Director, Program Management (Head of Rider Operation)

 

About Coupang 

Coupang exists to deliver customer delight. We know we are fulfilling our mission when customers say, "How did I live without Coupang before?" With the single-minded goal of making our customers' shopping, dining and everyday lives easier, Coupang is leading innovation across the multi-billion-dollar commerce industry. Coupang is one of the fastest-growing retail companies and has built a unique position in the domestic commerce industry and customer trust. 

We pride ourselves on being a large global listed company built on a start-up culture. This is the growth engine that allows us to maintain the agility of our founding days while continuously launching new services and expanding our business. Every Coupang employee is given the opportunity to show entrepreneurship and drive new innovations and initiatives. Taking the plunge into work and boldly striving for 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 the mission of creating the future of commerce. We solve customers' problems, challenge conventional thinking and go beyond what is considered achievable limits. If you want an amazing work experience in an always-on, high-tech and hyper-connected world, join Coupang today. 

 

About Coupang Eats Services 

Coupang Eats Services develops differentiated strategies for the delivery service and provides enhanced services and support to Coupang Eats customers, merchants and delivery partners. Coupang Eats Services delivers the food customers want quickly and safely, anytime and anywhere, giving customers an amazing experience, and operates a system that offers merchants a one-stop service covering orders, delivery and customer service, securing stable sales opportunities. As one team made up of experts from many fields, Coupang Eats Services considers and studies the value that customers, merchants and delivery partners want, and leads new innovation and paradigm shifts.

 

Role Overview 

The Director II, Program Management in the Business & Operations division of Coupang Eats Services leads the Operational Excellence organisation and leads Coupang Eats Services' core operational processes, including formulating and executing Delivery Operation strategy, Operation optimisation, Supply Chain management and customer experience improvement. The role focuses on maximising End-to-End operational efficiency and raising customer satisfaction through data-driven execution and customer-centric thinking.

 

Responsibilities 

• Lead innovation in Coupang Eats delivery operations, building operational standardisation and strengthening plan-based execution
• Formulate Crowd Sourcing-based Rider Pool operation strategy to optimise Supply Chain efficiency
• Execute process improvement and automation and digitalisation strategies based on in-depth analysis of overall operations
• Analyse KPI-based performance and derive data-driven strategic insights to support decision-making
• Lead Delivery Operation and planning organisations, performing organisation-wide leadership in talent recruitment, development and evaluation

 

Requirements 

• 15+ years of experience in Delivery Operation, Strategy or Business Analysis
• Experience successfully leading large operational teams or company-wide projects
• Ability to structure and solve complex and difficult problems
• Experience establishing initiatives to solve problems and improving outputs
• Experience leading an agile organisation with fast decision-making and execution-focused leadership
• Experience proactively leading collaboration with product, tech and business teams and external partners

 

Preferred Qualifications 

• Operational experience in food delivery, ride-hailing, e-commerce SCM or last-mile services
• Experience leading an agile and metric-driven organisation at a start-up or other growing company

 

• Think Systemically: understand the entire process and lead systemic improvement
• Dive Deep: identify root causes of problems and derive improvement opportunities
• Move with Urgency: focus on execution and improve with agility
• Wow the Customer: strategic execution that puts customer experience first

 

Recruitment Process and Guidance Notes

• Recruitmentprocess
  • Document screening - role fit interview - core competency interview - final offer
  • The recruitment process may vary by role and may change depending on schedule and circumstances.
  • Recruitment schedule and results will be notified individually to the email address registered on your application.
• Referencenotes
  • This posting may close early once recruitment is complete.
  • If the application contains false information, the offer may be cancelled.
  • Protected employment candidates (veterans, persons with disabilities, etc.) may receive hiring preference under applicable laws.
  • Job level and scope of responsibilities may be changed by considering 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 notice.
  • Hiring may be restricted if legally required qualifications for recruitment and performance of duties are not met.

Privacy Policy 

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

Document Return Policy 

1. This notice is given pursuant to Article 11(6) of the Act on the Fair Hiring Procedures.
2. Applicants who were not finally successful may request the return of recruitment documents 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 documents voluntarily submitted without the company's request, and where recruitment documents are lost due to natural disaster or other reasons not attributable to the company, they are deemed returned.
3. Applicants requesting return under paragraph 2 above must complete a request form 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 ([contact details removed]). Documents will be sent by registered mail to the address specified within 14 days from the date submission is confirmed. In this case, registered postage will be charged to the recipient, so please note this. 
4. To prepare for return requests under paragraph 2 above, the company will keep original recruitment documents submitted by applicants for 180 days from the date the hiring decision is confirmed. If return is not requested by then, the company plans to destroy all recruitment documents without delay in accordance with the Personal Information Protection Act.
5. However, paragraphs 1 to 4 above apply only where the labour laws of the Republic of Korea apply. They do not apply otherwise.