We exist to wow our customers. We know we're doing the right thing when we hear our customers say, "How did we ever live without Coupang?" Born out of an obsession to make shopping, eating, and living easier than ever, we are collectively disrupting the multi-billion-dollar commerce industry from the ground up and establishing an unparalleled reputation for being a dominant and reliable force in South Korean commerce.
We are proud to have the best of both worlds — a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been at since our inception. We are all entrepreneurial surrounded by opportunities to drive new initiatives and innovations. At our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact. At Coupang, you will see yourself, your colleagues, your team, and the company grow every day.
Our mission to build the future of commerce is real. We push the boundaries of what's possible to solve problems and break traditional tradeoffs. Join Coupang now to create an epic experience in this always-on, high-tech, and hyper-connected world.
Job Overview
Our Customer Service Intelligence team is dedicated to achieving "zero contacts" by ensuring accurate order information, empowering customers with self-service capabilities, and delivering exceptional support through advanced tools and systems for CS agents if customer contacts. Our mission is to continually improve our services, allowing customers to easily troubleshoot issues on their own and receive prompt assistance when needed. By focusing on advanced tools and systems, we strive to address the root causes of customer problems, ultimately providing a level of service that exceeds expectations. We are seeking a highly skilled Group Product Manager to lead and drive our mission of continuous improvement and unparalleled customer service.
As a Group Product Manager for Customer Service Intelligence, you will play a pivotal role in defining and executing the vision, strategy, and roadmap for our customer service initiatives. You will collaborate with cross-functional teams, analyze customer data, and employ advanced technologies to create innovative solutions that address the root causes of customer issues.
Key Responsibilities
A. Vision and Strategy:
• Define and own the vision, strategy, goals, and roadmap for the Coupang Customer Service Intelligence.
• Develop a deep understanding of customer needs by analyzing Voice of the Customer (VOC) and leveraging analytics to identify opportunities for enhancing customer experiences.
B. Product Development:
• Own end-to-end features and experiments, including creating detailed product and business requirements, guiding design and technical direction, and driving cross-functional execution.
• Implement data-driven decision-making through growth experiments, A/B tests, and funnel analyses to drive measurable business impact.
C. Collaboration:
• Collaborate with CS Ops, Category teams, Supply Chain, and other product teams to develop and execute go-to-market strategies and major product initiatives.
• Drive alignment with stakeholders, including executives, business leaders, product, operations, and engineering teams.
D. Continuous Improvement:
• Drive initiatives to ensure the best-in-class customer experience, focusing on resolving customer problems at the first contact.
• Collaborate with the CS Engineering Team to build customer-facing self-service products and tools for efficient customer service associates.
E. Qualifications:
• 7-12+ years of product management or related industry experience, preferably in consumer products and at a fast-paced tech startup.
• Strong analytical thinker with a proven track record of data-driven decision-making and measurable business impact.
• Experience working in a technical environment with cross-functional teams to drive product vision, requirements, and execution.
• Deep customer empathy, attention to detail, and a bias for action with a sense of urgency.
• Strong verbal and written communication skills in English; fluency in Korean is a plus.
Preferred Qualifications
• E-commerce customer service experience.
• Experience launching consumer-facing mobile products.
• Experience working with teams across different geographies.
• Knowledge of distributed systems, big data, machine learning, NLP, and information retrieval.
• Start-up experience.
• Bachelor's degree (or foreign degree equivalent) in Computer Science, Engineering, Information Systems, Analytics, Mathematics, Physics, Applied Sciences, or a related field.
