Sr. Program Manager (TW CX Audit)

Job description

The is a high-impact leadership role responsible for driving strategic initiatives, optimizing end-to-end processes, and leading high-performing teams within Coupang’s fast-paced ecosystem. In this role, you will leverage deep data analytics to solve complex business trade-offs, align global cross-functional stakeholders, and execute scalable solutions from the ground up. We are looking for a hands-on, results-oriented leader with a strong "bias for action" who thrives in ambiguity and is passionate about redefining the future of e-commerce.

Role Overview
As a Senior Manager at Coupang, you will act as a pivotal leader bridging high-level corporate strategy with aggressive, data-driven execution. Known internally for a culture demanding extreme ownership and a "bias for action," you will lead high-impact initiatives to eliminate trade-offs for our customers and drive exponential business growth. You will be responsible for defining operational or product strategies, designing scalable processes, and leading a high-performing team in a fast-paced, ambiguous environment. To succeed, you must be a hands-on leader who dives deep into data, uncovers root causes, and obsessively works to achieve results.

What You Will Do
• Drive organization-wide strategies, roadmaps, and frameworks that support hyper-growth and long-term organizational agility.
• Lead, mentor, and grow a team of managers and individual contributors, fostering an environment modeled on Coupang's Leadership Principles.
• Own critical business KPIs and operational SLA metrics, building robust business cases and running complex data models.
• Act as a "working manager"—willing to break down complex problems into clear, actionable steps and get your hands dirty alongside your team.
• Partner with global product, operations, legal, and engineering stakeholders to navigate local operational dependencies and align cross-functional visions.

Key Responsibility
• Strategic Leadership: Develop and execute end-to-end strategy and scaling roadmaps for your designated business unit or product line.
• Team & People Management: Direct headcount planning, performance management, and career development for your direct and indirect reports.
• Data-Driven Optimization: Conduct rigorous Root Cause Analysis (RCA) to solve systemic issues and continuous process optimization.
• Cross-Functional Collaboration: Influence and align goals with international teams across different time zones to execute unified company objectives.
• Risk & Lifecycle Management: Proactively identify project bottlenecks, manage operational risks, and oversee the lifecycle of major business rollouts.
• Champion a data-driven approach to Cx audit defect management by leveraging advanced analytics to isolate root causes, synthesize complex datasets, and systematically eliminate repeat failures.
• Translate these insights into proactive strategies that mitigate risk and optimize overall customer experience standards.
• Lead organizational resilience by successfully steering cross-functional teams through frequent, high-velocity change events and dynamic business shifts.
• Design and execute comprehensive change management frameworks that minimize operational disruption, foster stakeholder alignment, and sustain high performance amidst constant transformation.