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?"
Position: Manager, Marketplace Logistics Operational Excellence
By providing insights and streamlining logistics processes, Marketplace Logistics Operational Excellence manager plays a vital part in propelling growth. In logistics, you will collaborate with the tech and operations teams to support decision-making, oversee system configurations, and spearhead enhancements that improve the customer experience.
What will you do?
Supporting management to provides information for the Marketplace Logistics team on current performance conditions and act as control tower for related performance and decision-making support.
Responsibilities:
i. Project Management & Execution
- Act as the PMO to roll out the initiatives that are driven related to seller/buyer domains.
- Align with the management and internal teams on the project objectives and timeline.
- Lead the change management activities and documentation post-initiative roll out e.g. policy, procedures, guidelines.
- Analyze the performance post-roll out and propose further improvements and refinements.
Conduct regular performance analysis to identify key improvements to be adopted to improve seller/buyer performance and experience.
ii. Seller and Buyer Logistics Experience Operational Improvements
Conduct analysis, develop solutioning/framework and identify enhancements with insights from relevant department to improve seller fulfilment efficiency and enhanced buyer experience.
- Perform regular analysis of marketplace logistics performance trends to identify improvement opportunities and gain insights into best practices as well as new trends across other industries that can be adapted to improve logistics performance.
- Implement framework and technology enhancements to improve end-to-end delivery speed and consistency.
- Develop and implement logistics initiatives to improve Seller fulfilment efficiency and consistency which align with the buyer needs.
- Develop a parcel handover strategy between local sellers and 3PL (pick-up accuracy and frequency) and deliver within the agreed timeframe to the buyer;
- Understand and anticipate buyer needs and preferences, especially regarding the delivery options that align with their expectations.
Work closely with cross-functional teams, including Sales, CS, Seller Support, and 3PL Management, to ensure a seamless experience, especially concerning SLA promises, return journey etc.
iii. Governance
Lead the compliance for seller-related logistics processes and operations
- Develop the framework to streamline the logistics processes for seller and buyer related initiatives and day-to-day operations and provide clear roles and responsibilities for related stakeholders
- Operationalize and regularly update the governance process across stakeholders
Essential Qualifications:
- Customer-Centric Mindset: Demonstrates strong ownership in identifying listing issues that negatively affect the customer experience and resolving them effectively.
- Sense of Urgency: Able to take quick and precise action to mitigate policy violations and protect marketplace integrity.
- Operational Grit: Committed to delivering measurable results through process improvement, team leadership, and data-driven execution.
- People Leadership: Proven experience in managing teams, coaching performance, and fostering operational excellence.
- Analytical Skills: Ability to analyze catalog data and violation trends to drive preventive measures.
- Cross-Functional Communication: Able to work across teams and communicate clearly with both internal stakeholders and external sellers.
Recruitment Process
- Application Review - Phone Interview - Onsite (or Virtual Onsite) 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.
Things 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.
- Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants.