[쿠팡] 글로벌 고객경험(CX) 정책 거버넌스 관리자
Core
Oversee customer experience policies and processes for Coupang's global CS organization to ensure consistent, high-quality customer interactions across all touchpoints.
Role type
Senior Customer Experience Policy Governance Manager
Builds
Global customer experience standards and policy frameworks for Coupang's e-commerce platform
Domain
E-commerce / Customer Support Operations
Required skills
Policy governance, multi-country operations, stakeholder alignment, data-driven decision making, process improvement, cross-functional collaboration
Preferred skills
Large-scale e-commerce support experience, QA or compliance framework experience, Business English fluency
Technologies
N/A
Responsibilities
Own the end-to-end framework for writing, reviewing, approving, and versioning customer center policies; Monitor policy impact on customer results and advocate for changes when needed; Identify and scale best practices across regions; Make final decisions on customer experience policies; Align operations, legal, product, and tech teams without direct authority
Seniority
Senior, hands-on IC
