Sr Manager - Quick Flex Customer Experience

About the role

Coupang is expanding its presence in Taiwan and is hiring a Senior Manager for its QuickFlex last-mile delivery network. The role is the business owner of customer experience outcomes, using data analytics and operational insights to find service gaps, improve network performance and raise delivery quality. It works with Operations, Logistics, Transportation, Vendor Management and Customer Service teams, and sets up and governs delivery SOPs, driver and vendor training and vendor performance.

Key responsibilities

• Own customer experience metrics such as delivery quality, complaints, satisfaction, success rate and service defects, and build dashboards and reports at network, hub, vendor and driver levels
• Analyze network data and VOC feedback to find bottlenecks and root causes, and partner with operations on network optimization
• Own delivery SOPs, run periodic compliance audits, set escalation mechanisms and act as the subject matter expert for delivery standards
• Run onboarding, certification and recurrent training for drivers, including playbooks on service quality, safety and standard work
• Manage vendor performance through scorecards and regular business reviews, and drive improvement plans for underperforming vendors
• Lead defect reduction initiatives (PDD misses, CNH, LFD, pickup and handoff compliance) and present insights to senior leadership

Required profile

• Bachelor's degree in Business, Supply Chain, Logistics, Engineering, Analytics or a related field
• 5+ years of experience in logistics, last-mile delivery, program management, customer experience or operational excellence
• Experience managing operational performance and leading cross-functional projects in a fast-paced environment
• Experience in vendor management, supplier governance or outsourced operations
• E-commerce, parcel delivery or last-mile experience highly preferred

Required skills

• Data analytics and business intelligence tools: SQL, Power BI, Tableau, advanced Excel
• Problem-solving, stakeholder management and executive communication