[L4] Assistant Manager, Quality Assurance

IP Operations Shift 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.

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 IP Operations Team serves as a strategicfirewalldedicated to preserving brand integrity and marketplace trust. We execute a dual-layered approachofproactive defense and forensic verification including IP Monitoring to remove counterfeits and Seller Gating to vet distribution channels. Our team also manageshigh-stakesAppeals and IPR enforcement conducting forensic audits of supply chain documentation to resolve disputes and mitigate legal risks.

As anIPOShift Manager you willbe responsible forthe daily execution of our Intellectual Propertyprotectionmission. Reporting to the IPOManager you will lead a team of agents in a fast-paced shift-based environment. Your goal is to ensure that every ticketwhether it is a counterfeit detection seller gating review or IPR reportis handled with precision speed and in full compliance with Coupangs standards. You are a coach a people manager and an operational expert.

What will you do

• People & Performance Management:Lead mentor and manage the daily performance of a team of agents. Conduct regular 1-on-1sidentifyperformance gaps and provide real-time coaching to improve accuracy and productivity.
• Shift & Resource Governance:Manage shift schedules to ensure 24/7 operational coverage including holiday planning and emergency backup coordination. Monitor real-time ticket queues to balance workload effectively across the team.
• Quality & SLA Oversight:Ensure the team consistently meets or exceeds Service Level Agreements (SLA). Conduct primary spot checks on high-risk cases (Seller Gating and Appeals) to ensure agents are following forensic protocols.
• Escalation Handling:Act as the first point of escalation for complex cases. Support agents in making tough callsregardinginventory deactivation or seller rejections.
• Process Feedback Loop:Identifyrecurring operational bottlenecks and provide feedback to the L5 Manager and Policy teams to refine Standard Operating Procedures (SOPs).

Essential Qualifications

• Experience:Minimum 23 years of experience in people management or team leadership within a contact center shared service or high-volume operations environment.
• Industry Knowledge:Basic understanding of Intellectual Property Rights (IPR) e-commerce compliance or risk management.
• Leadership:Proven ability to motivate a team and manage performance through data-driven coaching.
• Communication:Ability to translate complex instructions into clear actionable tasks for agents.
• Analytical Skills:Proficiencyin using Office Automation (OA) tools and Excel to track team metrics and generate shift reports.
• Resilience:Comfortable working in a high-pressure fast-paced environment with the flexibility to support rotating shifts ifrequired.

Extra Qualifications (Preferred)

• Forensic Mindset:Experience in document verification fraud detection or anti-money laundering (AML) is a strong plus.
• Technical Savvy:Familiarity with SQL or data visualization tools (PowerBI/Tableau) toassistinidentifyingteam performance trends.
• Continuous Improvement:Experience with Six Sigma Lean or other process improvement methodologies.
• Language:English or Korean speaking ability is a strong plus for cross-regional collaboration.

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.

Things 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.

Required Experience:

Manager