Quick Flex Program Manager
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
Analyzes related data to proactively identify issues of the overall delivery process and handles them swiftly, in order to enhance customer satisfaction on Coupang's product delivery(Rocket Delivery).
The QuickFlex Program Manager is responsible for driving operational excellence, customer experience improvements, and innovation initiatives across Coupang Taiwan's last-mile delivery network. This role serves as a key connector between operations, transportation, customer experience, product, vendors, and field teams to identify opportunities, develop scalable solutions, and execute programs that improve overall network performance.
The successful candidate will possess a deep understanding of end-to-end supply chain and last-mile delivery operations, enabling them to analyze complex operational challenges, uncover improvement opportunities, and rapidly convert ideas into actionable solutions. The role requires strong analytical capabilities combined with the ability to build business cases, operational prototypes, dashboards, presentations, and pilot programs that support data-driven decision making.
This position will lead cross-functional projects focused on process optimization, delivery quality, customer experience, operational efficiency, vendor performance, and network innovation. The Program Manager will influence stakeholders across multiple functions, manage key initiatives from concept through implementation, and help shape the future of QuickFlex operations through continuous improvement and innovation.
What You Will Do
Program Management & Innovation
-
Lead strategic and operational projects that improve QuickFlex network performance, customer experience, and delivery quality.
-
Identify improvement opportunities through data analysis, operational observations, customer feedback, and stakeholder engagement.
-
Translate business ideas and operational challenges into pilot programs, process improvements, prototypes, and scalable solutions.
-
Develop business cases, project charters, implementation plans, and executive presentations to support decision making.
-
Drive innovation initiatives by evaluating new operating models, technologies, tools, and delivery solutions for the Taiwan market.
-
Manage initiatives from concept development through testing, implementation, and post-launch performance measurement.
Supply Chain & Network Optimization
-
Analyze end-to-end supply chain and last-mile delivery processes to identify opportunities for efficiency, scalability, and customer experience improvements.
-
Partner with operations teams to improve network flow, delivery execution, capacity utilization, and service quality.
-
Evaluate operational bottlenecks and develop recommendations to optimize delivery performance.
-
Support network expansion and process standardization initiatives across QuickFlex partners.
-
Leverage operational data to drive performance improvements across hubs, vendors, and delivery operations.
Data Analytics & Business Insights
-
Manage and analyze operational data to identify trends, risks, and opportunities across the QuickFlex network.
-
Build and maintain dashboards, scorecards, and performance reports using analytical tools such as SQL, Excel, and Power BI.
-
Conduct root cause analyses to address customer experience issues and operational defects.
-
Generate actionable insights and recommendations for leadership and operational stakeholders.
-
Establish measurement frameworks to evaluate program effectiveness and return on investment.
Customer Experience Improvement
-
Monitor key customer experience metrics and identify opportunities to improve service outcomes.
-
Analyze customer complaints, VOC trends, delivery defects, and service failures to determine operational root causes.
-
Partner with Customer Service, Operations, and Transportation teams to implement corrective actions.
-
Support initiatives that improve delivery reliability, customer communication, and service consistency.
-
Develop data-driven recommendations that enhance customer satisfaction and reduce customer-impacting defects.
Vendor & Stakeholder Management
-
Build strong partnerships with vendors, delivery service providers, and internal stakeholders to ensure successful execution of programs and initiatives.
-
Facilitate regular business reviews with vendors to assess performance, identify gaps, and drive continuous improvement.
-
Coordinate cross-functional discussions to align priorities and accelerate implementation timelines.
-
Influence stakeholders through data, structured problem-solving, and clear communication.
-
Serve as a key liaison across Operations, Product, Transportation, Customer Experience, Business Intelligence, and external partners.
SOP Development & Operational Excellence
-
Support the creation, implementation, and continuous improvement of operational SOPs and best practices.
-
Document processes, operational workflows, and implementation guidelines to support scalable execution.
-
Evaluate compliance and operational consistency across delivery partners and field operations.
-
Recommend process enhancements that improve execution quality, efficiency, and customer outcomes.
-
Support onboarding and communication of new operational initiatives and process changes.
Executive Communication & Business Presentations
-
Prepare high-quality executive presentations, business reviews, and operational updates for leadership.
-
Communicate complex operational findings and recommendations in a concise and actionable manner.
-
Transform analytical findings into compelling business narratives that support decision making and stakeholder alignment.
-
Present project updates, pilot results, and strategic recommendations to senior leadership and cross-functional partners.
Basic Qualifications
-
-
Bachelor's degree in Supply Chain, Engineering, Business, Operations Management, Logistics, Analytics, or a related field.
-
3-5+ years of experience in program management, supply chain, logistics, business operations, consulting, customer experience, or process improvement.
-
Strong understanding of end-to-end supply chain and last-mile delivery operations.
-
Advanced analytical skills with experience using Excel, SQL, Power BI, Tableau, or similar tools.
-
Experience developing business cases, executive presentations, and operational dashboards.
-
Proven ability to independently manage projects and influence stakeholders without direct authority.
-
Experience working with external vendors, service providers, and cross-functional teams.
-
Strong problem-solving, communication, and project management skills.
-
Experience in e-commerce, logistics, parcel delivery, marketplace operations, or startup environments 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