<p></p> <p><strong><span data-contrast="auto">Company Introduction</span></strong><span data-contrast="auto"> </span><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p> <p><span data-contrast="auto">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.<span class="Apple-converted-space"> </span></span> <br> <br><span data-contrast="auto">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.</span><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p> <p><span data-contrast="auto">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?” </span><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p> <p><strong><span data-contrast="auto"> </span></strong><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p> <p><strong><span data-contrast="auto">Role Overview</span></strong><strong><span data-contrast="auto"> </span></strong><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p> <p><span data-ccp-props="{"134233279":true,"134245417":false}"></span></p> <div class="WCTF WCSF WETF"> <div class="WFTF wd-3961e369-1485-4c4f-8e99-9bb1177a1f88">Job Description Summary</div> </div> <div id="56$146082" class="WGTF" data-automation-id="decorationWrapper"> <div class="WATI"> <div id="56$146082-aeec166af99f3232" class="WH5S WN4S WC5" data-automation-id="multilineTextView" data-metadata-id="56$146082" data-uxi-form-item-child-list-index="24"> <div class="gwt-HTML">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.<br><br>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.<br><br>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.</div> </div> </div> </div> <p><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p> <p><strong><span data-contrast="auto"> </span></strong><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p> <p><strong><span data-contrast="auto">What You Will Do</span></strong><span data-ccp-props="{"134233279":true,"134245417":false}"> </span></p> <p></p> <h3 data-pm-slice="1 3 []">Customer Experience Performance Management</h3> <ul> <li> <p>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.</p> </li> <li> <p>Conduct deep-dive analysis of customer experience trends to identify root causes of performance gaps and prioritize improvement opportunities.</p> </li> <li> <p>Develop performance dashboards and reporting mechanisms that provide visibility into customer experience metrics at network, hub, vendor, and driver levels.</p> </li> <li> <p>Monitor leading and lagging indicators affecting customer experience and proactively recommend corrective actions.</p> </li> <li> <p>Translate Voice of Customer (VOC) feedback into operational improvement initiatives and measurable business outcomes.</p> </li> </ul> <h3>Network Analytics and Continuous Improvement</h3> <ul> <li> <p>Analyze network performance data to identify operational bottlenecks impacting delivery quality and customer experience.</p> </li> <li> <p>Partner with operations teams to implement network optimization initiatives that improve service reliability and execution consistency.</p> </li> <li> <p>Lead root cause analysis for delivery defects, service failures, and customer escalations, ensuring sustainable corrective actions are implemented.</p> </li> <li> <p>Utilize SQL, Power BI, Excel, and other analytical too