Sr. Director, Taiwan Customer eXperience Design

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 Oversea” 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  

Coupang’s Customer Service aims to deliver the world’s best customer services and is committed to identifying and resolving issues that negatively impact the customer experience across the organization. By leading cross-functional projects and collaborating with various teams, this position drives initiatives that enhance customer satisfaction and trust.

This position is for a Director, Customer Service - Customer Experience Design Project, responsible for:

• Identifying, addressing and improving areas that adversely affect the customer experience by leading strategic, company-wide projects.
• Managing and mentoring a team of CX specialists, ensuring alignment with CXD goals and fostering a high-performance culture.
• Advocating the CXD mission across the organization by aligning priorities among diverse stakeholders and ensuring customer-centric thinking is embedded in decision-making processes.

The Director will work closely with departments such as Logistics, Fulfillment, Customer Policy, Quality, Sales, and Tech, ensuring seamless collaboration and execution of initiatives. Through these efforts, the role plays a critical part in elevating Coupang’s customer experience and realizing the company’s vision of WOW the Customers.

  

What You Will Do 

• Identify, address, and improve the areas that negatively affect Customer Experience (CX) across the company through leading various projects and cooperation with different teams/functions as needed.
• Lead several teams across multiple disciplines, including Customer Support, Seller Support, Fraud, Policy, and Andon.
• Advocate CXD mission and coordinate the priorities of different stakeholders throughout the company.