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Senior Principal/Director, Retail Program Management
full-time•Taipei City
About this role
<p><span data-contrast="none">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> <br><br><span data-contrast="none">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.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":6,"335551620":6,"335559738":0,"335559739":0}"> </span></p>
<p><span data-contrast="none">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, “Ho</span><span data-contrast="auto">w did I eve</span><span data-contrast="none">r live without Coupang?”</span></p>
<p><strong>Senior Principal/Director, Retail Program Management</strong></p>
<p>This role in the Retail Program Management team is vital in achieving best-in-class customer experience and operational excellence at Coupang. This role involves designing and implementing impactful processes and initiatives that span across various business and functional areas within Coupang. The person will dive into new business areas, lead market and customer research, conduct ROI analysis, and gather requirements for process improvements. By continually improving both supplier and internal processes, this role aims to identify defects and drive strategic recommendations that align with Coupang’s corporate goals and objectives.</p>
<p><strong>What will you do:</strong></p>
<p>Customer-Focused Innovation:</p>
<ul>
<li>Drive an exceptionally high level of customer focus, exploring new initiatives that enhance customer satisfaction and experience.</li>
<li>Demonstrate the ability to dive deep into understanding Coupang’s products, competitive landscape, and customer expectations to identify areas for growth.</li>
</ul>
<p>Operational Diagnosis and Process Improvement:</p>
<ul>
<li>Dive deep into operational processes to diagnose defects, identify improvement opportunities, and develop recommendations for future-state processes.</li>
<li>Lead process improvement efforts to streamline operations, increase efficiency, and validate improvement initiatives to ensure measurable impact.</li>
<li>Utilize PM methodologies to optimize processes and support continuous improvement.</li>
</ul>
<p>Project Leadership and Execution:</p>
<ul>
<li>Lead and guide project teams across various business lines, ensuring alignment on program goals and efficient execution.</li>
<li>Oversee the planning, design, and delivery of strategic initiatives, monitoring project progress and reporting results to senior management.</li>
<li>Establish and monitor success metrics, tracking project outcomes and adjusting approaches to ensure impactful results.</li>
</ul>
<p>Data-Driven Decision Making and Performance Tracking:</p>
<ul>
<li>Leverage data to make informed decisions, track program performance, and identify areas for improvement.</li>
<li>Develop robust reporting systems and dashboards to provide insights to stakeholders and drive accountability.</li>
<li>Utilize customer feedback, market trends, and A/B testing to refine program initiatives and meet evolving business needs.</li>
</ul>
<p>Cross-Functional Collaboration and Program Development:</p>
<ul>
<li>Partner with senior business leaders across Coupang to design and implement programs that drive operational and customer experience goals.</li>
<li>Communicate findings effectively, ensuring actionable insights are followed through and fostering adoption through KPI-driven management.</li>
<li>Guide and support cross-functional teams in planning, designing, and executing end-to-end programs and processes.</li>
</ul>
<p><strong>Essential Qualifications: </strong></p>
<ul>
<li>15-20+ years of experience in program management, operations, or retail, with a strong focus on customer experience and process improvement.</li>
<li>Demonstrated ability to lead complex, cross-functional projects and work effectively with senior stakeholders.</li>
<li>Strong analytical skills and experience using data-driven insights to inform decision-making and track program success.</li>
<li>Familiarity with program management tools and process improvement methodologies</li>
<li>Excellent communication and interpersonal skills, with a track record of influencing and leading cross-functional teams.</li>
<li>Experience in a fast-paced, high-growth retail or e-commerce environment preferred.</li>
</ul>
<p><strong><span data-contrast="none">Recruitment Process</span></strong><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></p>
<ul>
<li><span data-contrast="none">Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li>
<li><span data-contrast="none">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><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li>
<li><span data-contrast="none">Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li>
</ul>
<p><strong><span data-contrast="none">Things to Consider</span></strong><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></p>
<ul>
<li><span data-contrast="none">This job posting may be closed prior to the stated end date for application if all openings are filled.</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li>
<li><span data-contrast="none">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><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li>
<li><span data-contrast="none">Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants.</span><span data-ccp-props="{"201341983":0,"335559740":259}"> </span></li>
</ul>
What you'll do
- The role involves designing and implementing processes to enhance customer experience and operational excellence. It requires leading project teams, conducting market research, and driving strategic recommendations aligned with corporate goals.
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 Senior Principal/Director, Retail Program Management do at Coupang?
As a Senior Principal/Director, Retail Program Management at Coupang, you will: the role involves designing and implementing processes to enhance customer experience and operational excellence. It requires leading project teams, conducting market research, and driving strategic recommendations aligned with corporate goals..
Is the Senior Principal/Director, Retail Program Management position at Coupang remote?
The Senior Principal/Director, Retail Program Management 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 Senior Principal/Director, Retail Program Management position at Coupang?
You can apply for the Senior Principal/Director, Retail Program Management position at Coupang directly 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.