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Manager, Quality Assurance (IPO)

Open 63d posting dated 3 weeks ago

Summary

Oversee quality assurance for Coupang’s Intellectual Property Operations, ensuring counterfeit detection, seller compliance, and dispute resolution meet global standards while leading a team of QA specialists.

Position: IPO QA Manager

As the IP Operations QA Manager, you will be responsible for building and overseeing the quality governance framework for our Intellectual Property Operations (IPO) team. You will lead a dedicated team of QA specialists to ensure that every decision—from seller gating to counterfeit detection and appeal reviews—is accurate, consistent, and compliant with our global policies.

Your mission is to act as the "second line of defense," ensuring that our agents maintain the highest standards of integrity while protecting customers and brand owners on our platform.

The responsibility of IP Operations team is as follows:

  • IP Monitoring: Proactively monitor brand listings to detect and remove counterfeit products, ensuring a safe and consistent shopping experience for customers.
  • Seller Gating: Vet seller distribution channels through pre- and post-gating reviews to ensure only authorized and compliant listings enter the marketplace.
  • Appeals & Escalation: Conduct forensic reviews of seller appeals to verify the authenticity of supply chain documentation and accurately resolve suspected counterfeit disputes.
  • Intellectual Property Rights (IPR): Rapidly process and investigate external reports of IP infringement to mitigate legal risks and maintain brand owner trust.

Key Responsibilities

  • Quality Framework & Strategy: Develop, implement, and maintain a comprehensive quality assurance framework for the IPO team. This includes defining clear quality standards, evaluation criteria, and performance metrics that align with business goals.
  • Process Auditing & Evaluation: Conduct regular audits of the IPO process, from initial complaint intake to root cause analysis and resolution. Ensure all stages are executed correctly and in compliance with established policies and procedures.
  • Team Leadership & Development: Lead, mentor, and coach a team of Quality Assurance Specialists. Provide regular feedback, conduct calibration sessions, and develop training programs to enhance their analytical skills and knowledge of quality standards.
  • Data-Driven Analysis: Analyze quality metrics, including defect rates, resolution times to identify trends, process bottlenecks, and opportunities for improvement.
  • Cross-Functional Collaboration: Partner with the IP Operations Manager to provide insights that inform policy updates and process enhancements. Work with other cross-functional teams to share feedback and ensure a unified approach to quality.

Essential Qualifications

  • A minimum 3-5 years of experience in a Quality Assurance or similar role, with at least 2 years in a management or team lead position.
  • Proven experience in customer service, technical support, or e-commerce environment.
  • Strong knowledge of quality management principles, methodologies (e.g., Six Sigma, Lean), and auditing best practices.
  • Exceptional analytical skills with the ability to interpret data from various sources (e.g., customer feedback, system logs) to draw meaningful conclusions.
  • Excellent leadership, communication, and interpersonal skills, with the ability to influence and align diverse teams toward a common goal.
  • Experience with quality management software and a high level of proficiency with data analysis tools (e.g., Excel, BI tools).

Preferred Qualifications

  • Bachelor's degree in Business, Communications, or a related field.
  • Experience working in a fast-paced, high-volume environment.
  • Certification in Quality Management (e.g., Six Sigma Green/Black Belt, CQE).
  • Familiarity with ticketing systems (e.g., Zendesk) and customer engagement platforms (e.g., Genesys).

What this application asks

greenhouse

First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location

  • LinkedIn Profile optional
  • 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. choose one
  • 1. What is your nationality? choose one
  • 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/). choose one
  • 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. choose one
  • 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 fitment 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. choose one
  • 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. choose one
  • 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. choose one
  • 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; choose one
  • - Name of Relative(s) / 親屬姓名: optional
  • - Relationship / 關係: optional
  • - Working Org / Team / 任職組織/團隊: 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]. choose one
  • Document Policy choose one

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