Senior Manager, Data Analysis (Returns & Customer Service)

Taipei City - Taiwan

Monthly Salary: Not Disclosed

Posted on: 15 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

As the Senior Manager of Data Analytics you will lead the intelligence engine for Coupang Taiwans Post-Purchase Experience CS & Fraud. You will transform massive datasets into actionable strategies that reduce return defects fraud optimize customer service efficiency and identify opportunities to improve return customer experience. You will lead a team of analysts to bridge the gap between what happened and what we should do next.

What You Will Do

Strategic Insights: Lead the end-to-end analytics for the Returns and CS lifecycle. Identify root causes for high return rates (e.g. sizing issues logistical damage or fraud) and propose data-backed solutions.
Predictive Modeling: Develop and oversee models to predict return propensity and customer lifetime value (CLV) helping the business proactively manage risk.
Performance Measurement: Define and own the North Star metrics for the Taiwan CS organization including First Contact Resolution (FCR) Net Promoter Score (NPS) and Cost per Contact.
Stakeholder Influence: Act as a strategic partner to the PPE (Process Policy & Engineering) and Logistics teams using data to influence the product roadmap and operational SOPs.
Team Leadership: Mentor and scale a team of high-performing data analysts fostering a culture of technical excellence and business-first thinking.
Dashboarding & Automation: Transition the organization from manual reporting to real-time automated BI solutions (Tableau/Looker) that empower regional leads

Basic Qualifications

Experience8 years in Data Analytics Business Intelligence or Data Science (E-commerce or FinTech preferred).
Technical StackExpert proficiency in SQL and Python/R. Deep experience with Tableau PowerBI or Looker Prompt engineering usage for LLMs for analytics.
Statistical SkillsStrong grasp of A/B testing regression analysis and hypothesis testing.
Leadership3 years of experience managing direct reports and leading cross-functional projects.
CommunicationAbility to translate data-speak into executive-level narratives in both English and Mandarin.

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

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Senior Manager

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 ...