Sr. Program Management Specialist (Andon Project Manager)

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 : Sr. Program Management Specialist (Andon Project Manager) 

Role Overview

The Andon team is a critical pillar of our customer experience and quality assurance efforts. Our mission is to swiftly address escalated customer complaints related to product defects, halt the sale of problematic products, and implement long-term solutions to prevent recurrence. This team is the engine of continuous improvement, and the Project Manager plays a central role in transforming strategic policy decisions and operational improvements into measurable projects that drive real-world change.  

Key Responsibilities 

• Project Leadership: Lead the planning, execution, and delivery of all Andon-related projects, including the implementation of new policies and processes, or the improvement of existing ones.
• Cross-Functional Coordination: Act as the central liaison between the Andon Policy Manager, Andon Operations Manager, and other key stakeholders (e.g., Fulfillment Centers, Engineering, Compliance) to ensure project goals are clearly defined, aligned, and met.
• Strategic Execution: Translate high-level strategic goals and policy changes into detailed project plans with clear timelines, milestones, resource allocation, and defined action items.
• Risk & Change Management: Proactively identify potential project risks and issues, develop mitigation strategies, and manage the change process to ensure a smooth transition and successful project delivery.
• Reporting & Communication: Regularly monitor project performance, provide data-driven updates to stakeholders, and communicate project status, challenges, and successes to leadership. 
• Process Optimization: Champion process improvement initiatives by analyzing project outcomes and identifying opportunities to enhance efficiency and effectiveness within the Andon framework. 

Essential Qualifications 

• A minimum of 5 years of experience in project management, with a proven track record of managing complex projects from inception to completion. 
• Demonstrated experience in a project management role within the e-commerce, quality assurance, or customer experience sectors. 
• Expertise in project management methodologies (e.g., Agile, Waterfall) and a strong ability to manage cross-functional projects with diverse teams and aggressive deadlines. 
• Exceptional communication, presentation, and stakeholder management skills. 
• Strong analytical and problem-solving abilities, with a capacity to use data to inform decisions and measure project success. 
• High proficiency with project management software and tools (e.g., Jira, Asana, Trello) and strong data analysis skills (e.g., Excel, Power BI). 

Preferred Qualifications 

• PMP, Agile, or other relevant project management certifications. 
• Experience with process improvement methodologies such as Six Sigma or Lean. 
• Proven ability to work effectively in a fast-paced, high-pressure environment. 

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. 

Details 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.
• Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.