Coupang TW] Sr.Manager, Marketplace Operation & Seller Success

Taipei City
Permanent
Full-time

2 months ago

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 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 Coupang's expansion in Taiwan. This is an exceptional opportunity to become a part of Coupang's growth in Taiwan and create a world where our customers wonder, “How did I ever live without Coupang?”Role OverviewAt Coupang, we deliver superior product selection for customers without compromising seller convenience. This role is responsible for managing core catalog operations related to Coupang's retail and 3P (Third Party) products, including the registration, editing, and deletion of catalog information, as well as training of team members (Operators).The Voice of Seller (VOS) team serves as the primary point of contact for catalog-related inquiries from sellers. We work closely with cross-functional teams such as Engineering and Customer Support to continuously improve the quality of Coupang's product catalog. By setting and adhering to SLAs (Service Level Agreements), we ensure timely and accurate responses to sellers. In addition to handling inquiries, we identify root causes of recurring issues and escalate them to the relevant departments to drive permanent resolutions and prevent future occurrences.What You Will Do

Conduct root cause analysis on catalog-related issues reported by sellers
Enhance customer shopping experience through Buybox configuration for key products and support for special projects
Identify and communicate system error improvement requests to relevant teams to prevent recurrence
The goal can be proposed for a specific process, and achieves goals with perfection when a clear goal is given as a team.
Lead regular communication with upper-level managers, and work by involving various functions in the business.
In connection with the team's goals and direction, and leads process improvements that has a big impact on the team.

Basic Qualifications

Chinese Traditional Language Available
Who is proficient in using Excel or has experience in various data analysis
Who has experience in managing a team as a manager
Experience in seller or customer consulting
Strong understanding of e-commerce business models
Excellent communication and negotiation skills when collaborating with internal stakeholders

Preferred Qualifications

Bilingual proficiency in English or Korean
Experience using Zendesk or similar customer service platforms

Office Location: TPE2 (105402台北市台北市松山區民生東路３段１５６號１９樓之１～６台灣)Recruitment Process and OthersRecruitment 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.
Those eligible for employment protection (recipients of veteran's benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.

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