[쿠팡이츠서비스] Customer Operations Excellence Manager (Eats CS)
Core
Designing and managing CS policies for Coupang Eats, analyzing VOC from call/chat/email channels to drive service improvements, and optimizing customer journey processes.
Role type
Senior Customer Operations Manager (CS Strategy & Process)
Builds
Customer service SOPs, VOC analysis frameworks, and process improvement initiatives for Coupang Eats.
Domain
Online food delivery / Customer Experience
Deliverable
dashboards & analysis
Required skills
SOP creation and optimization, VOC data analysis, process improvement, complex problem structuring, cross-functional collaboration
Preferred skills
Online commerce or delivery business understanding, customer-centric mindset, adaptability to change
Technologies
Call, chat, and email support channels
Responsibilities
Create and improve SOPs for consistent customer service, analyze customer inquiry data to enhance service quality, manage VOC operations across channels, and lead root-cause analysis projects for customer experience improvements.
Seniority
Senior, hands-on IC
