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.

Job Title: Senior Manager, Program Management

What will you do?

We are looking for an experienced and strategic PMO professional to join the Service Operations team in a dynamic and fast-paced e-commerce environment. This role is pivotal in driving cross-functional projects, leading feature development initiatives, and ensuring operational readiness for new product rollouts. The ideal candidate will act as a bridge between the Operations Team and cross-functional team ensuring align with business objectives and enhance service excellence.

Key Responsibilities

1. Project Management & Execution

• Lead and manage end-to-end cross-functional projects within the Operations scope.

• Define project goals, scope, milestones, and deliverables in collaboration with stakeholders.

• Ensure effective project governance, documentation, timeline tracking, and risk management.

• Coordinate with global teams to ensure successful implementation and localization of projects.

2. Product Roadmap and Feature Development Coordination

• Act as the operations team’s primary contact for all product and feature development initiatives.

• Gather, validate, and prioritize business requirements from internal stakeholders.

• Translate operational needs into detailed feature/functionality specifications for product teams.

• Collaborate with Product Managers, Engineers, and UX/UI teams to align on development goals.

• Drive UAT, feedback collection, and readiness preparation.

3. Stakeholder Communication & Alignment

• Serve as a key liaison between the operations team, Product, Engineering, and Data teams.

• Facilitate regular project syncs, reporting, and business reviews with internal stakeholders.

• Ensure transparent communication of timelines, blockers, and updates to relevant teams.

• Maintain alignment between business priorities and product/technical execution.

4. Operational Optimization & Change Management

• Identify and analyze operational inefficiencies; propose scalable solutions and improvements.

• Support system/process changes through structured change management planning.

• Develop and implement SOPs, workflows, and knowledge base updates aligned with new features.

• Support internal communication and training for new tools, systems, or procedures.

5. Performance Monitoring & Reporting

• Define success metrics and KPIs for project/feature performance.

• Track project outcomes and conduct post-implementation reviews to capture learnings.

• Provide ongoing reporting to leadership and stakeholders on progress and impact.

• Support decision-making with data-driven insights and trend analysis.

Essential Qualifications:

• 7+ years of experience in project/program management, preferably in operations or e-commerce industry.

• Hands-on experience managing cross-functional projects and working with product/engineering teams in Agile environments.

• Excellent communication, stakeholder management, and organizational skills.

• Highly analytical with a process- and outcome-oriented mindset.

• Strong understanding of support operations workflows and service platforms (e.g., Zendesk, Jira,etc).

• Proficiency in English

• Project Management certifications (PMP, Agile, Scrum Master) are a plus.

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.