Job Description
Company Introduction
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 Oversea” 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?”
Lead the product roadmap for Coupang Taiwan's Customer Service Intelligence domain, owning end-to-end product development of post-purchase experiences that wow customers from order to resolution. Drive initiatives across self-service, agent productivity, and AI/LLM-powered support features, partnering with globally distributed engineering, ML, UX, analytics, and operations teams. Use data, experimentation (A/B testing), and customer insight to prioritize trade-offs and deliver measurable business impact as Coupang scales its services.
What You Will Do :
- Define and drive the product roadmap for the Customer Service domain, prioritizing initiatives that enhance the core customer experience.
- Lead end-to-end product development from conception to launch and iteration.
- Develop hypotheses and run experiments (A/B testing, etc.) to identify trends and deliver measurable business impact.
- Partner cross-functionally with engineering, ML, UX, analytics, and operations teams — including globally distributed stakeholders.
- Use data-centric approaches to inform decisions and prioritize trade-offs.
- Where applicable, define product vision for AI/LLM-based features that improve self-service, agent productivity, and resolution quality.
Essential Qualifications
- Bachelor's degree in engineering, computer science, or a technical/related discipline (or equivalent experience).
- Minimum 6–8 years of product management experience with a proven track record of shipping consumer-facing products.
- Demonstrated experience creating and executing product roadmaps from conception to launch.
- Strong analytical mindset, comfortable in fast-paced, data-driven environments.
- Ability to manage multiple concurrent projects and iterate rapidly in an agile setting.
- Strong business acumen and excellent stakeholder communication skills.
- Bias for action and willingness to roll up your sleeves to get things done.
Preferred Qualifications :
- Experience with consumer-facing products in e-commerce, marketplaces, or large-scale digital services.
- Cross-functional leadership on ambiguous problems across globally distributed teams.
- Experience with AI/ML, NLP/NLU, LLMs, automation, or data platforms — particularly applied to customer support, contact centers, or self-service.
- Hands-on data analysis capability (SQL, Excel).
- Familiarity with experimentation frameworks (A/B testing, reinforcement learning).
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.
Details 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.
- Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.
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