progress against project goals.
• Innovation and Automation:
  1. Drive systematization and automation efforts to reduce manual efforts and improve scalability.
  2. Collaborate with technical teams to implement automation tools and solutions.
• Team Leadership and Development:
  1. Mentor and guide team members in adopting innovative practices and optimizing workflows.
  2. Promote a customer-centric mindset across all CS teams.

Qualifications and Skills:

• Proven experience in establishing and optimizing large-scale operational processes.
• Strong ability to define and use performance metrics to identify areas for improvement and measure optimization success.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships across teams and functions.
• Solid project management expertise, including planning, execution, and stakeholder management.
• Logical and analytical thinker with the ability to solve complex problems.
• Demonstrated customer-centric mindset, with a focus on delivering superior customer experiences.
• Familiarity with automation tools and systems to enhance operational efficiency is a plus.
• Ability to thrive in a dynamic, fast-paced environment and manage multiple priorities effectively.

Preferred Characteristics:

• Strong adaptability to change and a proactive approach to problem-solving.
• High attention to detail while maintaining a strategic perspective.
• Passion for innovation and continuous improvement in customer service processes.
• This role is integral to driving innovation and excellence in customer service operations, making a tangible impact on both efficiency and customer satisfaction.

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.

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.