Manager - Quick Flex Customer Experience

Company Introduction  

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?”   

Role Overview  

Job Description Summary The QuickFlex Customer Experience (CX) Program Manager is responsible for driving end-to-end customer delivery experience performance across the Taiwan QuickFlex last-mile network. This role serves as the key business owner for customer experience outcomes, leveraging data analytics, operational insights, and cross-functional collaboration to identify service gaps, improve network performance, and enhance delivery quality.

The position owns customer experience performance management by analyzing delivery defects and operational trends, developing actionable improvement plans, and partnering with Operations, Logistics, Transportation, Vendor Management, and Customer Service teams to drive sustainable results. The role is also accountable for establishing and governing delivery SOPs, leading driver and vendor training programs, enforcing operational compliance standards, and managing third-party vendor performance through a robust scorecard and review framework.

Success in this role requires strong analytical capabilities, operational excellence, stakeholder management, and the ability to translate customer feedback and operational data into scalable process improvements that improve delivery reliability, service quality, and customer satisfaction.

What You Will Do 

Customer Experience Performance Management

• Own and manage key customer experience metrics for the QuickFlex delivery network, including delivery quality, customer complaints, customer satisfaction, delivery success rate, and service defects.

• Conduct deep-dive analysis of customer experience trends to identify root causes of performance gaps and prioritize improvement opportunities.

• Develop performance dashboards and reporting mechanisms that provide visibility into customer experience metrics at network, hub, vendor, and driver levels.