Senior Program Management Specialist [L5] (CS Escalations PMO)

The role

The Escalations PMO supports the stable operation of the CS Escalation organization. This person will analyze customer issues and VOC data to support data-driven decision-making and plan various programs and projects.

What you will do

• Analyze overall customer service and discover/plan service improvement tasks
• Support data-driven decision-making and project planning
• Extract and analyze data and perform operational reporting using SQL/Python
• Plan and execute work automation and operational efficiency using generative AI
• Improve workflows and processes using LLM (OpenAI, Claude, Gemini, etc.)

Required qualifications

• 3+ years of experience in data analysis and business improvement projects
• 3 to 5 years of experience in customer service improvement or service planning
• Experience in data analysis and insight derivation using SQL
• Experience using Python or data automation tools
• Experience applying generative AI (LLM) to work or performing automation projects
• Communication skills to collaborate smoothly with various stakeholders

Nice to have

• Experience in customer service system construction or service improvement projects
• Experience in building AI solutions such as AI Agent, RAG, etc.
• Experience in customer data-based service analysis and visualization using Power BI, Tableau, etc.
• Practical experience using work automation platforms such as Power Automate, Zapier, etc.
• Project experience using generative AI (ChatGPT, Copilot, Claude, etc.)

About the company

Coupang exists to realize customer wonder. It is one of the fastest-growing e-commerce companies and a global large-scale listed company based on startup culture.