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 Overseas 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 Summary
The Senior Manager, Customer Service is responsible for providing oversight of operational execution and quality assurance functions across the entire Andon organization. The team's core mission is to rapidly identify product issues, prevent recurrence, and continuously optimize processes to ensure that all products delivered to customers meet high-quality standards. When a customer reports a negative experience due to product defects or issues, our top priority is to immediately suspend the sale of the affected product to prevent further impact on other customers until the issue is resolved.
You will be responsible for the overall operations of Andon, directly managing teams of Andon Operations Managers and Andon Quality Assurance Managers. You will ensure that the teams consistently provide timely and effective solutions for all escalated customer complaints. Core responsibilities include operational tasks such as process optimization, SLA monitoring, and root cause analysis.
What will you do
- Own Andon operations and deliver consistent SLA adherence through workflow governance and structured RCA
- Lead and develop an in-house CS organization with 10+ team members, including managers and frontline operation teams
- Drive data-driven problem solving, metric design, dashboard utilization, and end-to-end operational insights
- Oversee refund, return, and ticketing processes to ensure accuracy, timeliness, and scalable exception management
- Partner with cross-functional stakeholders (for broader service excellence initiatives) to optimize customer-impacting processes
Basic Qualifications
- Proven operation experience in structured, in-house environments
- Experience leading teams of at least 10 members, including managers
- Demonstrated ability to balance strategy and execution in high-tempo environments
- Strong data-driven decision-making capability, including KPI ownership or dashboard management
- Hands-on, detail-oriented leadership with the ability to break down end-to-end processes
- SLA governance and RCA experience with observable use cases
- Experience overseeing refund / return / ticketing operations
Preferred Qualifications
- Experience with high-urgency operations or high-volume service environments
- Exposure to cross-regional or matrix-style leadership structures
- Experience managing cross-functional projects
- Stakeholder management involving multi-level negotiation or alignment
- Coaching experience for developing managers or succession pipelines
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.
Things 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.
