Senior Manager, Customer Service [L6-II] (CX - Special Projects)

The role

This person will manage policies and processes to ensure consistent customer experience across all touchpoints. They will oversee the entire framework of customer center policies and drive implementation across different regions.

What you will do

• Own and operate the entire framework for creating, reviewing, approving, versioning, and retiring customer-facing and customer center policies
• Maintain a single view of regional policies and processes and track differences caused by laws, markets, or customer requirements
• Lead implementation by proving necessity, coordinating between regional teams, and tracking execution
• Monitor policy intent against actual customer results and raise issues when policies do not achieve intended outcomes
• Identify best customer experience practices in specific regions and evaluate feasibility for other regions
• Hold final decision-making authority for customer center operation policies, including those proposed by Process Improvement teams
• Document the rationale, background data, and trade-offs for each decision to maintain consistency
• Drive alignment and consensus with customer center operations, regional CX leaders, legal, compliance, product, technology, and finance teams without direct authority
• Build, manage, and develop teams to manage policy implementation schedules, track changes, and perform follow-up actions

Required qualifications

• 8+ years of experience in Customer Experience (CX), Customer Center Operations, Policy, Quality (QA), or Process Governance
• 3+ years of experience in people management or program leadership
• Experience working in a multilingual/multinational environment with an understanding of how regulations, culture, and operating methods affect customer policy
• Strong judgment and drive to decide and advocate for policies while balancing customer results, cost, risk, and operational feasibility
• Experience driving alignment and consensus among executive stakeholders and regional teams without direct authority
• Ability to evaluate policy and process performance using data such as inquiry rates, resolution rates, refunds, and satisfaction metrics

Nice to have

• Experience in large-scale e-commerce or marketplace customer support
• Experience building or operating policy governance, Quality Assurance (QA), or compliance frameworks
• Business English proficiency

About the company

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