Tech Stack

Description

You will lead the intelligence engine for Coupang Taiwan's Post-Purchase Experience, CS Fraud, transforming massive datasets into actionable strategies to reduce return defects, fraud, optimize customer service efficiency, and improve customer experience. You will lead a team of analysts to bridge the gap between 'what happened' and 'what we should do next.'

Requirements

• 8+ years in Data Analytics, Business Intelligence, or Data Science (E-commerce or FinTech preferred)
• Expert proficiency in SQL and Python/R
• Deep experience with Tableau, PowerBI, or similar BI tools

Responsibilities

• Lead end-to-end analytics for Returns and CS lifecycle, identifying root causes for high return rates and proposing data-backed solutions
• Develop and oversee predictive models for return propensity and customer lifetime value
• Define and own North Star metrics for Taiwan CS organization (FCR, NPS, Cost per Contact)
• Act as strategic partner to PPE and Logistics teams, influencing product roadmap and operational SOPs
• Mentor and scale a team of high-performing data analysts