We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did I ever live without Coupang?” Born out of an obsession to make shopping, eating, and living easier than ever, we’re collectively disrupting the multi-billion-dollar commerce industry. We are one of the fastest-growing retail companies that established an unparalleled reputation for being a leading and reliable force in the commerce industry.

We are proud to have the best of both worlds — a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been since our inception. At Coupang, every day is filled with the excitement of building, you will see yourself, your colleagues, your team, and the company grow every day.

Our mission to build the future of commerce is real. We push the boundaries of what’s possible to solve problems and challenge traditional tradeoffs. Join Coupang now to create an epic impact in this always-on, high-tech, and hyper-connected world.

Position : Senior Manager, Seller Policy & Process Planning

The Seller Policy & Process Strategy Team plays a critical role in shaping and enforcing seller policies within Coupang. We are responsible for designing seller policies, developing implementation plans, and leading cross-functional discussions to ensure seamless execution.

Key Responsibilities:

• Seller Coaching & Sanctions: Execute seller coaching and apply sanctions based on internal guidelines when seller-related issues are escalated by CS or other relevant teams.
• Policy Development & Execution: Design and implement policies to address systemic issues that negatively impact the customer and seller experience within CS and Seller Support SOPs.
• Cross-Functional Collaboration: Work closely with internal stakeholders to drive policy enhancements and ensure effective enforcement.
• Continuous Improvement: Analyze seller-related escalations and proactively refine policies to prevent recurring issues.

Qualifications:

• 6+ years of experience in seller support, customer service, or marketplace operations, with at least 2 years in a leadership role.
• Strong ability to identify gaps in existing SOPs or policies based on customer feedback and operational insights.
• Exceptional analytical skills and a problem-solving mindset to refine policies for operational efficiency.
• Experience in policy development, seller operations, or customer service management is advantageous.
• Strong strategic thinking, communication, and problem-solving skills, with experience handling high-stakes escalations and policy-driven decisions.
• Ability to manage cross-functional collaborations and alignment with organizational goals.

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.

Things 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.

-Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants.