Customer Experience Improvement Senior Specialist (TW Customer Incident Management)

<p> </p> <p><strong>Company Introduction</strong>  </p> <p>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.  </p> <p>Our services in Taiwan include “Rocket Delivery” which offers next-day delivery for a wide selection of items at affordable prices, “Rocket Overseas” which offers free international delivery on millions of best-selling products from Korea, the U.S., and beyond.   </p> <p>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?” </p> <p> </p> <p><strong>Role Overview</strong></p> <p>Role 1. This role is responsible for the centralized management of all major customer incidents in Coupang Taiwan and serves as the core incident management and program management function within Customer Incident Management (CIM). The role oversees the handling, tracking, and coordination of major and high‑risk incidents to ensure consistent responses, transparent progress, and controlled risk. In addition, the role leads cross‑functional process and governance improvement initiatives derived from major incidents to drive systemic improvement and enhance operational stability and customer trust.<br><br>Role 2. This role is responsible for preventing the recurrence of major incidents by addressing issues at their root cause. Through deep analysis of incident‑driven customer and operational pain points, the role defines and drives targeted improvement and prevention mechanisms. By leveraging data analysis, incident reviews, and cross‑functional collaboration, the role leads root cause analysis, process optimization, and governance improvements to ensure effective implementation and measurable outcomes. The role aims to continuously reduce the risk of major incidents while enhancing overall customer experience and operational stability.</p> <p><strong><br>What You Will Do <br><br>Role 1. <br></strong></p> <ul> <li>Centrally manage major customer incidents, serving as the core management role for customer incident management</li> <li>Act as the program management lead for major incidents and high‑risk situations by coordinating cross‑functional resources, timelines, and decision‑making processes</li> <li>Establish standardized incident handling and follow‑up frameworks to ensure clear workflows, transparent progress, and traceable outcomes</li> <li>Plan and drive cross‑functional process and governance improvement initiatives derived fro