Manager, Quality Assurance (Andon Operations Manager)
Manager, Quality Assurance (Andon Operations Manager)
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Salary Not Disclosed
1 Vacancy
Job Description
Company Introduction
Coupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door.
Our services in Taiwan include Rocket Delivery which offers next-day delivery for a wide selection of items at affordable prices Rocket Oversea which offers free international delivery on millions of best-selling products from Korea the U.S. and beyond.
RoleOverview
WeareactivelyrecruitinganOperationsManagertoleadtheAndonOperationsTeamateamfocusingonhandlingescalatedcustomercomplaintsparticularlythoseinvolvingdefectiveorproblematicproductswiththegoalofcontinuouslyimprovingthecustomerexperience.
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TheAndonOperationsManagerisresponsibleforreviewingCoupangscustomerexperiencemanagementandAndonteamprocessoptimizationinvestigatingtherootcausesofproductqualityissuesanddrivingtimelyimprovements.
KeyResponsibilities:
SuperviseandsupportateamofAndonteamspecialiststoensuretimelyandeffectivecaseresolution.
Monitorteamperformanceandprovideregularfeedbackcoachingandtraining.
Analyzeperformancemetricsandimplementstrategiesforcontinuousimprovement.
Collaboratewithotherdepartmentstostreamlineprocessesandenhancethecustomerexperience.
Prepareandpresentperformancereportstoseniormanagement.
Qualifications:
Minimum3yearsofexperiencemanagingacustomerserviceteampreferablyinanonlineordigitalenvironment.
ProficiencyinEnglishbothwrittenandverbalisessential.
Strongleadershipandinterpersonalskillswiththeabilitytomotivateanddevelopteammembers.
Excellentproblem-solvingskillsandtheabilitytoremaincalmunderpressure.
Strongorganizationalandtimemanagementskills.
PreferredQualifications:
Experienceworkinginaremoteorhybridteamenvironment.
FamiliaritywithKPIssuchasAHTSLAQAandotherproductivityorqualitymetrics.
Experience with customer service tools and platforms (e.g. Zendesk WMS Salesforce).
RecruitmentProcessandOthers
RecruitmentProcess
- ApplicationReview-PhoneInterview-Onsite(orVirtualOnsite)InterviewOffer
- Theexactnatureoftherecruitmentprocessmayvaryaccordingtothespecificjobandmaybechangedduetoschedulingorothercircumstances.
- Interviewschedulesandtheresultswillbeinformedtotheapplicantviathee-mailaddresssubmittedattheapplicationstage.
DetailstoConsider
- Thisjobpostingmaybeclosedpriortothestatedenddateforapplicationifallopeningsarefilled.
- Coupanghastherighttorescindanofferofemploymentifacandidateisfoundtohavesubmittedfalseinformationaspartoftheapplicationprocess.
- Thoseeligibleforemploymentprotection(recipientsofveteransbenefitsthedisabledetc.)mayreceivepreferentialtreatmentforemploymentinaccordancewithapplicablelaws.
PrivacyNotice
- YourpersonalinformationwillbecollectedandmanagedbyCoupangasstatedintheApplicationPrivacyNoticelocatedbelow: Experience:
Manager
Employment Type
Full Time
