Senior Program Management Specialist [L5] (CCX Planning)

The role

The CCX Planning team manages CX performance metrics and develops comprehensive plans to achieve organizational goals. This person will analyze data to derive insights, plan and execute CX improvement projects, and collaborate with stakeholders to propose strategic solutions.

What you will do

• Establish, manage, and analyze CCX performance metrics to derive insights and action items
• Analyze Customer Journey and identify Pain Points based on data
• Plan, execute, and manage performance for CX improvement projects end-to-end
• Establish and manage CX roadmaps based on business priorities
• Propose and implement effective solutions through data analysis to meet business priorities
• Participate in ad-hoc projects and collaborate with development, data, program, and operations teams

Required qualifications

• 5+ years of PM or project management experience
• Sensitivity to detail and willingness for in-depth analysis
• Analytical and structured thinking with high understanding of various data
• Ability to enjoy fast-changing environments and multitask
• Proactive work style with a tendency to question and optimize existing processes
• Ability to manage various stakeholders
• Consumer-oriented mindset

Nice to have

• Experience in finance or consulting
• Project planning or operations experience
• Business English proficiency
• CS related work experience

About the company

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