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Process Innovation (Control Tower)

Location Seoul, South Korea


Company Introduction 

We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did we ever live without Coupang?” Born out of an obsession to make shopping, eating, and living easier than ever, we’re collectively disrupting the multi-billion-dollar e-commerce industry from the ground up. We are one of the fastest-growing e-commerce companies that established an unparalleled reputation for being a dominant and reliable force in South Korean commerce. 

We are proud to have the best of both worlds — a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been at since our inception. We are all entrepreneurial surrounded by opportunities to drive new initiatives and innovations. At our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact. At Coupang, you will see yourself, your colleagues, your team, and the company grow every day.  

Our mission to build the future of commerce is real. We push the boundaries of what’s possible to solve problems and break traditional tradeoffs. Join Coupang now to create an epic experience in this always-on, high-tech, and hyper-connected world. 


Role Overview

Control tower team is a central function and a nerve center responsible for driving End to End supply chain with a focus on key operational metrics related to service performance.

The team will have a hawk’s eye on operations and lead decision making by proactively predicting, build avoidance/resilience and mitigate service risks if any. They will act as custodian of customer experience and help build visibility for leadership and own RCA / problem solving issues.


What You Will Do

Incumbent will be responsible for managing Control tower operations as mentioned below.

  • Develop & Monitor comprehensive performance dashboard of lead indicators for Asset (FC, Hubs etc.)
  • Assess service risks and deploy levers to avoid or mitigate to deliver best-in-class customer experience (speed and reliability)
  • Build and update playbooks to deliver service recovery with changing scenarios and scaling business for internal and external supply chain / business events
  • Program manage with cross functional stakeholders to problem solve major issues
  • Anchor all major peak events, track readiness across assets and manage event performance on service, speed and cost
  • Automation of Control tower monitoring and recovery lever execution at scale (Cockpit)
  • Contribute to core product design and upgrades to improve supply chain reliability/speed
  • Develop improvement road map for Service metrics like OOS, NYS, ExSD, CPT miss etc.
  • Deploy Predictive Analytics and Set Processes for effective management of CT operations 


Basic Qualifications

  • 7 to 10+ years of work experience in logistics, manufacturing, production management, distribution management, business analysis or any similar area
  • in supply chain management, Logistics, Engineering, Operations Research or equivalent area preferred
  • Business Fluent English Skill
  • Resume in English is required



[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.    
  • Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants. 
  • Job titles and responsibilities may be subject to change depending on the candidate’s overall experience, etc. This will be communicated to the candidate at the appropriate time before the offer.


Privacy Notice 

  • Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located  


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 (Coupang Recruiting Team, Tower 730, 570 Songpa-daero, Songpa-gu, Seoul). 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. 

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