Senior Program Management Specialist (Customer Service)

Company Introduction  

Coupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door.  
 
Our services in Taiwan include “Rocket Delivery” which offers next-day delivery for a wide selection of items at affordable prices, “Rocket Oversea” which offers free international delivery on millions of best-selling products from Korea, the U.S., and beyond. 

We are looking for talents to help us lead Coupang’s expansion in Taiwan. This is an exceptional opportunity to become a part of Coupang’s growth in Taiwan and create a world where our customers wonder, “How did I ever live without Coupang?”   

Role Overview  

The Customer Service (CS) Program Team is looking for a proactive Data & Insights Analyst to transform raw customer service data into actionable insights that drive process excellence and immediate problem-solving. This role is a critical link between complex data sets and the operational strategies managed by the Program Team. Leveraging your skills in data querying, visualization, and statistical analysis, you will directly influence improvements in CS efficiency, customer experience, and the design of short-term solutions to system issues. You will be instrumental in defining "what happened" and "why it happened," allowing the leadership to define "what we do next."

What You Will Do 

Reporting & Visualization:

• Design, develop, and maintain automated data dashboards (using Tableau, Power BI, and Zendesk Explore, etc) to track key CS metrics, including CSAT, Resolution Time, and backlog volume.
• Ensure data accuracy and integrity across all CS-related reporting and data sources.

Deep-Dive Analysis & Problem Solving:

• Conduct in-depth diagnostic analysis using statistical methods to identify the root causes of poor performance, unusual traffic spikes, or systemic process bottlenecks within CS operations.
• Provide immediate, data-backed evidence to the Program Team to support the design of short-term tactical solutions to system or operational disruptions.

Process Improvement & Optimization:

• Translate data findings into concrete process optimization proposals and business requirements for long-term system fixes.
• Quantify the potential impact of proposed process changes before implementation and measure the success of implemented programs afterward.
• Utilize advanced querying and scripting tools (eg. SQL, Zeppelin) to extract, transform, and load complex data from various operational systems for custom analysis.

Communication & Storytelling:

• Translate complex analytical results into clear, concise, and compelling narratives and presentations for both technical and non-technical stakeholders.

Basic Qualifications  

• Bachelor’s degree in a quantitative field (e.g., Data Science, Statistics, Mathematics, Economics, or Business with a heavy analytical focus).
• Minimum of 3+ years of experience in a Data Analyst or Business Intelligence role, preferably within an operations, customer service, or e-commerce environment.
• Proven expertise in SQL for complex data querying and manipulation.
• Strong proficiency with at least one major BI visualization tool: Tableau or Power BI.
• Demonstrated ability to perform root cause analysis on operational data.
• Exceptional analytical and problem-solving skills, with a focus on delivering actionable recommendations rather than just reports.

Preferred Qualifications 

• Domain Knowledge: Previous experience working within a high-volume Customer Service/Customer Success environment is a strong plus.
• Business Acumen: Experience or ability to quickly grasp the principles of process design, program management, and business case development.
• Communication: Proven experience presenting data findings to executive or senior leadership audiences.

Recruitment Process and Others  

 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. 

Privacy Notice​ 

• Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below: https://www.coupang.jobs/privacy-policy/​