Dynamic CS Training Leader - Senior Manager

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

The CS Training team is dedicated to bringing our "WOW the Customer" vision to life by delivering scalable learning solutions that empower customer service associates and employees to provide exceptional customer experiences. We view learning as a strategic business lever rather than a support function. In a fast-paced environment driven by new business launches, policy changes, and AI-powered innovations, our team plays a critical role in enabling organizational change and ensuring consistent customer experiences across every customer interaction. Through data-driven insights and impactful learning interventions, we help improve customer satisfaction, service quality, and operational productivity.

What You Will Do

Develop and execute the long-term learning strategy and operational roadmap for the CS Training organization.

Lead change management initiatives related to new policies, services, systems, and business transformations.

Design and implement data-driven learning solutions that improve customer experience, service quality, and operational productivity.

Build role-based capability development frameworks and learning programs aligned with customer service workflows.

Measure learning effectiveness and drive business outcomes through improvements in CSAT, Quality, Compliance, and Productivity metrics.

Lead, coach, and develop a high-performing team of learning professionals to elevate organizational capability.

Partner closely with Operations, Quality, Product, Policy, and other cross-functional stakeholders to ensure successful adoption of key initiatives.

Basic Qualifications

Bachelor's degree or higher · 10+ years of professional experience, including 5+ years of people management experience

Proven experience leading Learning & Development, Change Management, Organizational Development, or Customer Service organizations

Strong ability to leverage data and insights to identify business challenges and drive organization-wide improvement initiatives

Demonstrated success in delivering measurable business results through learning, capability building, or performance improvement programs

Preferred Qualifications

Experience leading training or learning organizations within large-scale Customer Service, Contact Center, or Operations environments

Proven track record of leading complex change management initiatives across large organizations

Experience supporting AI-driven transformation initiatives, including AI learning data development or AI-enabled workforce capability programs

Experience influencing senior leadership through learning ROI analysis and data-driven recommendations

Proficiency with data visualization and analytics tools such as Tableau, Power BI, or similar platforms

Recruitment Process and Others

Recruitment Process

Application Review - Job Fit Interview - Focus 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