Senior CS Program Manager (TW CS Program Management)

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?” The Customer Service Program Team is looking for an autonomous Senior CS Program Manager to serve as a critical gatekeeper and master process architect for frontline operations. Operating with minimal oversight, you will take full ownership of designing end-to-end operational systems, leading project timeline management, and converting complex business goals into scalable workflows. You possess an exceptional ability to analyze complex data and rapidly translate insights into high-impact operational actions. When unexpected system outages or cross-functional crises arise, you will provide decisive leadership and engineer resilient, risk-mitigated workaround solutions. Ultimately, your mission is to optimize CS internal service workflows for maximum efficiency, preserve an exceptional customer experience, and ensure every launch is delivered on time with a flawless operational framework. What You Will Do - Architect Scalable Workflows: Design and own the multi-quarter process architecture roadmap for CS frontline operations, transforming complex, fragmented workflows into scalable, standardized enterprise frameworks. - High-Velocity Data-to-Action: Build proactive analytics mechanisms to monitor operational health. Rapidly synthesize raw metrics, agent friction points, and customer feedback into immediate, actionable countermeasures. - Fail-Safe Workarounds: Autonomously design, test, and deploy instant workaround solutions in a short period of time, ensuring frontline operations maintain continuity without sacrificing customer experience. - Cross Functional Stakeholder Alignment: Outstanding communication and storytelling skills, capable of influencing cross-functional leadership and driving organizational change. Essential Qualifications - Require 8 years working experience - Proven experience in establishing and optimizing large-scale operational processes. - Strong ability to define and use performance metrics to identify areas for improvement and measure optimization success. - Ability to thrive in a dynamic, fast-paced environment and manage multiple priorities effectively. 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. Details 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. - Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.