Coupang is one of the largest and fastest growing e-commerce platforms on the planet. We are on a mission to revolutionize everyday lives for our customers, employees and partners. We solve problems no one has solved before to create a world where people ask, “How did we ever live without Coupang?” Coupang is a global company with offices in Beijing, Los Angeles, Seattle, Seoul, Shanghai, and Silicon Valley.

Job Overview:

As our Director Customer Service Program Management for CS team will lead a team of Program Managers responsible for successful implementation and benefit realization of both Customer Service and externally driven programs and initiatives across multiple line of businesses such as 3P, Retail, Jikgu, Travel, Eats as driven by Sales, Technology, Finance and other external teams.

Key Responsibilities: 

  • Ownership and oversight all program management execution within CS
  • Lead a team of program managers – 3 to 4 direct reports with total team of 15 to 20
  • Creation and ongoing maintenance of processes for management of programs from intake to post execution closure
  • Establishment, development, and maintenance of the short-term and long-term road maps covering all CS impacting programs and developing business cases as needed for major new initiatives that are CS driven
  • Ownership of CS Program Management budget as well as long term budget planning related to incremental impacts to all of CS for new programs launching
  • Creation of proper process design and analysis models/methodologies
  • Hiring and development staff capabilities related to executing major process improvement program
  • Part of CS Leadership team providing input & management of long-term strategies

Qualifications: 

  • Bachelor’s Degree
  • Minimum 15+ years of experience in Program Management with 10+ years’ experience in managing PMOs
  • Minimum 5+ years’ experience in process analysis
  • Proficiency in customer service solutions and processes
  • Expert in program and project management of large complex portfolios
  • Expert in process design and analysis methodologies (e.g. Six Sigma/Lean)
  • Demonstrated leader of PMOs
  • High level of integrity demonstrated through action
  • Proactive leader capable of working in a high pace, fast changing & high ambiguity environment
  • Organized, efficient, detail-oriented planner, executer, with big-picture vision

Preferred: 

  • Experience in e-commerce, retail industry
  • Experience with Project Management methodologies (e.g. Agile, Scrum, PMI)
  • Fluent in both Korean and English

Location

  • Seoul, Korea

 

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