[Coupang Eats Services] Business Automation Program Manager (Business & Operations)

Company Introduction

Coupang Eats Services establishes differentiated strategies for Delivery service and provides enhanced services and support to Coupang Eats customers, merchants, and delivery partners. By delivering desired food quickly and safely anytime, anywhere, Coupang Eats Services provides an amazing customer experience, and operates a system that secures stable sales opportunities for merchants through a one-stop service covering everything from ordering to delivery and customer response. Composed of experts in various fields, Coupang Eats Services works as one team to contemplate and research the value desired by customers, merchants, and delivery partners, leading new innovation and paradigm shifts.

Job Description

Monitor the Customer Experience (CX) quality of the overall Coupang Eats delivery service in real-time and establish an operational system to detect and respond to issues affecting the customer experience at an early stage.

Manage key metrics across the entire order funnel (App entry → Search → Cart → Payment → Order completion) and design monitoring frameworks and Detection Logic to detect anomalies.

Monitor compliance with SOP (Standard Operating Procedure) when incidents occur and advance standardized response processes.

When new issues arise where SOP is not defined, collaborate with major Stakeholders such as Strategy, Product, Engineering, Operations, Merchant, etc., and the Leadership Team to establish response systems and escalate promptly.

Plan and build automated Alert systems, operational dashboards (Control Panel), and business automation solutions to improve operational efficiency and problem detection accuracy.

Analyze service anomalies based on real-time data, identify company-wide impact and Root Cause, and derive improvement tasks.

Establish operational strategies and service roadmaps for improving customer experience, Cost Efficiency, and enhancing customer retention.

Continuously improve and expand operational processes by utilizing AI-based operational tools and Workflow Automation.

Collaborate with company-wide leadership, including VP and Director levels, to share key operational metrics, incidents, and project performance, and support decision-making.

Lead cross-functional projects in a global operational environment, including the Korean and Japanese markets.

Qualifications

Individuals with a total of 10 or more years of experience.

Individuals with experience in one or more of the following fields: Program Management, Product Management, Business Operations, Strategy, Process Improvement, or Service Operations.

Individuals with experience in defining problems and deriving solutions based on data.

Individuals with experience in establishing or improving service monitoring systems, operational processes, or Incident Management processes.

Individuals with experience in successfully leading projects while collaborating with various stakeholders (Product, Engineering, Strategy, Operations, etc.).

Individuals possessing the ability to structure complex problems, set priorities, and execute.

Individuals with experience in communicating with and supporting decision-making for Senior Leadership (VP, Director level).

Individuals capable of business-level English communication.

Preferred Qualifications

Individuals with experience in large-scale operational environments such as delivery, commerce, mobility, or platform services.

Individuals with experience in Customer Experience (CX) improvement or Customer Journey Optimization.

Individuals with experience related to Incident Management, Emergency Response Team (ERT), Site Reliability, or Service Operations.

Individuals with experience in KPI monitoring, anomaly detection, or building Alerting Systems.

Individuals with experience in data analysis using SQL, Python, etc.

Individuals with experience in building business automation such as Airflow, Workflow Automation, API integration, or ETL Pipeline.

Individuals with experience in building Dashboards and Monitoring Systems such as Tableau, Looker, or Power BI.

Individuals with experience in AI-based operational automation or utilizing AI Tools.

Individuals capable of Japanese communication.

Individuals with experience in solving problems with a high level of Ownership in a rapidly changing environment.

Application Process and Information

Application Process

Document Screening - Phone Interview - Video Interview – Final Offer

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

Application schedules and results will be provided individually via the email address registered in the application.

Notes

This job posting may close early once recruitment is completed.

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

Employment protection targets (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.

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

The employment type is a regular position, including a 12-week probation period. However, if necessary for business reasons, the above 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 job seekers who have applied for our recruitment but were not finally selected that they may request the return of 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 email, or if the job seeker submitted them voluntarily without our request, and if recruitment documents are lost due to natural disasters or other reasons not attributable to us, they are deemed to have been returned.

Job seekers 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 Rule 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 cost of registered mail shall be borne by the recipient.

In preparation for return requests from 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 hiring 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 above apply only when the labor-related laws of the Republic of Korea are applied. They do not apply in other cases.