Manager, Seller Service (Training Manager)

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.

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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

Position:ManagerSellerService(TrainingManager)

Role Overview:

We are seeking a highly motivated Training Manager who is obsessed with seller experiences and possesses a Day 1 mindset. This isnt just about training delivery; its about designing for scale and measuring for impact. You will own the end-to-end educational ecosystem and ensure that our internal consultants and third-party (OSP) partners are equipped to provide outstanding service while maintaining operational efficiency. You will raise the bar for seller experience by using data-driven insights to identify performance gaps and implement scalable high-efficiency learning solutions. You will be expected to break the trade-off between training quality and operational productivity ensuring our consultants are equipped to WoW our customers while maintaining peak operational efficiency.

Key Responsibilities

• Strategy & Roadmap:Design and execute the long-term L&D strategy for Seller Support ensuring alignment with Coupangs rapid business expansion in Taiwan.
• Curriculum Architecture:Responsible for the design creation audit and maintenance of all training content. You will ensure materials are living documents that iterate based on process changes.
• Digital Transformation:Lead the shift from traditional classroom training to high-efficiency E-learning and Just-in-Time learning modules to minimize operational downtime.
• Data-Driven Intervention:Deep-dive into operational metrics (CSAT QA scores AHT) to identify root causes of errors and design targeted training interventions that deliver measurable ROI.
• Performance Analytics:Build 360-degree feedback loops and analytics to measure the seller-support knowledge journey. Provide regular reporting on training effectiveness against organizational goals to senior stakeholders.
• Stakeholder Management:Partner with Ops Leaders and Product teams to translate complex policy changes into simple actionable training for consultants.
• Leadership:Manage and coach a lean high-performing team. You are responsible for their performance outcomes and the quality of the content they produce.

Essential Qualifications:

Seniority:5 years of experience in L&D Corporate Training or Operational Excellence with at least 2 years in a management/leadership role.

Industry:Proven track record preferably in BPO high-volume Call Center environments and or Supply Chain.

Data Literacy:Strong ability to use Excel (Pivot tables VLOOKUP) and data visualization to justify training needs and show results.

Educational Technology:Experience with Learning Management Systems (LMS) and E-learning content creation (Articulate Captivate or similar) Microsoft Powerpoint Adobe Suite for video production is preferred though not mandatory.

Communication: Fluent in English and Mandarin. Ability to Disagree and Commit while maintaining strong cross-functional relationships and Influence without Authority.

Remuneration

Salaryisnegotiable(inaccordancewithregulationstheregularmonthlysalaryisaboveNT$40000).

RecruitmentProcessandOthers

RecruitmentProcess

ApplicationReview-PhoneInterview-Onsite(orVirtualOnsite)InterviewOffer

Theexactnatureoftherecruitmentprocessmayvaryaccordingtothespecificjobandmaybechangedduetoschedulingorothercircumstances.

Interviewschedulesandtheresultswillbeinformedtotheapplicantviathee-mailaddresssubmittedattheapplicationstage.

DetailstoConsider

Thisjobpostingmaybeclosedpriortothestatedenddateforapplicationifallopeningsarefilled.

Coupanghastherighttorescindanofferofemploymentifacandidateisfoundtohavesubmittedfalseinformationaspartoftheapplicationprocess.

Thoseeligibleforemploymentprotection(recipientsofveteransbenefitsthedisabledetc.)mayreceivepreferentialtreatmentforemploymentinaccordancewithapplicablelaws.

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Manager