[Coupang] Program Manager (Eats Merchant Experience - Data Insights)

Company Introduction

Coupang exists to realize customer wow. 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 in the domestic commerce industry and built customer trust.

Coupang prides itself on being a large global listed company based on 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 employee at Coupang 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 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 beyond achievable limits. If you desire an amazing work experience in an always-on, high-tech, and hyper-connected world, join Coupang right now.

Organization Introduction

Coupang Eats is creating new experiences that make customers' daily lives more convenient, expanding its service areas from food delivery to grocery shopping and more. Based on constant contemplation to provide a better experience to customers, we challenge ourselves and lead changes in new services and categories. Coupang Eats grants greater roles and responsibilities to members who create opportunities and results themselves. You can experience the sense of achievement of directly leading business growth by turning your ideas into action and creating bigger opportunities through performance.

Job Introduction

The Coupang Eats Merchant Experience team is an organization that defines and solves problems across the entire merchant, customer, and delivery partner experience based on data. This position identifies the root causes of problems through data-driven in-depth data analysis and voices from the field, and leads customer experience innovation through various solutions such as product improvement, operation process improvement, and policy establishment.

Responsibilities

• Identify core operational issues across Merchant Experience based on data, analyze causes, and derive improvement tasks
• Monitor merchant operation processes and customer experience-related metrics and derive insights using SQL and data analysis tools
• Define problems and verify hypotheses through merchant interviews, field research, and qualitative analysis
• Plan and execute improvement plans in various areas such as Product, Operations, Account Management, and Policy
• Collaborate with various internal stakeholders to establish task priorities and lead execution
• Measure the performance of improvement tasks and define the To-Be state compared to the As-Is state for continuous optimization
• Integrally analyze problems across the entire Eats business, including Merchant, Customer, and Delivery, and operate programs to improve customer experience

Qualifications

• 5+ years of experience in Program Management, Business Analysis, Strategy, Operations, or related fields
• Ability to independently analyze large-scale data using SQL and define business problems
• Senior-level SQL skills, capable of directly writing, verifying, and utilizing complex SQL queries without relying on AI tools
• Experience in establishing hypotheses based on data, analyzing causes, and deriving actionable improvement plans
• Experience in structuring and solving problems by combining quantitative data and qualitative insights
• Experience in successfully completing projects by persuading various stakeholders and leading collaboration
• Ability to produce results based on high ownership in a rapidly changing environment

Preferred Qualifications

• Experience in data analysis or task automation using Python
• Experience in e-commerce, O2O, delivery platforms, or Marketplace business
• Experience in roles such as Data Analyst, Data Scientist, or analytics-based work
• Experience leading Product, Operations, or Policy improvement projects
• Experience in solving problems using qualitative research such as interviews and VOC analysis

Recruitment Process and Information

Recruitment Process

Document Screening - Phone Interview - In-person (Video) Interview – Final Offer

The recruitment process may operate differently depending on the job role and may change according to the schedule and circumstances.

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

Notes

• This job posting may close early once recruitment is complete.
• If there are any false statements in the application, the job offer may be canceled.
• Employment protection subjects (veterans, persons with disabilities, etc.) may receive preferential treatment in hiring according to relevant laws.
• Job level 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 probation period. However, if necessary for business reasons, the aforementioned probation 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 Fair Recruitment』.

We inform you that job seekers who are not ultimately successful among those who applied for our recruitment may request the return of the submitted recruitment documents in accordance with the 『Act on Fair Recruitment』. However, this does not apply if the documents were submitted via a website or e-mail, or if the job seeker submitted them voluntarily without our request, and if the recruitment documents are lost due to natural disasters or other reasons not attributable to us, they are deemed to have been returned.

A job seeker requesting the return of recruitment documents according to the main text of Paragraph 2 above must complete the Recruitment Document Return Request Form [Attachment No. 3 of the Enforcement Rules of the Act on Fair Recruitment] 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. Please note that the registered mail fee will be borne by the recipient.

In preparation for the return requests of job seekers according to the main text of Paragraph 2, the company will store the original recruitment documents submitted by the job seeker for 180 days from the date the recruitment decision is finalized. If a request for the return of recruitment documents is not made by then, 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 applied. They do not apply in other cases.