Coupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door.
Our services in Taiwan include “Rocket Delivery” which offers next-day delivery for a wide selection of items at affordable prices, “Rocket Overseas” which offers free international delivery on millions of best-selling products from Korea, the U.S., and beyond.
We are looking for talents to help us lead Coupang’s expansion in Taiwan. This is an exceptional opportunity to become a part of Coupang’s growth in Taiwan and create a world where our customers wonder, “How did I ever live without Coupang?”
Position: Senior Manager, Customer Service (Andon Operation)
What will you do?
The Andon Senior Operations Manager leads the Andon organization, overseeing both operations and quality assurance.
The team’s mission is to quickly identify product issues, prevent recurrence, and continuously improve processes to ensure customers receive high-quality products. When defects cause negative customer experiences, the priority is to immediately stop selling the affected product until the issue is resolved.
This role manages the Andon Operations Manager/team and the Andon PCM (Quality Assurance) Manager/team, ensuring timely and effective resolution of escalated customer complaints.
As a key link between policy and execution, this role works closely with the Andon Policy Manager to provide operational insights and ensure new policies and improvements are practical and smoothly integrated into daily operations.
Key Responsibilities
•Operational Leadership:Provide senior-level guidance to the Andon Operations Manager to help the team meet performance goals and maintain efficiency.
•Strategic Partnership:Work with the Andon Policy Manager to ensure new policies are practical and operationally sound.
•Project Oversight:Support the Project Manager in turning strategies into action plans and ensure smooth project implementation.
•Performance Management:Track key metrics to identify trends and drive continuous improvement.
•Cross-Functional Alignment:Act as a senior liaison with other teams to ensure initiatives align with operational capacity.
Essential Qualifications
•Experience: 5-7 years of experience in an operational leadership role, with a proven track record of managing managers or leading a large, multi-functional team.
•Strategic & Operational Mindset: The ability to balance strategic thinking with operational reality. You can translate high-level goals into concrete, executable plans.
•Collaboration & Influence: Exceptional communication and collaboration skills with a proven ability to partner with peers and senior stakeholders to drive consensus and achieve shared goals.
•Data-Driven: A strong analytical mindset with the ability to use operational data to identify opportunities, troubleshoot issues, and inform strategic decisions.
•Leadership & Coaching: Demonstrated success in coaching and developing managerial talent within a fast-paced environment.
Recruitment Process
•Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer
•The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.
•Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.
Things to Consider
•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 as part of the application process.
•Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants.
1. Providing technical support for customers about wireless communication portfolio
2. Co-work with Solution Manager to penetrate vertical market technology
3. Assist system evaluation laboratory layout and construction in industrial control system
4. Troubleshooting, diagnosing, and resolving hardware, software, and other network and system problems on wireless and wire networks
5. On-site support customers in emergency situation
6. Be knowledgeable and proactive on communicating to R&D about customer issues and observations during issue replication.
7. Manage support cases to ensure customer issues are recorded, tracked, resolved, and follow-ups are finished in a timely manner
8.Prepare and deliver training sessions for customers