Senior Program Management Specialist (Customer Service)

Taipei City - Taiwan

Monthly Salary: Not Disclosed

Posted on: 6 hours ago

Vacancies: 1 Vacancy

Job Summary

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.

We are looking for talents to help us lead Coupangs expansion in Taiwan. This is an exceptional opportunity to become a part of Coupangs growth in Taiwan and create a world where our customers wonder How did I ever live without Coupang

Role Overview

The Customer Service (CS) Program Team is looking for a proactive Data & Insights Analyst to transform raw customer service data into actionable insights that drive process excellence and immediate problem-solving. This role is a critical link between complex data sets and the operational strategies managed by the Program Team. Leveraging your skills in data querying visualization and statistical analysis you will directly influence improvements in CS efficiency customer experience and the design of short-term solutions to system issues. You will be instrumental in defining what happened and why it happened allowing the leadership to define what we do next.

What You Will Do

Reporting & Visualization:

Design develop and maintain automated data dashboards (using Tableau Power BI and Zendesk Explore etc) to track key CS metrics including CSAT Resolution Time and backlog volume.
Ensure data accuracy and integrity across all CS-related reporting and data sources.

Deep-Dive Analysis & Problem Solving:

Conduct in-depth diagnostic analysis using statistical methods to identify the root causes of poor performance unusual traffic spikes or systemic process bottlenecks within CS operations.
Provide immediate data-backed evidence to the Program Team to support the design of short-term tactical solutions to system or operational disruptions.

Process Improvement & Optimization:

Translate data findings into concrete process optimization proposals and business requirements for long-term system fixes.
Quantify the potential impact of proposed process changes before implementation and measure the success of implemented programs afterward.
Utilize advanced querying and scripting tools (eg. SQL Zeppelin) to extract transform and load complex data from various operational systems for custom analysis.

Communication & Storytelling:

Translate complex analytical results into clear concise and compelling narratives and presentations for both technical and non-technical stakeholders.

Basic Qualifications

Bachelors degree in a quantitative field (e.g. Data Science Statistics Mathematics Economics or Business with a heavy analytical focus).
Minimum of 3 years of experience in a Data Analyst or Business Intelligence role preferably within an operations customer service or e-commerce environment.
Proven expertise in SQL for complex data querying and manipulation.
Strong proficiency with at least one major BI visualization tool: Tableau or Power BI.
Demonstrated ability to perform root cause analysis on operational data.
Exceptional analytical and problem-solving skills with a focus on delivering actionable recommendations rather than just reports.

Preferred Qualifications

Domain Knowledge: Previous experience working within a high-volume Customer Service/Customer Success environment is a strong plus.
Business Acumen: Experience or ability to quickly grasp the principles of process design program management and business case development.
Communication: Proven experience presenting data findings to executive or senior leadership audiences.

Recruitment Process and Others

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 veterans benefits the disabled etc.) may receive preferential treatment for employment in accordance with applicable laws.

Privacy Notice

Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below: Experience:
Senior IC

Company IntroductionCoupang 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 ...