Operations Excellence Specialist (Hub Operations Management)
Job description
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
As an Operations Quality Excellence Specialist, you will drive the auditing and stewardship of customer experience and quality standards across our FC Hub network. You will be responsible for deep-diving into daily operational issues, identifying root causes, and managing cross-functional hub teams to implement sustainable solutions. This is a critical individual contributor role where you will act as the central guardian of process standards, ensuring high-quality execution during our rapid international expansion.
What You Will Do
- Audit FC Hub daily operations to ensure strict adherence to global CX and quality process standards.
- Manage hub-level teams through influence to drive corrective actions and process improvements without direct reporting lines.
- Perform deep-dive analyses on quality defects and operational bottlenecks to identify systemic issues.
- Collaborate with logistics leadership to roll out new process standards and operational workflows across the network.
- Develop and monitor quality KPIs to track the health of FC Hub operations and customer impact.
- Lead daily troubleshooting sessions with hub operators to resolve immediate quality risks.
- Report findings and data-driven insights to senior stakeholders to facilitate central decision-making.
Basic Qualifications
- Bachelor’s degree in Logistics, Supply Chain, Industrial Engineering, or a related field
- 3 years of experience in sortation logistics operations, quality auditing, or process improvement within a high-volume fulfillment environment
- Proven ability to manage cross-functional projects and influence stakeholders in a fast-paced setting
- Strong analytical skills with the ability to use data to perform root cause analysis and deep dives
- Excellent communication skills to translate complex operational issues into actionable improvement plans
Preferred Qualifications
- Six Sigma Green Belt or Black Belt certification
- Experience in a central or regional role overseeing multiple logistics sites
- Proficiency in SQL or data visualization tools like Tableau for independent performance tracking
- Background in e-commerce fulfillment or last-mile logistics operations
- Experience in international business expansion or global process standardization
Recruitment Process and Others
Recruitment Process
- Application Review - Recruiter Screening Call - 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/