Senior Program Manager, Operation Management (TW CX Audit)

About the role

Coupang is expanding its presence in Taiwan and is looking for a Senior Program Manager to lead its TW CX Audit team. The team audits and manages the quality and regulatory compliance of product pages and advertising content on the e-commerce platform, using standardized operating procedures (SOPs) and data analysis to improve listing quality. As manager, you will oversee end-to-end moderation operations, lead a large operations team and drive SOP compliance and review accuracy.

Key responsibilities

• Drive organization-wide strategies, roadmaps and frameworks supporting hyper-growth and long-term agility.
• Lead, mentor and grow a team of managers and individual contributors, including headcount planning, performance management and career development.
• Own key business KPIs and operational SLA metrics, build business cases and run complex data models.
• Use analytics and Root Cause Analysis to eliminate defects and continuously improve customer experience and operations.
• Partner with global product, operations, legal and engineering teams across time zones to align goals and overcome silos.
• Identify bottlenecks and risks, oversee the lifecycle of major project rollouts, and run change management frameworks.

Required profile

• 7+ years of professional experience in e-commerce marketplaces, manufacturing, data analytics, AI/IT operations or customer service.
• Fluent English and Traditional Chinese (written and spoken).
• Analytical, detail-oriented, with strong business acumen in a fast-paced environment.
• Ability to gather and analyze large datasets, define audit scopes and defect criteria, and set operational guidelines and governance frameworks.