Description

We are leaders in last-mile delivery. We own the delivery process end-to-end, all the way to your doorstep, with our own fulfillment centers, trucks, and drivers. We operate the largest directly employed delivery fleet in Korea, and utilize our own proprietary software and custom-designed trucks. Our technology leverages machine learning to anticipate demand and forward deploy the inventory closer to customers for fast delivery nationwide. Our technology predicts and assigns the fastest and most efficient path for every order out of hundreds of millions of combinations of inventory, processing truck, and route options within seconds of the order being placed. Our operational infrastructure spans 40 million square feet and housing millions of products. This translates into 70% of the Korean population living within 7 miles of a Coupang logistics center. We added 15 million square feet of infrastructure in 2021, more than the infrastructure added in the preceding two years combined.

Today, millions of customers enjoy Dawn Delivery and Same-Day Delivery shipping options, free unlimited returns for 30 days, and Rocket Fresh groceries. Since its launch, Rocket Fresh has grown to become the leading nationwide online grocer. We also launched the largest purely logistics food delivery service in Korea with Coupang Eats, which leverages, in part, the technology and infrastructure that we built for Rocket Delivery. We believe the success of programs like Rocket Fresh and Coupang Eats demonstrates the power of our network to extend new offerings to our loyal customers.

In 2021, Coupang launched its quick commerce business in Japan and Taiwan. Now, with Quick Commerce, customers can have orders delivered to their doorsteps in a matter of minutes. These are the types of transformative innovations and “wow” experiences we aim to create for our customers, day in and day out. Coupang is a global company and we are committed to hiring and developing the best talent from Korea and around the world. Currently we have offices in Seoul, Shanghai, Beijing, Shenzhen, Hong Kong, Mountain View, Seattle, Riverside, Tokyo, Taipei, and Singapore.

Customer Experience Product

Our vision is to make Coupang the destination to find, explore, research, and buy any product. The Customer Experience Product team builds technology to create magical moments for our customers and ensuring an amazing shopping experience across all platforms. We are obsessed about improving every step of the conversion funnel, from the moment Customers sign up for a new account to finding the product they’re looking for and completing the purchase.

The Role

You will be responsible for leading our biggest and most complex Customer Experience initiatives from inception to delivery.

For each initiative, you will work directly with Coupang leadership team to define the strategy and then lead cross-functional teams including business and tech resources. You will be responsible for the success of the entire program and the achievement of the business goal/s.

Key Responsibilities

Responsibilities will include, but not be limited to, the following:

Engage directly with customers to clarify their top problem and identify the primary root causes;
Define the vision, strategy and success metrics to help solve the identified problems;
Prioritize and create the product roadmap, considering the necessary trade-offs and optimizing for the best customer experience;
Identify the resources necessary to solve the Customer problems, onboard them into the cross-functional team, and rally them behind your vision;
Lead the product implementation to achieve our business goal while meeting a high- quality bar;
Drive alignment with stakeholders and senior leadership and provide regular updates on the initiative(s) you’re

Key Experience

Successful track record of developing innovative new products from 0 to 1, and taking them to market, for a tier 1 technology
Demonstrated experience working directly with C-Suite of large tech companies (500+ employees) and driving alignment with a variety of
Ability to think strategically and at the same time stay on top of tactical execution in an agile environment with a rapid iteration
Not afraid of making decisions and taking calculated
Track record of using data and quantitative research methodologies to inform decision-making across the entire product design process/
Experience working with multiple teams across different
Domain expertise in consumer tech and ecommerce (preferred).
Experience doing customer research including Usability Testing & Interviews (preferred).

Traits and Competencies

Analytical thinker who works well in a global, fast-paced, data-driven, cross-functional, and highly ambiguous entrepreneurial
Bias for action and willingness to get your hands dirty to get the job
Sound business judgment and proven ability to effectively communicate and influence others, including executive level
Ability to think strategically and at the same time stay on top of tactical execution in an agile

Skills and Qualifications

Bachelor's degree in Computer Science, Software Engineering, or equivalent practical experience (preferred).
8+ years of experience in Product Management
Excellent written and verbal communication skills in

Recruitment Process and Others

Recruitment Process

Application Review - Phone Interview - 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.
Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants.

Privacy Notice

Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below.
https://privacy.coupang.com/ko/land/jobs/ (Korea)

Document Return Policy

This notification is given pursuant to Article 11 (6) of the Fair Hiring Procedure Act.
A job applicant, who has applied but not been finally selected for a position at Coupang (the “ Company ”), may request the Company to return his/her hiring documents submitted pursuant to the Fair Hiring Procedure Act. However, this will not apply where the hiring documents were submitted via the website of the Company or e-mail, or where the job applicant submitted those documents voluntarily without a request from the Company. In addition, if the hiring documents were destroyed due to a natural disaster or any other reasons not attributable to the Company, such documents will be deemed to have been returned to the job applicant.
A job applicant who wishes to request the return of his/her hiring documents pursuant to the main sentence of paragraph 2 above should fill out a “Request for Return of Hiring Documents” [Annex Form No. 3 in the Enforcement Rule of the Fair Hiring Procedure Act] and submit the request to the Company by email ( recruitingops@coupang.com ) In such case, within fourteen (14) days from the date of identifying the receipt of the request, the Company will send the hiring documents to the job applicant’s designated address via registered mail. Please be informed that the job applicant is required to pay the postage on the registered mail.
In preparation for a job applicant’s request for the return of hiring documents pursuant to the main sentence of paragraph 2 above, the Company shall retain the original hiring documents submitted by the job applicant for 180 days from the completion of the recruiting process. If no request is made until the end of this period, all of his/her hiring documents will be destroyed immediately in accordance with the Personal Information Protection Act.

Equal Opportunities for All

Coupang is an equal opportunity employer. Our unprecedented success could not be possible without the valuable inputs of our globally diverse team.