Delivering convenience to millions in South Korea
Coupang is a leading e-commerce platform in South Korea, founded in 2010 and headquartered in Seoul. The company serves millions of customers with its fast delivery service, Rocket Delivery, which promises same-day or next-day delivery on a wide range of products. Coupang went public in March 2021, ...
Coupang offers competitive salaries, stock options, generous paid time off, and a flexible remote work policy to support work-life balance....
Coupang fosters a customer-centric culture, emphasizing speed and efficiency in its operations. The company values innovation and encourages employees...
Coupang • Seoul, South Korea
Coupang is seeking a Lead for the Andon Operation team to manage customer experience and resolve product quality issues. You'll analyze KPIs and improve processes to enhance customer satisfaction. This role requires over 8 years of management experience.
You have over 8 years of experience in managing operations teams, demonstrating a strong understanding of KPIs and management metrics. Your proactive mindset allows you to adapt quickly to changing environments, ensuring that you can lead your team effectively through challenges. You possess excellent skills in MS Office, enabling you to analyze data and present insights clearly. Your experience in operational policy and system improvements showcases your ability to enhance processes and drive efficiency.
You have a background in managing diverse teams across multiple functions, which has equipped you with the skills to handle various organizational dynamics. Experience in product quality management within e-commerce or open market sectors is a significant advantage, as it aligns with the core responsibilities of this role.
As the Lead of the Andon Operation team, you will oversee the 24/7 operations that protect customers and provide accurate information regarding product issues such as defects and misdeliveries. Your primary goal will be to quickly identify issues and implement improvements to ensure high-quality products are delivered to customers. You will be responsible for achieving annual KPI targets through data analysis and improvement activities, ensuring that your team is well-trained and capable of meeting productivity, quality, and efficiency goals.
You will manage the escalation of various issues, making swift decisions to mitigate risks and enhance customer experience. Your leadership will foster a culture of quality and continuous improvement, guiding your team members to grow into quality experts. You will also be involved in setting and stabilizing KPI targets for different Andon channels, ensuring that your team is aligned with the company's objectives.
At Coupang, you will be part of a rapidly growing e-commerce company that values innovation and customer satisfaction. You will have the opportunity to lead a dedicated team and make a significant impact on customer experience. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of our employees to grow and succeed within our organization. Join us in shaping the future of commerce in South Korea.
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