Sr. Manager, Program Management (Customer Experience)

Company Introduction  

Coupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door.  

Our services in Taiwan include “Rocket Delivery” which offers next-day delivery for a wide selection of items at affordable prices, “Rocket Overseas” which offers free international delivery on millions of best-selling products from Korea, the U.S., and beyond.   

We are looking for talents to help us lead Coupang’s expansion in Taiwan. This is an exceptional opportunity to become a part of Coupang’s growth in Taiwan and create a world where our customers wonder, “How did I ever live without Coupang?” 

Role Overview

We are looking for a Senior Program Manager for the PMO function who is obsessed with customer experience, highly motivated, and capable of systemic thinking to optimize project success. The PMO manager will be responsible for establishing project management standards across functional teams, overseeing successful project delivery, and ensuring alignment with the company's strategic objectives. This role requires strong leadership, strategic thinking, and operational execution skills to support and enhance organizational project management capabilities.

This role is pivotal in driving cross-functional projects, leading feature development initiatives, and ensuring operational readiness for new product rollouts. The ideal candidate will act as a bridge between the Operations team and other cross-functional units, ensuring alignment with business objectives and enhancing service excellence.

 

Key Responsibilities

1. Project Management & Execution

· Lead and manage end-to-end cross-functional projects within the Operations scope.

· Define project goals, scope, milestones, and deliverables in collaboration with stakeholders.

· Ensure effective project governance, documentation, timeline tracking, and risk management.

 

2. Product Roadmap and Feature Development Coordination

· Act as the operations team’s primary contact for all product and feature development initiatives.

· Gather, validate, and prioritize business requirements from internal stakeholders.

· Translate operational needs into detailed feature/functionality specifications for product teams.

· Collaborate with Product Managers, Engineers, and UX/UI teams to align on development goals.

· Drive UAT, feedback collection, and readiness preparation.

 

3. Stakeholder Communication & Alignment

· Serve as a key liaison between the operations team, Product, Engineering, and Data teams.

· Facilitate regular project syncs, reporting, and business reviews with internal stakeholders.

· Maintain alignment between business priorities and product/technical execution.

 

4. Operational Optimization & Change Management

· Identify and analyze operational inefficiencies; propose scalable solutions and improvements.

· Support system/process changes through structured change management planning.

· Develop and implement SOPs, workflows, and knowledge base updates aligned with new features.

 

5. Performance Monitoring & Reporting

· Define success metrics and KPIs for project/feature performance.

· Provide ongoing reporting to leadership and stakeholders on progress and impact.

 

Remuneration

• Monthly salary of more than NT$ 40,000 (fixed or variable salary varies depending on personal qualifications or performance) 

 

Recruitment Process and Others  

Recruitment Process  

• Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer 
• The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances. 
• Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage. 

 

Details to Consider 

• This job posting may be closed prior to the stated end date for application if all openings are filled. 
• Coupang has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process. 
• Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws. 

 

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