Coupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door.

Our services in Taiwan include “Rocket Delivery” which offers next-day delivery for a wide selection of items at affordable prices, “Rocket Oversea” which offers free international delivery on millions of best-selling products from Korea, the U.S., and beyond.

We are looking for talents to help us lead Coupang’s expansion in Taiwan. This is an exceptional opportunity to become a part of Coupang’s growth in Taiwan and create a world where our customers wonder, “How did I ever live without Coupang?”

Position: Associate, CS Quality Assurance (PCM Specialist)

Job Overview:
This role is responsible for designing, maintaining, and ensuring compliance with customer experience-related policies and processes. You will work closely with cross-functional teams (such as Customer Service, Business, Legal, and Product) to lead policy training and internal communication, and support risk assessment and compliance checks during the implementation of new processes or tools. The ideal candidate is detail-oriented, proactive, and committed to enhancing the overall customer experience through effective policy governance.

What will you do?

1. Collaborate with cross-functional teams (e.g., CS, BM, Legal, Product) to design and maintain policies and processes related to customer experience.
2. Regularly review and update CXD-related policies to ensure alignment with regulations, internal standards, and market changes.
3. Lead compliance-related training and internal communications to enhance team understanding and execution of policies.
4. Assist in establishing tracking and auditing mechanisms for policy implementation, and provide improvement suggestions for non-compliance cases.
5. Support compliance assessments and risk management during the introduction of new processes or tools.
6. Draft and maintain policy documents, SOPs, FAQs, etc., ensuring clarity and accessibility of information.
7. Act as a liaison between CXD and departments such as Legal and Business, assisting in handling compliance-related inquiries and cases.

Essential Qualifications – Must

1. Bachelor’s degree in Business Administration, Law, Customer Experience, Process Design, or related fields.
2. Minimum 2 years of experience in policy management, process improvement, or compliance-related roles.
3. Strong logical thinking and problem-solving skills, with the ability to translate complex policies into executable processes.
4. Excellent cross-functional communication and collaboration skills.
5. Familiarity with process design tools (e.g., flowcharts, SOP documentation) is a plus.

Essential Qualifications – Preferred

1. Background in Customer Experience (CX), User Experience (UX), or process improvement methodologies (e.g., Lean, Six Sigma).
2. Experience in digital tool implementation and change management processes.
3. Proficiency in both Chinese and English, with the ability to collaborate with regional or global teams.

Additional Information: Weekend shifts may be required.

Recruitment Process

1. Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer
2. The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.
3. Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.

Things to Consider

1. This job posting may be closed prior to the stated end date for application if all openings are filled.
2. 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.
3. Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants