[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  

What You Will Do 

Customer Experience Performance Management

• 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.

• Conduct deep-dive analysis of customer experience trends to identify root causes of performance gaps and prioritize improvement opportunities.

• Develop performance dashboards and reporting mechanisms that provide visibility into customer experience metrics at network, hub, vendor, and driver levels.

• Monitor leading and lagging indicators affecting customer experience and proactively recommend corrective actions.

• Translate Voice of Customer (VOC) feedback into operational improvement initiatives and measurable business outcomes.

Network Analytics and Continuous Improvement

• Analyze network performance data to identify operational bottlenecks impacting delivery quality and customer experience.

• Partner with operations teams to implement network optimization initiatives that improve service reliability and execution consistency.

• Lead root cause analysis for delivery defects, service failures, and customer escalations, ensuring sustainable corrective actions are implemented.

• Utilize SQL, Power BI, Excel, and other analytical tools to generate insights and influence strategic decision making.

• Establish performance monitoring frameworks and governance processes to drive continuous improvement across the QuickFlex network.

Delivery SOP Ownership and Governance

• Own the development, implementation, communication, and continuous enhancement of QuickFlex delivery SOPs and operational standards.

• Ensure SOP alignment with customer experience goals, regulatory requirements, and operational best practices.

• Conduct periodic reviews and audits of SOP adherence to identify compliance gaps and improvement opportunities.

• Define operational controls and escalation mechanisms for exceptions and service failures.

• Act as the subject matter expert for delivery process standards across Taiwan operations.

Driver Training and Capability Development

• Design and manage comprehensive onboarding, certification, and recurrent training programs for delivery drivers.

• Develop training materials and operational playbooks focused on customer experience, service quality, safety, and standard work execution.

• Monitor training effectiveness through performance metrics, field observations, audits, and customer feedback.

• Partner with field operations teams to improve driver engagement, operational knowledge, and service consistency.

• Drive a culture of accountability and customer obsession through targeted coaching and development initiatives.

Vendor Performance Management

• Own vendor performance governance for QuickFlex delivery partners and external service providers.

• Develop and maintain vendor scorecards measuring customer experience, operational quality, compliance, productivity, and defect performance.

• Lead weekly, monthly, and quarterly business reviews with vendors to assess performance and drive accountability.

• Identify underperforming vendors and implement structured improvement plans with measurable performance targets.

• Collaborate with procurement, operations, and leadership teams to support vendor selection, expansion, and optimization decisions.

• Ensure vendor adherence to Coupang operational standards, customer commitments, and contractual service level expectations.

Defect Reduction and Operational Excellence

• 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

• Build action plans that address systemic root causes across drivers, vendors, processes, and network design.

• Measure initiative effectiveness and ensure sustainable performance improvements.

Cross-Functional Leadership

• Partner closely with Operations, Transportation, Customer Service, Product, Business Intelligence, and Vendor Management teams to deliver customer-focused solutions.

• Present performance insights, business reviews, and strategic recommendations to senior leadership.

• Influence stakeholders across multiple functions without direct authority to drive organizational alignment and execution.

• Support strategic projects focused on network scalability, customer satisfaction, and operational excellence.

Basic Qualifications  

• Bachelor's degree in Business, Supply Chain, Logistics, Engineering, Analytics, or related field.

• 5+ years of experience in logistics, last-mile delivery, program management, customer experience, or operational excellence.

• Strong experience in data analytics and business intelligence tools (SQL, Power BI, Tableau, Advanced Excel).

• Demonstrated experience managing operational performance and driving continuous improvement initiatives.

• Proven track record of leading cross-functional projects in a fast-paced environment.

• Experience in vendor management, supplier performance governance, or outsourced operations.

• Strong problem-solving, stakeholder management, and executive communication skills.

• 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: https://www.coupang.jobs/privacy-policy/​