Contact Center Operations Manager

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 trade-offs. Join Coupang now to create an epic impact in this always-on, high-tech, and hyper-connected world.

Position Title: Contact Center Operations Manager

What you'll do:

• Act as the primary point of contact between Coupang and the outsourced contact center for seller support operations
• Design, maintain, and optimize service SOPs and knowledge bases based on seller-facing workflows (e.g. product listing, order issues, payment reconciliation, account status, and policy enforcement)
• Define, monitor, and drive performance KPIs (e.g. SLA compliance, response accuracy, seller satisfaction, case quality) and lead regular business reviews
• Ensure training content and delivery meet operational standards and enable front-line agents to provide accurate, consistent support
• Collaborate cross-functionally with internal teams such as Product, Risk, Finance, Compliance, and System teams to resolve seller issues and improve support flows
• Analyze VOS (Voice of Seller) and operational data to identify trends and propose actionable improvement plans
• Support operational change management and implementation of new tools or services (e.g. voice support, self-service, bot handover, or policy/process changes)

Basic Qualifications:

Bachelor's degree or above

5+ years of experience in customer service or operations, with at least 3 years managing outsourced vendor teams

Solid understanding of B2B platform operations and merchant service requirements

Strong command of key contact center metrics (SLA, CSAT, QA, etc.) and ability to create and interpret performance dashboards

Excellent cross-functional collaboration and problem-solving skills

Hands-on experience with CRM/ticketing tools (e.g. Zendesk, Salesforce)

Proficiency in both English and Mandarin (written and spoken)

Preferred Qualifications:

Experience in e-commerce, SaaS, marketplace platforms, or supply chain tech

Background in contact center setup, process reengineering, or automation projects

Certifications such as PMP, COPC, Six Sigma, or ITIL are a strong plus