[Coupang] Rocket Jikgu CS Program Planning & Operations (7+ years of experience)

Company Introduction

Coupang exists to realize customer amazement. We know we are fulfilling our mission when customers say, "How did I live without Coupang?" With the sole obsession of making customers' shopping, dining, and overall lives more convenient, Coupang is leading innovation across the multi-billion dollar e-commerce industry. As one of the fastest-growing e-commerce companies, Coupang has established an unrivaled position and built customer trust within the domestic commerce industry.

Coupang prides itself on being a large-scale global listed company based on a startup culture. This is our growth engine, allowing us to maintain the agility of our founding days while constantly launching new services and expanding our business. Every Coupang employee is given the opportunity to possess an entrepreneurial spirit and drive new innovations and initiatives. The boldness to dive into work without hesitation to achieve results is the very essence of how Coupang works. At Coupang, you will witness yourself, your colleagues, your team, and the entire company growing every single day.

Every Coupang employee is sincere about Coupang's mission to create the future of commerce. We solve customer problems, challenge traditional ideas and common sense, and push past achievable limits. If you desire an amazing work experience in an always-on, high-tech, and hyper-connected world, join Coupang right now.

Team Introduction

The Jikgu CS Program Management team operates with the goal of improving customer service quality and enhancing customer satisfaction from the customer's perspective. Based on customer response and VOC analysis, we identify opportunities to improve the customer experience and propose new customer service processes and operational methods. Additionally, we collaborate closely with business units, operations organizations, and global partners to preemptively resolve issues occurring at customer touchpoints and provide stable services. To support the successful settlement of new businesses, we manage customer touchpoint channels and build CS policies and operational systems suitable for the expanding business.

Job Description

Customer Issue Management

• Quickly identify and resolve customer issues through Rocket Jikgu FEM tickets
• Perform Root Cause Analysis on customer complaints and operational issues

VOC Analysis & Customer Experience Improvement

• Derive customer experience improvement tasks by analyzing customer VOC and operational data
• Drive customer satisfaction improvement in collaboration with Business Partners such as Product, Operations, and Logistics

CS Knowledge Management

• Build a knowledge system so that consultants can respond to customers quickly and accurately
• Manage CS policies, FAQ, guidelines, and SOP

Program & Process Management

• Review CS impact following the expansion of new businesses and services
• Support the development of relevant SOP (Standard Operating Procedure) and operational stabilization
• Lead and manage improvement tasks on a project and program unit

Qualifications

• Holder of a Bachelor's degree or higher
• 7+ years of experience in Customer Service, Program Management, Operations, or related fields
• Experience leading operational improvements and projects while collaborating with various stakeholders in a large-scale corporation or complex organizational environment
• Business-level English communication skills
• Data analysis and problem-solving skills (SQL proficiency preferred)
• Experience leading new process establishment, SOP establishment, or operational improvement projects

Preferred Qualifications

• Experience utilizing AI-based analysis and task automation
• Experience working in the E-commerce, Marketplace, or Tech industry

Selection Process & Information

Selection Process

Document Screening - Job Fit Interview - Core Competency Interview – Final Offer

The selection process may vary by job and may change depending on the schedule and circumstances.

The selection schedule and results will be individually guided via the email address registered in your application.

Notes

This job posting may close early once recruitment is completed.

If there are any false statements in the application, the offer may be canceled.

Job applicants eligible for employment protection (veterans, persons with disabilities, etc.) may receive preferential treatment in recruitment according to relevant laws.

Job title and scope of responsibilities may change considering the candidate's overall career, experience, and other circumstances. If such changes are necessary, the candidate will be communicated with at an appropriate time before the final offer notification.

Recruitment may be restricted if the legally required qualifications for recruitment and job performance are not met.

The employment type is regular full-time, including a 12-week probationary period. However, if necessary for business reasons, the aforementioned probationary period may not be applied, or may be shortened or extended.

Privacy Policy

Coupang Group collects and processes your personal information in accordance with the Applicant Privacy Policy (link below). https://www.coupang.jobs/kr/privacy-policy/

Document Return Policy

This notice is in accordance with Article 11, Paragraph 6 of the 『Act on the Fairness of the Recruitment Process』.

We inform job applicants who have applied for our recruitment but were not ultimately successful that they may request the return of submitted recruitment documents in accordance with the 『Act on the Fairness of the Recruitment Process』. However, this does not apply if the documents were submitted via a website or email, or if the applicant submitted them voluntarily without our request; furthermore, if recruitment documents are lost due to natural disasters or other reasons not attributable to the company, they shall be deemed returned.

According to the main text of Paragraph 2 above, a job applicant requesting the return of recruitment documents must complete the Recruitment Document Return Request Form [Attachment No. 3 of the Enforcement Rule of the Act on the Fairness of the Recruitment Process] and submit it via email ( recruitingops@coupang.com ). Upon confirmation of submission, the documents will be sent to the designated address via registered mail within 14 days from the date of confirmation. Please note that the registered mail fee will be borne by the recipient.

In preparation for return requests by job applicants under the main text of Paragraph 2, the company will keep the original recruitment documents submitted by the applicant for 180 days from the date the recruitment decision is finalized. If no request for the return of recruitment documents is made by that time, all recruitment documents will be destroyed without delay in accordance with the 『Personal Information Protection Act』.

However, the contents of Paragraphs 1 through 4 apply only when the labor-related laws of the Republic of Korea are applicable. They do not apply in other cases.