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[L4] Assistant Manager, Quality Assurance
full-time•Taipei City
About this role
<p><span style="font-weight: bold;">IP Operations Shift Manager</span> </p>
<p><span style="font-family: system-ui;">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.</span><span style="font-family: WordVisiCarriageReturn_MSFontSe;"> </span></p>
<p>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. </p>
<p>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?” </p>
<p><span style="font-weight: bold;">Role Overview</span> </p>
<p>The IP Operations Team serves as a strategic firewall dedicated to preserving brand integrity and marketplace trust. We execute a dual-layered approach of proactive defense and forensic verification, including IP Monitoring to remove counterfeits and Seller Gating to vet distribution channels. Our team also manages high-stakes Appeals and IPR enforcement, conducting forensic audits of supply chain documentation to resolve disputes and mitigate legal risks. </p>
<p><span lang="en-US">As an </span><span lang="en-US" style="font-weight: bold;">IPO</span><span lang="ja"> </span><span lang="en-US" style="font-weight: bold;">Shift Manager</span><span lang="en-US">, you will be responsible for the daily execution of our Intellectual Property protection mission. Reporting to the IPO Manager, you will lead a team of agents in a fast-paced, shift-based environment. Your goal is to ensure that every ticket—whether it is a counterfeit detection, seller gating review, or IPR report—is handled with precision, speed, and in full compliance with Coupang’s standards. You are a coach, a people manager, and an operational expert. </span></p>
<p><span style="font-weight: bold;">What will you do?</span></p>
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<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">People & Performance Management:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Lead, mentor, and manage the daily performance of a team of agents. Conduct regular 1-on-1s, identify performance gaps, and provide real-time coaching to improve accuracy and productivity. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Shift & Resource Governance:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Manage shift schedules to ensure 24/7 operational coverage, including holiday planning and emergency backup coordination. Monitor real-time ticket queues to balance workload effectively across the team. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Quality & SLA Oversight:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Ensure the team consistently meets or exceeds Service Level Agreements (SLA). Conduct primary spot checks on high-risk cases (Seller Gating and Appeals) to ensure agents are following forensic protocols. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Escalation Handling:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Act as the first point of escalation for complex cases. Support agents in making "tough calls" regarding inventory deactivation or seller rejections. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Process Feedback Loop:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Identify recurring operational bottlenecks and provide feedback to the L5 Manager and Policy teams to refine Standard Operating Procedures (SOPs). </span></li>
</ul>
<p><span style="font-weight: bold;">Essential Qualifications</span> </p>
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<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Experience:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Minimum 2–3 years of experience in people management or team leadership within a contact center, shared service, or high-volume operations environment. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Industry Knowledge:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Basic understanding of Intellectual Property Rights (IPR), e-commerce compliance, or risk management. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Leadership:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Proven ability to motivate a team and manage performance through data-driven coaching. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Communication:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Ability to translate complex instructions into clear, actionable tasks for agents. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Analytical Skills:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Proficiency in using Office Automation (OA) tools and Excel to track team metrics and generate shift reports. </span></li>
<li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span lang="en-US" style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Resilience:</span><span lang="en-US" style="font-family: Aptos; font-size: 12.0pt;"> Comfortable working in a high-pressure, fast-paced environment with the flexibility to support rotating shifts if required</span><span lang="ja" style="font-family: Aptos; font-size: 12.0pt;">.</span><span lang="en-US" style="font-family: Aptos; font-size: 12.0pt;"> </span></li>
</ul>
<p><span style="font-weight: bold;">Extra Qualifications (Preferred)</span> </p>
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<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Forensic Mindset:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Experience in document verification, fraud detection, or anti-money laundering (AML) is a strong plus. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Technical Savvy:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Familiarity with SQL or data visualization tools (PowerBI/Tableau) to assist in identifying team performance trends. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Continuous Improvement:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Experience with Six Sigma, Lean, or other process improvement methodologies. </span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Language:</span><span style="font-family: Aptos; font-size: 12.0pt;"> English or Korean speaking ability is a strong plus for cross-regional collaboration.</span></li>
</ul>
<p><span style="font-weight: bold;">Recruitment Process</span></p>
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<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: Aptos; font-size: 12.0pt;">Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer</span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: Aptos; font-size: 12.0pt;">The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.</span></li>
<li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-family: Aptos; font-size: 12.0pt;">Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.</span></li>
</ul>
<p><span style="font-weight: bold;">Things to Consider</span></p>
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<li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 12.0pt;">This job posting may be closed prior to the stated end date for application if all openings are filled.</span></li>
<li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 12.0pt;">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.</span></li>
</ul>
<p> </p>
What you'll do
- As an IPO Shift Manager, you will lead a team of agents to ensure the daily execution of Coupang's Intellectual Property protection mission. You will manage ticket handling related to counterfeit detection, seller gating reviews, and IPR reports with precision and compliance.
About Coupang
Coupang is a U.S.-based Fortune 150 tech company listed on the New York Stock Exchange (NYSE: CPNG) that provides retail, restaurant delivery, video streaming, and fintech services to customers around the world under brands that include Coupang, Coupang Eats, Coupang Play, and Farfetch. We help drive the sale of billions of dollars of American goods and agricultural products to South Korea, Taiwan, and 190+ countries and territories.
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Frequently Asked Questions
What does a [L4] Assistant Manager, Quality Assurance do at Coupang?
As a [L4] Assistant Manager, Quality Assurance at Coupang, you will: as an IPO Shift Manager, you will lead a team of agents to ensure the daily execution of Coupang's Intellectual Property protection mission. You will manage ticket handling related to counterfeit detection, seller gating reviews, and IPR reports with precision and compliance..
Is the [L4] Assistant Manager, Quality Assurance position at Coupang remote?
The [L4] Assistant Manager, Quality Assurance position at Coupang is based in Taipei City, Taiwan. Contact the company through Clera for specific work arrangement details.
How do I apply for the [L4] Assistant Manager, Quality Assurance position at Coupang?
You can apply for the [L4] Assistant Manager, Quality Assurance position at Coupangdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.