Customer Experience Improvement Senior Specialist (TW Customer Incident Management)

직무 소개

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 Role 1. This role is responsible for the centralized management of all major customer incidents in Coupang Taiwan and serves as the core incident management and program management function within Customer Incident Management (CIM). The role oversees the handling, tracking, and coordination of major and high‐risk incidents to ensure consistent responses, transparent progress, and controlled risk. In addition, the role leads cross‐functional process and governance improvement initiatives derived from major incidents to drive systemic improvement and enhance operational stability and customer trust. Role 2. This role is responsible for preventing the recurrence of major incidents by addressing issues at their root cause. Through deep analysis of incident‐driven customer and operational pain points, the role defines and drives targeted improvement and prevention mechanisms. By leveraging data analysis, incident reviews, and cross‐functional collaboration, the role leads root cause analysis, process optimization, and governance improvements to ensure effective implementation and measurable outcomes. The role aims to continuously reduce the risk of major incidents while enhancing overall customer experience and operational stability. What You Will Do Role 1. * Centrally manage major customer incidents, serving as the core management role for customer incident management * Act as the program management lead for major incidents and high‐risk situations by coordinating cross‐functional resources, timelines, and decision‐making processes * Establish standardized incident handling and follow‐up frameworks to ensure clear workflows, transparent progress, and traceable outcomes * Plan and drive cross‐functional process and governance improvement initiatives derived from major incidents to enable long‐term systemic improvement * Partner closely with Customer Service, Product, Operations, Legal, Finance, and other teams to ensure effective execution of incident handling and improvement plans * Build and maintain SOPs, internal wikis, governance processes, and points‐of‐contact (POC) lists related to incident and program management * Regularly consolidate and report major incident status, risk assessments, improvement progress, and recommendations to leadership Role 2. * Lead root cause analysis for major incidents and high‐impact issues, thoroughly assessing their impact on both customers and operations * Design and drive incident prevention and improvement initiatives across processes, policies, and systems to reduce recurrence risk * Leverage and apply DSAT analysis to identify the underlying drivers of customer dissatisfaction and translate insights into actionable improvements * Proactively analyze data using multiple tools and data sources, such as Zendesk, BTS, and Power BI, and initiate internal investigations when needed * Partner closely with Customer Service, Product, Operations, and Technology teams to ensure improvement initiatives are practical and effectively implemented * Define and track success metrics for improvement initiatives to ensure measurable impact and sustained results * Systematically identify and prioritize opportunities to strengthen preventive mechanisms and reduce the likelihood of future major incidents Basic Qualifications * Bachelor’s degree in business, marketing, data analytics, information management, or a related field * 5+ years of experience in customer experience management, customer service, customer success, operations, process improvement, or incident analysis * Strong understanding of customer journey mapping and CX measurement tools including NPS, CSAT, and DSAT * Strong analytical skills and structured thinking with the ability to conduct deep‐dive problem analysis * Ability to independently analyze data and translate insights into actionable recommendations * Proficiency in data analysis tools and incident analysis methodologies * Proven ability to collaborate cross‐functionally and influence stakeholders to drive improvements Preferred Qualifications * Master’s degree in a related field * Experience handling complex complaints, escalations, or consumer protection cases * Hands‐on experience with CX metrics and analysis frameworks, including DSAT, VOC, and NPS * Experience working in e-commerce, logistics, or high-growth environments * Experience leading process optimization, quality improvement, or governance initiatives * Familiarity with analytical and visualization tools such as Zendesk, BTS, and Power BI * Experience in e‐commerce, platform businesses, customer service environments, or complex operations * Proficiency in written and spoken Mandarin with working proficiency in English 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. Privacy Notice * Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below: https://www.coupang.jobs/privacy-policy/