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 : Sr. Manager of Emerging Programs
What will you do?
We are looking for an experienced Team Lead to spearhead company-wide initiatives focused on emerging programs designed to elevate our customers’ experience of Coupang. This role is both strategic and operational, requiring a proactive leader who excels in cross-functional collaboration and thrives in a dynamic, fast-paced environment.
The ideal candidate will work closely with teams across Customer Services, Legal & Compliance, Brand Management, Product, Fulfillment Center, and International Operations to deliver impactful program results that drive customer satisfaction. This role demands expertise in project management, process improvement, and operational excellence, with a proven ability to lead transformative initiatives that meet or exceed the highest quality standards.
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Program Development and Leadership
Lead cross-departmental initiatives to design, implement, and manage emerging programs that enhance customer experiences and drive organizational growth. Ensure alignment with company objectives and industry standards.
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Strategic Collaboration
Work closely with internal and external stakeholders, including Fulfillment Center, Customer Services, Legal & Compliance, Brand Management, and International Teams, to identify customer pain points, foster alignment, and co-develop solutions that deliver measurable outcomes.
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End-to-End Project Management
Oversee project lifecycles, including scoping, planning, execution, and delivery, to ensure timely and budget-conscious completion. Manage resources effectively while driving strategic goals.
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Process Optimization
Identify, design, and implement process improvement strategies that enhance operational efficiency, scalability, and compliance with regulatory standards. Support rapid growth while minimizing risks.
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Customer Experience Enhancement
Analyze customer feedback and performance metrics to identify actionable insights, address pain points, and implement improvements that elevate satisfaction and service delivery quality.
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Performance Monitoring and Feedback Integration
Continuously evaluate program effectiveness through detailed performance analysis. Incorporate customer feedback to refine strategies and ensure sustainable service excellence.
Essential Qualifications:
- 8+ years in customer service or related fields, with a strong understanding of escalation processes and customer satisfaction drivers.
- Proven track record in project management and process optimization, with the ability to manage multiple initiatives simultaneously.
- Proactive, detail-oriented, and results-driven with strong analytical and problem-solving skills.
- Familiarity with ticketing systems such as Zendesk or Jira is highly preferred.
- Ability to manage diverse tasks and adapt to a fast-paced, dynamic environment.
- Excellent command of English; proficiency in Korean is a great plus.
- Comfortable with Legal & Compliance regulatory frameworks in the eCommerce industry.
- Experience in global or multicultural environments
