Sr. Manager, Program Management (Customer Intelligence & Audit)

Job Description

This role is a critical position for the launch of Coupang Ads in Taiwan, responsible for building and leading the CX Audit team to ensure that advertising operations processes, quality, and compliance meet global standards. You will establish the team from the ground up, define strategies, and audit the operational workflows and execution quality of the advertising operations team to ensure advertisers achieve optimal ROI while maintaining an exceptional customer experience.

Coupang Ads is committed to delivering the most valuable advertising solutions globally, helping brands and sellers achieve marketing objectives such as increasing sales, expanding market share, acquiring new customers, and building brand equity. Our team is highly collaborative, spanning sales, marketing, video products and operations, product, and engineering, with innovation and efficiency at the core. If you excel in process management, auditing, and cross-functional collaborationand want to make an impact in a fast-paced, dynamic environmentthis is the ideal opportunity for you.

Key Responsibilities

• Build and lead the CX Audit team, overseeing the end-to-end launch and operations in Taiwan.
• Audit advertising operations processes to ensure compliance with company policies and best practices, including media proposals, budget execution, inventory management, settlement, and system operations.
• Develop long-term strategies, including audit standards, KPIs, and improvement plans to enhance process efficiency and stability.
• Collaborate across functions, maintaining communication with Coupang Ads teams to manage expectations and drive process optimization.
• Secure necessary resources, including hiring and managing the core team (L5, L4).
• Serve as the final escalation point for major policy and process-related issues.
• Drive team development and foster a culture of excellence and accountability.

Basic Qualifications

• 8+ years of experience in e-commerce advertising operations, process management, or auditing.
• Strong understanding of advertising workflows with proven ability in process optimization and auditing.
• Proficient in data analysis and dashboard management (Excel, PowerPoint).
• Excellent cross-functional communication and project management skills.
• Fluent in English for effective communication with global teams.