[L6] Sr Manager - Quick Flex 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 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

Job Description Summary

The QuickFlex Customer Experience (CX) Program Manager is responsible for driving end-to-end customer delivery experience performance across the Taiwan QuickFlex last-mile network. This role serves as the key business owner for customer experience outcomes, leveraging data analytics, operational insights, and cross-functional collaboration to identify service gaps, improve network performance, and enhance delivery quality. The position owns customer experience performance management by analyzing delivery defects and operational trends, developing actionable improvement plans, and partnering with Operations, Logistics, Transportation, Vendor Management, and Customer Service teams to drive sustainable results. The role is also accountable for establishing and governing delivery SOPs, leading driver and vendor training programs, enforcing operational compliance standards, and managing third-party vendor performance through a robust scorecard and review framework. Success in this role requires strong analytical capabilities, operational excellence, stakeholder management, and the ability to translate customer feedback and operational data into scalable process improvements that improve delivery reliability, service quality, and customer satisfaction.

What You Will Do

Customer Experience Performance Management

Own and manage key customer experience metrics for the QuickFlex delivery network, including delivery quality, customer complaints, customer satisfaction, delivery success rate, and service defects.

Conduct deep-dive analysis of customer experience trends to identify root causes of performance gaps and prioritize improvement opportunities.

Develop performance dashboards and reporting mechanisms that provide visibility into customer experience metrics at network, hub, vendor, and driver levels.

Monitor leading and lagging indicators affecting customer experience and proactively recommend corrective actions.

Translate Voice of Customer (VOC) feedback into operational improvement initiatives and measurable business outcomes.

Network Analytics and Continuous Improvement

Analyze network performance data to identify operational bottlenecks impacting delivery quality and customer experience.

Partner with operations teams to implement network optimization initiatives that improve service reliability and execution consistency.

Lead root cause analysis for delivery defects, service failures, and customer escalations, ensuring sustainable corrective actions are implemented.

Utilize SQL, Power BI, Excel, and other analytical tools to generate insights and influence strategic decision making.

Establish performance monitoring frameworks and governance processes to drive continuous improvement across the QuickFlex network.

Delivery SOP Ownership and Governance

Own the development, implementation, communication, and continuous enhancement of QuickFlex delivery SOPs and operational standards.

Ensure SOP alignment with customer experience goals, regulatory requirements, and operational best practices.

Conduct periodic reviews and audits of SOP adherence to identify compliance gaps and improvement opportunities.

Define operational controls and escalation mechanis