💼 About This Role

You'll centrally manage major customer incidents for Coupang Taiwan, coordinating cross-functional teams to ensure consistent responses. Your impact will drive systemic improvements that reduce recurrence and enhance customer trust. This role combines incident program management with root cause analysis.

🎯 What You'll Do

• Manage major customer incidents as core incident and program manager.
• Coordinate cross-functional resources and decision-making for high-risk situations.
• Establish standardized incident handling frameworks and SOPs.
• Lead root cause analysis and design prevention initiatives.
• Drive process and governance improvements from incident learnings.

📋 Requirements

• Bachelor's degree in business, marketing, data analytics, or related field.
• 5+ years in customer experience, service, operations, or incident analysis.
• Strong analytical skills with ability to conduct deep-dive problem analysis.
• Proficiency in data analysis tools and incident analysis methodologies.

✨ Nice to Have

• Master's degree in a related field.
• Experience handling complex complaints or escalations.
• Familiarity with Zendesk, BTS, Power BI.
• Experience in e-commerce or high-growth environments.

🎁 Benefits & Perks

• 🏖️ Paid Time Off
• 💼 Health Insurance
• 📈 Career Development
• 🍱 Meal Allowances
• 🚌 Transportation Support

📨 Hiring Process

Estimated timeline: 2-4 weeks

1. 1Application Review· 1 week
2. 2Phone Interview· 30 min
3. 3Onsite Interview· 2 hours
4. 4Offer· 1 week