Operations Excellence Specialist

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  

As an Operations Quality Excellence Specialist, you will drive the auditing and stewardship of customer experience and quality standards across our FC Hub network. You will be responsible for deep-diving into daily operational issues, identifying root causes, and managing cross-functional hub teams to implement sustainable solutions. This is a critical individual contributor role where you will act as the central guardian of process standards, ensuring high-quality execution during our rapid international expansion. 

What You Will Do 

• Audit FC Hub daily operations to ensure strict adherence to global CX and quality process standards.
• Manage hub-level teams through influence to drive corrective actions and process improvements without direct reporting lines.
• Perform deep-dive analyses on quality defects and operational bottlenecks to identify systemic issues.
• Collaborate with logistics leadership to roll out new process standards and operational workflows across the network.
• Develop and monitor quality KPIs to track the health of FC Hub operations and customer impact.
• Lead daily troubleshooting sessions with hub operators to resolve immediate quality risks.
• Report findings and data-driven insights to senior stakeholders to facilitate central decision-making.

Basic Qualifications  

• Bachelor’s degree in Logistics, Supply Chain, Industrial Engineering, or a related field
• 3 years of experience in sortation logistics operations, quality auditing, or process improvement within a high-volume fulfillment environment
• Proven ability to manage cross-functional projects and influence stakeholders in a fast-paced setting
• Strong analytical skills with the ability to use data to perform root cause analysis and deep dives
• Excellent communication skills to translate complex operational issues into actionable improvement plans