Sr. Program Management Specialist (Customer Experience)
- Taipei City
- Permanent
- Full-time
Coupang is reimagining the shopping experience with the goal of wowing each customer-from the moment they open the Coupang app to the instant their order arrives. In Taiwan, our services include Rocket Delivery, offering next-day delivery on a wide range of products, and Rocket Oversea, providing free international shipping on millions of best-selling items from Korea, the U.S., and beyond.
We are looking for a Program Manager to join our Customer Experience Design team and help drive Coupang's expansion in Taiwan. This is a unique opportunity to shape service excellence and deliver impactful programs that elevate the customer experience.What You Will Do
1. Project Management & Execution
- Lead cross-functional projects within the Operations scope
- Define goals, scope, milestones, and deliverables
- Ensure effective governance, documentation, and risk mitigation
- Coordinate with global teams for implementation and localization
- Serve as the operations liaison for product and feature initiatives
- Gather and prioritize business requirements
- Translate needs into clear specs for product and engineering teams
- Drive UAT planning and launch readiness
- Support GTM strategies for new features and operational changes
- Ensure operational readiness through structured planning
- Manage GTM checklists, timelines, and communications
- Conduct post-launch reviews and drive continuous improvement
- Facilitate regular syncs and reporting with internal teams
- Communicate timelines, risks, and updates transparently
- Align business priorities with operational execution
- Identify inefficiencies and propose scalable solutions
- Support change management for system/process updates
- Develop SOPs, workflows, and training materials
- Define success metrics and KPIs
- Conduct post-implementation reviews
- Provide ongoing reporting and insights to leadership
- 5+ years of experience in program/project management, preferably in operations or e-commerce
- Proven track record in cross-functional project execution
- Experience in product/feature coordination and GTM planning
- Strong communication and stakeholder engagement skills
- Analytical mindset with a focus on outcomes
- Familiarity with support platforms (e.g., Zendesk, Jira)
- Proficiency in English
- Project Management certifications (PMP, Agile, Scrum Master)
- Additional language skills
- 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.
- 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.