Sr. Program Manager (Operation management - TW CX Audit)

Responsibilities

• Drive organization-wide strategies, roadmaps, and frameworks that support hyper-growth and long-term organizational agility.
• Lead, mentor, and grow a team of managers and individual contributors, fostering an environment modeled on Coupang's Leadership Principles.
• Own critical business KPIs and operational SLA metrics, building robust business cases and running complex data models.
• Act as a "working manager"—willing to break down complex problems into clear, actionable steps and get your hands dirty alongside your team.
• Partner with global product, operations, legal, and engineering stakeholders to navigate local operational dependencies and align cross-functional visions.
• Develop and execute end-to-end strategies and scaling roadmaps for designated business units or product lines to drive continuous growth.
• Direct headcount planning, performance management, and career development to lead direct and indirect reports in achieving organizational goals.
• Leverage advanced analytics and Root Cause Analysis (RCA) to eliminate systemic defects and continuously optimize customer experience (CX) and operational processes.
• Overcome time zones and departmental silos to influence and align goals with international teams, ensuring high-impact execution of overall company strategy.
• Proactively identify operational bottlenecks and potential risks while overseeing the full lifecycle of major project rollouts.

Our team -

TW CX Audit team is a core operational organization responsible for auditing and managing the quality and regulatory compliance of all product pages and advertising content on the e-commerce platform. Through standardized operating procedures (SOPs) and meticulous information review, we are dedicated to eliminating any erroneous information that could impact the shopping experience. In a rapidly growing environment, we leverage data analysis and process innovation to maximize operational efficiency, while working in close collaboration with diverse cross-functional teams to continuously raise listing quality standards, creating a safe, high-quality, and trusted online shopping environment for millions of Taiwanese consumers.

As the Manager of this team, you will oversee end-to-end product page and ad content moderation operations and lead a large-scale operations team, devising and executing strategies to drive SOP compliance and review accuracy. We are seeking a business leader who can solve operational bottlenecks through data-driven insights and continuously drive process improvements through proactive collaboration with relevant stakeholder teams.

Role Overview

As a Senior Manager at Coupang, you will act as a pivotal leader bridging high-level corporate strategy with aggressive, data-driven execution. Known internally for a culture demanding extreme ownership and a "bias for action," you will lead high-impact initiatives to eliminate trade-offs for our customers and drive exponential business growth. You will be responsible for defining operational or product strategies, designing scalable processes, and leading a high-performing team in a fast-paced, ambiguous environment. To succeed, you must be a hands-on leader who dives deep into data, uncovers root causes, and obsessively works to achieve results.

Change Management & Resilience

Establish and execute comprehensive change management frameworks to minimize operational disruption, foster agility, and sustain high performance amidst dynamic business shifts.

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.
• Coupang does not discriminate against disabled applicants or those with veteran status.
• We are proud to offer equal opportunities for all applicants.

Privacy Notice

• Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice is located below.
• https://privacy.coupang.com/en/land/jobs/