Sr Manager - QuickFlex Customer Experience

About the role

Coupang is looking for a Senior Manager for its QuickFlex last-mile delivery network in Taiwan. The role drives end-to-end customer delivery experience performance, acting as the business owner for customer experience outcomes. It works with Operations, Logistics, Transportation, Vendor Management and Customer Service teams to improve delivery quality, 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 to find bottlenecks and defects, run root cause analyses and recommend corrective actions
• Develop and govern delivery SOPs, audit compliance and set escalation mechanisms for exceptions
• Run onboarding, certification and recurrent training for drivers, and coach them on service quality and safety
• Manage vendor performance through scorecards and regular business reviews, and work with procurement on vendor selection and optimization
• Reduce defects such as missed promise delivery dates, customers not home, logistics forwarding defects and pickup/handoff non-compliance
• Partner with Operations, Transportation, Customer Service, Product and Business Intelligence teams, 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 logistics experience highly preferred

Required skills

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