# Principal, Customer Service Program Management at Coupang

> Taiwan · Principal · Other · open. Source: https://alderhq.app/jobs/greenhouse%3Acoupang%3A8317338 (read 2026-11-04).

## Facts (observed)

- Company: [Coupang](https://alderhq.app/companies/coupang)
- Location text: Taipei, Taiwan; Taipei
- Where it can be done from (inferred): Taiwan (evidence: "Location: Taipei, Taiwan; Taipei")
- Posted: 2026-11-03 (1 days ago)
- First seen by alder: 2026-11-03 · last verified: 2026-11-04
- Reposted: 0 times · edited: 1 times
- Apply on the employer's site: https://www.coupang.jobs/en/jobs/?gh_jid=8317338
- Skills listed (inferred): SQL

## Pay and sponsorship

- Posted pay: not posted

## Description (the employer's text)

The Customer Service Program Team is looking for an autonomous Senior CS Program Manager to serve as a critical gatekeeper and master process architect for frontline operations. Operating with minimal oversight, you will take full ownership of designing end-to-end operational systems, leading project timeline management, and converting complex business goals into scalable workflows. You possess an exceptional ability to analyze complex data and rapidly translate insights into high-impact operational actions. When unexpected system outages or cross-functional crises arise, you will provide decisive leadership and engineer resilient, risk-mitigated workaround solutions. Ultimately, your mission is to optimize CS internal service workflows for maximum efficiency, preserve an exceptional customer experience, and ensure every launch is delivered on time with a flawless operational framework.

### What you will do

- Architect Scalable Workflows: Design and own the multi-quarter process architecture roadmap for CS frontline operations, transforming complex, fragmented workflows into scalable, standardized enterprise frameworks.
- High-Velocity Data-to-Action: Build proactive analytics mechanisms to monitor operational health. Rapidly synthesize raw metrics, agent friction points, and customer feedback into immediate, actionable countermeasures.
- Fail-Safe Workarounds: Autonomously design, test, and deploy instant workaround solutions in a short period of time, ensuring frontline operations maintain continuity without sacrificing customer experience.
- Cross Functional Stakeholder Alignment: Outstanding communication and storytelling skills, capable of influencing cross-functional leadership and driving organizational change.
### Basic Qualifications

- 8+ years of experience in program management, operations, process improvement, or a related function, preferably within customer service or other large-scale frontline operations.
- Proven experience independently designing and implementing end-to-end operational workflows, governance mechanisms, and scalable process frameworks.
- Strong program and project management capabilities, with a demonstrated ability to manage multiple workstreams, dependencies, risks, and timelines from planning through launch.
- Advanced analytical and problem-solving skills, with the ability to translate operational data, customer feedback, and frontline pain points into clear and actionable solutions.
- Demonstrated experience leading incident response, business continuity planning, or operational workaround development during system outages and other critical disruptions.
- Strong stakeholder management and influencing skills, with experience aligning cross-functional teams and senior leaders around complex operational changes.
- Excellent written and verbal communication skills, including the ability to present complex information through clear, compelling, and data-driven storytelling.
- Ability to operate autonomously in a fast-paced and ambiguous environment, demonstrating strong judgment, ownership, and attention to detail.
- Business-level proficiency in both English and Mandarin Chinese.
### Preferred Qualifications

- Experience supporting customer service operations, contact centers, or other high-volume frontline environments.
- Experience developing multi-quarter process roadmaps and leading enterprise-wide operational transformation initiatives.
- Knowledge of Lean, Six Sigma, Agile, or other process improvement and program management methodologies.
- Hands-on experience with data visualization, dashboarding, or analytics tools such as SQL, Excel, Tableau, or Power BI.
- Experience managing system launches, tool migrations, or technology-enabled operational changes.
- Familiarity with risk management, business continuity, and change management frameworks.
- Experience working in a rapidly scaling technology, e-commerce, platform, or consumer-facing organization.

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Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/greenhouse%3Acoupang%3A8317338 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.