Sr. Director, Taiwan Customer eXperience Design

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  

Coupang’s Customer Service aims to deliver the world’s best customer services and is committed to identifying and resolving issues that negatively impact the customer experience across the organization. By leading cross-functional projects and collaborating with various teams, this position drives initiatives that enhance customer satisfaction and trust.

This position is for a Director, Customer Service - Customer Experience Design Project, responsible for:

• Identifying, addressing and improving areas that adversely affect the customer experience by leading strategic, company-wide projects.
• Managing and mentoring a team of CX specialists, ensuring alignment with CXD goals and fostering a high-performance culture.
• Advocating the CXD mission across the organization by aligning priorities among diverse stakeholders and ensuring customer-centric thinking is embedded in decision-making processes.

The Director will work closely with departments such as Logistics, Fulfillment, Customer Policy, Quality, Sales, and Tech, ensuring seamless collaboration and execution of initiatives. Through these efforts, the role plays a critical part in elevating Coupang’s customer experience and realizing the company’s vision of WOW the Customers.

What You Will Do 

• Identify, address, and improve the areas that negatively affect Customer Experience (CX) across the company through leading various projects and cooperation with different teams/functions as needed.
• Lead several teams across multiple disciplines, including Customer Support, Seller Support, Fraud, Policy, and Andon.
• Advocate CXD mission and coordinate the priorities of different stakeholders throughout the company.

Basic Qualifications  

• 15+ years of experience in combined or one of the following areas - Customer Service, Product Management, Trust and Safety, Business Operations in eCommerce and/or IT/Internet industry
• A willingness to learn voraciously and take on new scopes and challenges.
• Strong communication skills, both verbal and written.
• Native or fluent English-speaking proficiency required.
• Native or fluent Chinese speaking proficiency a plus.

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/​