Senior Manager, Customer Service [L6-II] (CX - Special Projects)
Coupang Internal
Required skills
About the role
Translated into English from Korean by Korum. The employer's original wording is on their site.
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)
When applying, you must complete the attached 'Internal Job Application Form' and submit it using 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]
About the Company
Coupang exists to deliver customer delight. When customers say, ‘How did we ever live without Coupang?’, we know we are fulfilling our mission. With the single-minded determination to make our customers’ shopping, eating and everyday lives easier, Coupang is leading innovation across the multi-hundred-million-dollar e-commerce industry. Coupang is one of the fastest-growing e-commerce companies and has built a unique position in the domestic commerce industry and customer trust.
We are proud to be a global large listed company grounded in startup culture. This preserves the agility of our founding days and is the engine of our growth as we continuously launch new services and expand our business. Every Coupang employee is given the opportunity to take an entrepreneurial mindset and pursue new innovations and initiatives. The boldness to dive into work without hesitation and achieve results is the essence of how Coupang works. At Coupang, you will witness yourself, your colleagues, your team and the whole company growing every day.
Every Coupang employee is genuinely committed to Coupang’s mission of building the future of commerce. We solve customers’ problems, challenge traditional ideas and conventional wisdom, and push beyond what is considered achievable. If you want an amazing work experience in an always-on, high-tech, hyper-connected world, join Coupang now.
About the Role
Join Coupang’s CS organisation and ensure customers receive a consistent, high-quality experience at every point of contact when they reach out to Coupang. This position oversees the policies and processes that affect customer outcomes, identifies best practices in every country/region and spreads them to other regions, and holds final decision-making authority over customer centre policies that affect the customer experience.
Responsibilities
- Overall management of policies and processes
- Own and operate the entire framework covering the drafting, review, approval, version control and retirement of customer-facing and customer centre policies
- Maintain a single view of policies and processes across regions, and track country differences and whether those differences are justified by law, market or customer requirements
- Lead the implementation process: demonstrate the rationale, drive coordination between regional teams, and track execution through to final completion
- Monitor actual customer outcomes against policy intent, and identify and raise issues when a policy fails to deliver its intended results
- Spreading best customer experiences
- Identify excellent customer experience practices in specific regions and assess their feasibility for adoption in other regions, taking into account local regulations, costs and operational readiness
- Final decision-making
- Hold final decision authority over customer centre operations policies that affect the customer experience, including policies proposed through experiments by the Process Improvements team
- Document the rationale, background data and trade-offs of each decision to maintain consistency and allow future review
- Alignment and collaboration across the organisation
- Drive coordination and agreement with customer centre operations teams, regional CX leaders, legal and compliance, product, technology, finance and other teams, even without direct line authority
- Build, manage and develop a team capable of managing policy operations schedules, tracking changes and following up on implementation
Qualifications
- More than 8 years’ experience in customer experience (CX), customer centre operations, policy, quality assurance (QA) or process governance (including at least 3 years in people management or programme leadership)
- Experience working in multilingual, multi-country environments, with an understanding of how regulation, culture and ways of operating shape customer policies
- Excellent judgement and drive in making and defending policy decisions that balance customer outcomes, cost, risk and operational feasibility
- Experience securing agreement and alignment among executive-level stakeholders and regional teams without direct authority
- Ability to evaluate policy and process performance using data such as contact rates, resolution rates, refunds and satisfaction metrics
Preferred Qualifications
- Experience in customer support for large-scale e-commerce or marketplace businesses
- Experience building or operating policy governance, quality assurance (QA) or compliance frameworks
- Ability to hold business-level conversations in English
Selection Process and Important Information
- Selection process
- 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 matters
- This posting may close early once recruitment is complete.
- If any information in the application is false, the offer may be cancelled.
- Employment protection targets (veterans, persons with disabilities, etc.) may receive preferential treatment in accordance with relevant laws.
- Job grade and scope of responsibilities may change depending on the candidate’s overall career and experience. If such a change is required, we will communicate with the candidate at an appropriate time before the final offer notice.
- Employment may be restricted if the legally required qualifications for recruitment and job performance are not met.
Personal Information Processing Policy
- The Coupang Group collects and processes your personal information in accordance with its Applicant Personal Information Processing Policy (link below). https://www.coupang.jobs/kr/privacy-policy/
Document Return Policy
- This notice is provided pursuant to Article 11(6) of the Act on the Fair Hiring Procedures.
- Applicants who take part in our recruitment and are not finally selected may request the return of the recruitment documents they submitted, in accordance with the Act on the Fair Hiring Procedures. However, this does not apply to documents submitted via the website or by email, or to 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.
- Applicants requesting the return of recruitment documents under paragraph 2 above should complete a Request for Return of Recruitment Documents [Form No. 3 of the Enforcement Rules of the Act on the Fair Hiring Procedures] and submit it by email to ([contact details removed]). Once submission is confirmed, the documents will be sent by registered mail to the address specified within 14 days. Please note that in this case the registered postage is payable by the recipient.
- To prepare for return requests under paragraph 2 above, we will keep the original recruitment documents submitted for 180 days from the date the hiring decision is confirmed. If no return request is made by then, we will destroy all recruitment documents without delay in accordance with the Personal Information Protection Act.
- However, the contents of paragraphs 1 to 4 above apply only where Republic of Korea labour laws apply. They do not apply otherwise.
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