Senior Manager, Customer Service Operations

The role

Lead customer service operations through customer-centric strategy, operational optimization, and scalable improvement initiatives. This role involves building long-term operational frameworks to improve customer experience and organizational effectiveness.

What you will do

• Lead and develop CS Managers
• Analyze operational performance, customer behavior, and service trends
• Drive customer-centric operational improvement initiatives
• Lead new operational projects and process optimization programs
• Partner with cross-functional teams to improve customer experience at scale
• Establish operational priorities, standards, and long-term improvement strategies
• Identify structural operational risks and scalability gaps
• Improve escalation management frameworks and service quality models
• Support organizational growth, workforce planning, and leadership development
• Drive continuous improvement culture across the organization

Required qualifications

• Bachelor's degree or higher
• 10+ years of professional experience in CS, QA, Operations, or Workforce Management
• Think strategically beyond daily operational execution
• Build scalable operational processes and improvement frameworks
• Lead new projects from planning to execution
• Use data and customer insights to influence operational direction
• Balance customer experience, operational efficiency, and business impact
• Influence stakeholders across functions and leadership levels
• Develop strong leadership pipelines within the organization
• Operate with high ownership in ambiguous and fast-changing environments
• Intermediate or above English proficiency
• Business proficiency in Traditional Chinese (Mandarin)

Nice to have

• Experience leading customer service operations or large-scale support organizations
• Strong operational analysis and project management capability
• Experience managing managers and cross-functional initiatives
• Ability to drive customer-centric improvements using operational data and insights

Before you apply

• Application Review - Job Fit Interview - Focus Interview – Offer
• 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

About the company

Coupang is reimagining the shopping experience with the goal of wowing each customer. Their services in Taiwan include Rocket Delivery and Rocket Oversea.