資深客服經理 Customer Service Senior Manager (TW Counie Operations)
Core
Lead customer service operations for Coupang's Taiwan market, focusing on 'Rocket Express' and 'Rocket Oversea' services to enhance customer experience and operational efficiency.
Role type
Senior IC Customer Service Manager (Operations)
Builds
Scalable customer service frameworks and operational processes for Coupang Taiwan
Domain
E-commerce / Customer Service Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic planning, project leadership, data analysis, cross-functional collaboration, talent development, risk identification, process optimization, organizational growth planning
Preferred skills
Leadership of customer service operations, operational analysis, managing manager-level staff, English proficiency
Technologies
N/A
Responsibilities
Lead and mentor manager-level supervisors, analyze operational performance and customer behavior trends, drive customer-centric operational improvement initiatives, lead new operational projects and process optimization, collaborate with cross-functional teams to scale customer experience, establish operational priorities and long-term improvement strategies, identify structural operational risks and scalability gaps, optimize case management architecture and service quality models, support organizational growth and talent development, promote a continuous improvement culture across the organization
Seniority
Senior, hands-on IC with strategic oversight
