Customer Operations Excellence Manager

Role Overview

The Customer Service team is responsible for establishing and managing CS policies for Coupang Eats customers, collecting and analyzing VOC data through various channels, and improving customer experience.

What You Will Do

The team’s work includes: [SOP management] User-centric structuring of complex policies, processes, and guides to make them easy and intuitive to understand. Creating and improving SOPs to provide accurate and consistent service to customers. Analyzing customer inquiry data to improve guide and service quality. [Operations management] Improving customer experience through process improvement and efficiency. Managing VOC data for customer experience. Analyzing customer inquiries and operating indicators to identify the root cause and improve.

Why It Might Be a Fit

Having a deep understanding of online commerce or delivery business. Having a customer-centric service mindset. Being able to adapt to changing environments and lead with a meticulous approach.

Requirements

• 5 years or more of relevant work experience or process establishment/improvement experience
• Having a flexible thinking and good communication skills
• Being able to use Japanese in work
• Having the ability to structure and improve complex problems