Senior Manager, CS Training

The role

The Senior Manager, CS Training will develop and execute the long-term learning strategy and operational roadmap for the CS Training organization. This person will lead change management, design data-driven learning solutions, and lead a team of learning professionals to improve customer experience and productivity.

What you will do

• Develop and execute the long-term learning strategy and operational roadmap for the CS Training organization.
• Lead change management initiatives related to new policies, services, systems, and business transformations.
• Design and implement data-driven learning solutions that improve customer experience, service quality, and operational productivity.
• Build role-based capability development frameworks and learning programs aligned with customer service workflows.
• Measure learning effectiveness and drive business outcomes through improvements in CSAT, Quality, Compliance, and Productivity metrics.
• Lead, coach, and develop a high-performing team of learning professionals to elevate organizational capability.
• Partner closely with Operations, Quality, Product, Policy, and other cross-functional stakeholders to ensure successful adoption of key initiatives.

Required qualifications

• Bachelor's degree or higher
• 10+ years of professional experience
• 5+ years of people management experience
• Proven experience leading Learning & Development, Change Management, Organizational Development, or Customer Service organizations
• Strong ability to leverage data and insights to identify business challenges and drive organization-wide improvement initiatives
• Demonstrated success in delivering measurable business results through learning, capability building, or performance improvement programs
• Verbal and written English communication skills
• Business proficiency in Traditional Chinese (Mandarin)

Nice to have

• Experience leading training or learning organizations within large-scale Customer Service, Contact Center, or Operations environments
• Proven track record of leading complex change management initiatives across large organizations
• Experience supporting AI-driven transformation initiatives, including AI learning data development or AI-enabled workforce capability programs
• Experience influencing senior leadership through learning ROI analysis and data-driven recommendations
• Proficiency with data visualization and analytics tools such as Tableau, Power BI, or similar platforms

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.