Senior Manager, Customer Service (Andon Operation)

Who you are

You have a proven track record in customer service management, with experience leading teams to deliver exceptional service. Your strategic mindset allows you to identify product issues quickly and implement effective solutions to enhance customer satisfaction. You thrive in a fast-paced environment and are adept at optimizing processes to ensure high-quality outcomes. Your leadership style fosters collaboration and empowers your team to achieve their best work.

You possess strong analytical skills, enabling you to assess operational performance and drive continuous improvement initiatives. You understand the importance of quality assurance in customer service and are committed to maintaining high standards. Your ability to communicate effectively with cross-functional teams ensures that customer feedback is addressed promptly and efficiently.

Desirable

Experience in e-commerce or logistics is a plus, as is familiarity with Andon operations. You are comfortable using data to inform decisions and have a knack for problem-solving. A background in quality assurance or operations management will set you apart as a candidate.

What you'll do

As the Senior Manager of Customer Service (Andon Operation), you will provide strategic leadership for the Andon organization, overseeing both operational execution and quality assurance functions. Your core mission will be to quickly identify product issues and prevent recurrence, ensuring that high-quality products are delivered to customers. You will manage the Andon Operations Manager and the Andon PCM (Quality Assurance) Manager, guiding them to deliver timely and effective resolutions for all customer concerns.

You will be responsible for halting the sale of affected products when customers report negative experiences, ensuring that issues are resolved before further impact occurs. Your role will involve collaborating with various teams to optimize processes and enhance the overall customer experience. You will also analyze performance metrics to identify areas for improvement and implement best practices across the organization.

What we offer

Coupang offers a dynamic work environment where you can make a significant impact on our growth in Taiwan. You will have the opportunity to lead a talented team and contribute to the development of innovative solutions that enhance customer satisfaction. We provide competitive compensation and benefits, along with opportunities for professional growth and development within the company. Join us in reimagining the shopping experience and creating a world where customers wonder how they ever lived without Coupang.