[L6] Sr Manager - Quick Flex Customer Experience
Company Introduction
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 Oversea” 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 Overview
The position owns customer experience performance management by analyzing delivery defects and operational trends, developing actionable improvement plans, and partnering with Operations, Logistics, Transportation, Vendor Management, and Customer Service teams to drive sustainable results. The role is also accountable for establishing and governing delivery SOPs, leading driver and vendor training programs, enforcing operational compliance standards, and managing third-party vendor performance through a robust scorecard and review framework.
Success in this role requires strong analytical capabilities, operational excellence, stakeholder management, and the ability to translate customer feedback and operational data into scalable process improvements that improve delivery reliability, service quality, and customer satisfaction.
What You Will Do
Customer Experience Performance Management
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Own and manage key customer experience metrics for the QuickFlex delivery network, including delivery quality, customer complaints, customer satisfaction, delivery success rate, and service defects.
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Conduct deep-dive analysis of customer experience trends to identify root causes of performance gaps and prioritize improvement opportunities.
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Develop performance dashboards and reporting mechanisms that provide visibility into customer experience metrics at network, hub, vendor, and driver levels.
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Monitor leading and lagging indicators affecting customer experience and proactively recommend corrective actions.
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Translate Voice of Customer (VOC) feedback into operational improvement initiatives and measurable business outcomes.
Network Analytics and Continuous Improvement
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Analyze network performance data to identify operational bottlenecks impacting delivery quality and customer experience.
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Partner with operations teams to implement network optimization initiatives that improve service reliability and execution consistency.
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Lead root cause analysis for delivery defects, service failures, and customer escalations, ensuring sustainable corrective actions are implemented.
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Utilize SQL, Power BI, Excel, and other analytical tools to generate insights and influence strategic decision making.
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Establish performance monitoring frameworks and governance processes to drive continuous improvement across the QuickFlex network.
Delivery SOP Ownership and Governance
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Own the development, implementation, communication, and continuous enhancement of QuickFlex delivery SOPs and operational standards.
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Ensure SOP alignment with customer experience goals, regulatory requirements, and operational best practices.
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Conduct periodic reviews and audits of SOP adherence to identify compliance gaps and improvement opportunities.
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Define operational controls and escalation mechanisms for exceptions and service failures.
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Act as the subject matter expert for delivery process standards across Taiwan operations.
Driver Training and Capability Development
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Design and manage comprehensive onboarding, certification, and recurrent training programs for delivery drivers.
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Develop training materials and operational playbooks focused on customer experience, service quality, safety, and standard work execution.
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Monitor training effectiveness through performance metrics, field observations, audits, and customer feedback.
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Partner with field operations teams to improve driver engagement, operational knowledge, and service consistency.
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Drive a culture of accountability and customer obsession through targeted coaching and development initiatives.
Vendor Performance Management
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Own vendor performance governance for QuickFlex delivery partners and external service providers.
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Develop and maintain vendor scorecards measuring customer experience, operational quality, compliance, productivity, and defect performance.
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Lead weekly, monthly, and quarterly business reviews with vendors to assess performance and drive accountability.
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Identify underperforming vendors and implement structured improvement plans with measurable performance targets.
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Collaborate with procurement, operations, and leadership teams to support vendor selection, expansion, and optimization decisions.
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Ensure vendor adherence to Coupang operational standards, customer commitments, and contractual service level expectations.
Defect Reduction and Operational Excellence
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Lead initiatives to reduce key customer-impacting defects, including: PDD (Promise Delivery Date) misses CNH (Customer Not Home) LFD (Logistics Forwarding Defects) Delivery quality and service failures Pickup and handoff compliance defects
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Build action plans that address systemic root causes across drivers, vendors, processes, and network design.
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Measure initiative effectiveness and ensure sustainable performance improvements.
Cross-Functional Leadership
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Partner closely with Operations, Transportation, Customer Service, Product, Business Intelligence, and Vendor Management teams to deliver customer-focused solutions.
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Present performance insights, business reviews, and strategic recommendations to senior leadership.
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Influence stakeholders across multiple functions without direct authority to drive organizational alignment and execution.
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Support strategic projects focused on network scalability, customer satisfaction, and operational excellence.
Basic Qualifications
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Bachelor's degree in Business, Supply Chain, Logistics, Engineering, Analytics, or related field.
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5+ years of experience in logistics, last-mile delivery, program management, customer experience, or operational excellence.
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Strong experience in data analytics and business intelligence tools (SQL, Power BI, Tableau, Advanced Excel).
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Demonstrated experience managing operational performance and driving continuous improvement initiatives.
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Proven track record of leading cross-functional projects in a fast-paced environment.
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Experience in vendor management, supplier performance governance, or outsourced operations.
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Strong problem-solving, stakeholder management, and executive communication skills.
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Experience in e-commerce, parcel delivery, last-mile logistics, or customer experience operations is highly preferred.
Preferred Qualifications
Recruitment Process and Others
Recruitment Process
- Application Review - Job Fit Interview - Focus 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.
- Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.
Privacy Notice
- Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below:
Skills
As published by greenhouse · 16 questions
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
Short answers (4)
- LinkedIn Profile optional
- - Name of Relative(s) / 親屬姓名: optional
- - Relationship / 關係: optional
- - Working Org / Team / 任職組織/團隊: optional
Pick from a list (12)
- Coupang Corporation or its affiliates and subsidiaries* (or collectively referred to as “Coupang”) does not collect, process or use any personal information other than the types of information specified in this Consent. Please ensure that your resume does not include any personal information other than the types specified in this Consent.
- 1. What is your nationality?
- 1. (Required) By submitting your resume, you consent to the required collection, processing, use, required provision/transfer, and consignment of personal information as set forth in our Privacy Policy (https://privacy.coupang.com/en/land/jobs/).
- 2. (Optional) Name, contact information, email address, nationality, educational background, work experience, qualifications, national merit status (for special hiring program applicants only), relative’s name/relationship/team and application history are collected and used on an ongoing basis for recruitment purposes and may be provided to any of our affiliates and subsidiaries*, other than the company to which you originally applied, for the purpose of reviewing and conducting recruitment for similar positions. Personal information collected and provided will be retained for the duration of the year-round recruitment retention period defined in the Privacy Policy. You may refuse to provide consent, but such refusal may prevent the year-round hiring from progressing normally or may result in the restriction of opportunities in the hiring process of companies other than the one you applied.
- 3. (Optional) Recordings of the interview process and transcriptions of interview audio maybe collected and used for the following purposes: i) to record the interview process, ii) to transcribe and document interview audio, iii) to summarize interview results, iv) to verify the interview process and evaluation results, v) to improve the hiring procedures, vi) to check candidate fit for other open positions, vii) to review past interview records. Collected personal information are retained for 4 years from the notification of hiring result, and then deleted. You may refuse to provide this consent, and refusal will not affect the recruitment process.
- 4. (Optional) Coupang or its affiliate or subsidiary company* will send recruitment notifications through transmission media such as phone, email, and SMS using the contact information and email address based on your consent.
- 5. (Optional) Coupang or its affiliate or subsidiary company* will conduct reference checks on you within the following scope based on your consent: Additional reference checks may be conducted on applicants who applied for a job at Coupang and passed interviews, and Coupang arranges means to conduct reference checks. Coupang may collect other personal information about you, including integrity information collected from public sources and the performance evaluation information collected from your former employer or colleagues.
- 1. I understand that working with Relatives in the Coupang group of companies (collectively, the "Coupang Group") -- where they can influence each other’s work -- can potentially create conflicts of interest. Therefore, such a situation requires prior approval from the People Operations. In view of the above, I hereby confirm that I DO NOT have any Relatives working in any company within the Coupang Group or serving on the Board of Directors of any company within the Coupang Group;
- 1. Are you currently, or have you been a government official, public servant, or employee of a public institution who may be subject to post employment or reemployment restrictions under applicable laws or regulations?
- 2. Do you acknowledge and agree that where required under applicable laws or regulations: optional
- You have the right to inquire/access, request a copy, supplement/correct, delete, suspend the collection, processing, or use and suspend the transfer of your personal information that Coupang holds. Exercising certain rights, such as deletion of personal information, may result in the restriction of the hiring process. If you wish to exercise any of these choices, please contact our privacy representative at [candidatedataremove@coupang.com].
- Document Policy