Principal II, Program Management [L6-II] (Marketplace Customer Experience Audit)

This posting is exclusively for current employees. (Employee referrals are submitted via Link) ( )

This posting is exclusively for internal employees. (Employee referrals are submitted via the Link)

To apply, you must complete the attached ‘Internal Transfer Request Form’ and submit it from your Coupang email account.

To apply, please complete the attached ‘Internal Transfer Request Form’ and submit it via your Coupang email address.

• Internal Transfer Policy: [Link]
• Internal Transfer Policy: [Link]

Company Introduction  

Coupang exists to deliver customer delight.  

Coupang considers itself a large, globally listed company built on a start-up culture. This agility from our founding days, combined with our constant launch of new services as we expand our business, is our growth engine. Every Coupang employee has the opportunity to drive new innovations and initiatives with an entrepreneurial spirit. A bold drive to get straight into the work and achieve results is at the heart of how Coupang works. At Coupang, you will see yourself, your colleagues, your team and the whole company grow every day. 

All Coupang employees are committed to Coupang's mission of building the future of commerce. We solve customers' problems, challenge conventional thinking, and go beyond perceived limits. If you want an extraordinary work experience in an always-on, high-tech, hyper-connected world, join Coupang today. 

Role Introduction 

We are looking for a Senior Program Manager for Catalog Quality to define and scale how we measure, manage and improve the quality of Coupang's product catalogue.

This role is a cross-functional position at the intersection of policy, programme management and data analysis. You will turn customer and business problems into clear catalogue standards and build programmes and measurement systems to identify and quantify quality gaps. You will drive systemic improvement by working with product engineering, operations, data science and business teams. 

This role goes beyond finding simple product listing errors. The Senior Program Manager uses audit results, customer signals and large-scale catalogue data to identify where quality problems exist and their causes, and to determine the interventions that will have the greatest impact on customers. These insights feed into policy changes, product improvements, detection and enforcement strategies, and operational programme delivery. 

The successful candidate will have sound analytical judgement, structured problem-solving skills and programme leadership. We are seeking people who can move flexibly between detailed data analysis and ambiguous policy issues, turn complex analysis into clear principles, and influence senior executives and stakeholders across various organisations.

Responsibilities

• Define policy and governance standards
  • Define and develop catalogue quality policies, guidelines and decision-making frameworks to ensure high-quality product listings
  • Identify policy gaps and risks, and propose data-driven standards that balance business needs, legal requirements and customer experience
• Analysis and quality measurement
  • Establish KPIs and measurement methodologies to assess catalogue quality and quantify quality issues
  • Analyse root causes of recurring defects and propose actionable improvement projects to relevant teams
• Multi-faceted collaboration and communication
  • Coordinate views among diverse stakeholders with conflicting priorities (legal, product, data science, tech, business channels)
  • Communicate complex policy and analytical insights to executives in both Korean and English as clear, data-based narratives

Qualifications Requirements  

• Holds a bachelor's degree in business administration, economics, statistics, computer science, information systems, engineering or a related field
• Has 8+ years of relevant experience in programme management, business analysis, policy, product operations or strategy within e-commerce, marketplaces, tech companies or other large-scale digital platforms
• Has experience leading complex cross-functional programmes from problem definition through execution and measurement
• Has strong analytical skills to work with large datasets, identify patterns, form hypotheses and turn analytical results into business decisions
• Proficient in SQL and advanced spreadsheet/data analysis tools 
• Has experience defining KPIs, measurement methodologies or quality frameworks
• Has excellent written and verbal communication skills to convey proposals effectively to key stakeholders
• Has business-level English proficiency 

Preferred Qualifications  

• Has experience developing policies, standards, governance frameworks or quality programmes at an e-commerce marketplace or large tech platform
• Has worked in catalogue, product information, marketplace integrity, trust and safety, content quality or similar areas
• Has experience with audit methodology, sampling frameworks, defect measurement or designing quality assurance (QA) programmes
• Has used automation, machine learning or AI-assisted systems to scale quality measurement, detection and operational processes
• Has outstanding ability to move freely between strategic problem definition and hands-on data analysis

* English CV submission required 

Selection Process and Important Information

• Selectionprocess
  • Document screening - role fit interview - core competency interview - final decision
  • The selection process may differ by role and may change depending on schedule and circumstances.
  • Selection schedules and results will be notified individually to the email address registered on your application.
• Notes
  • This posting may close early once recruitment is complete.
  • If the application contains false information, the offer may be withdrawn.
  • Employment protected persons (veterans, persons with disabilities, etc.) may receive preference in accordance with relevant laws.
  • Job level and scope of responsibilities may change in light of the candidate's overall career and experience. If such a change is necessary, we will communicate with the candidate at an appropriate time before the final offer notification.
  • Recruitment may be restricted if statutory qualifications required for recruitment and performance of duties are not met.
  • The employment type is permanent, including a 12-week probationary period. However, where business needs require, the probationary period may be waived, shortened or extended.  

Privacy Policy 

• Coupang Group collects and processes your personal information in accordance with its Applicant Privacy Policy (link below). https://www.coupang.jobs/kr/privacy-policy/

Document Return Policy 

1. This notice is issued pursuant to Article 11(6) of the Act on Fair Hiring Procedures.
2. Candidates who applied to us and were not finally selected may request the return of the recruitment documents they submitted, in accordance with the Act on Fair Hiring Procedures. However, this does not apply to documents submitted via our website or by email, or documents voluntarily submitted without our request. If recruitment documents are lost due to natural disasters or other reasons not attributable to us, they are deemed returned.
3. Candidates requesting the return of recruitment documents under paragraph 2 above should complete a request form for return of recruitment documents [Form No. 3 of the Enforcement Rules of the Act on Fair Hiring Procedures] and submit it by email ([contact details removed]). Once submission is confirmed, the documents will be sent by registered post to the address specified within 14 days. In this case, the registered postage will be payable by the recipient, so please note this. 
4. In preparation for return requests under paragraph 2 above, we will retain the original recruitment documents submitted by candidates for 180 days from the date hiring is decided. If return is not requested by then, we will destroy all recruitment documents without delay in accordance with the Personal Information Protection Act.
5. However, paragraphs 1 to 4 above apply only where Korean labour laws apply. They do not apply otherwise.