[L6] Sr Manager - Quick Flex Customer Experience
Core
Drive end-to-end customer delivery experience performance across the Taiwan QuickFlex last-mile network by analyzing defects, managing vendors, and governing SOPs.
Role type
Senior Manager, Customer Experience & Operations
Builds
Reliable last-mile delivery network for Coupang's Taiwan expansion
Domain
E-commerce logistics / Last-mile delivery
Required skills
Data analytics (SQL, Power BI, Excel), Vendor performance management, SOP governance, Root cause analysis, Cross-functional stakeholder management, Operational excellence
Preferred skills
E-commerce experience, Last-mile logistics expertise, Driver training program design
Technologies
SQL, Power BI, Tableau, Excel
Responsibilities
Own and manage key customer experience metrics (quality, complaints, satisfaction); Analyze network performance data to identify bottlenecks; Develop and govern delivery SOPs and operational standards; Design and manage driver training and certification programs; Lead vendor performance reviews and scorecard management; Drive initiatives to reduce delivery defects (PDD misses, CNH, LFD)
Seniority
Senior Manager, hands-on leadership
