Quick Flex Program Manager

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 Analyzes related data to proactively identify issues of the overall delivery process and handles them swiftly, in order to enhance customer satisfaction on Coupang's product delivery(Rocket Delivery). The QuickFlex Program Manager is responsible for driving operational excellence, customer experience improvements, and innovation initiatives across Coupang Taiwan's last-mile delivery network. This role serves as a key connector between operations, transportation, customer experience, product, vendors, and field teams to identify opportunities, develop scalable solutions, and execute programs that improve overall network performance. The successful candidate will possess a deep understanding of end-to-end supply chain and last-mile delivery operations, enabling them to analyze complex operational challenges, uncover improvement opportunities, and rapidly convert ideas into actionable solutions. The role requires strong analytical capabilities combined with the ability to build business cases, operational prototypes, dashboards, presentations, and pilot programs that support data-driven decision making. This position will lead cross-functional projects focused on process optimization, delivery quality, customer experience, operational efficiency, vendor performance, and network innovation. The Program Manager will influence stakeholders across multiple functions, manage key initiatives from concept through implementation, and help shape the future of QuickFlex operations through continuous improvement and innovation. What You Will Do Program Management & Innovation • Lead strategic and operational projects that improve QuickFlex network performance, customer experience, and delivery quality. • Identify improvement opportunities through data analysis, operational observations, customer feedback, and stakeholder engagement. • Translate business ideas and operational challenges into pilot programs, process improvements, prototypes, and scalable solutions. • Develop business cases, project charters, implementation plans, and executive presentations to support decision making. • Drive innovation initiatives by evaluating new operating models, technologies, tools, and delivery solutions for the Taiwan market. • Manage initiatives from concept development through testing, implementation, and post-launch performance measurement. Supply Chain & Network Optimization • Analyze end-to-end supply chain and last-mile delivery processes to identify opportunities for efficiency, scalability, and customer experience improvements. • Partner with operations teams to improve network flow, delivery execution, capacity utilization, and service quality. • Evaluate operational bottlenecks and develop recommendations to optimize delivery performance. • Support network expansion and process standardization initiatives across QuickFlex partners. • Leverage operational data to drive performance improvements across hubs, vendors, and delivery operations. Data Analytics & Business Insights • Manage and analyze operational data to identify trends, risks, and opportunities across the QuickFlex network. • Build and maintain dashboards, scorecards, and performance reports using analytical tools such as SQL, Excel, and Power BI. • Conduct root cause analyses to address customer experience issues and operational defects. • Generate actionable insights and recommendations for leadership and operational stakeholders. • Establish measurement frameworks to evaluate program effectiveness and return on investment. Customer Experience Improvement • Monitor key customer experience metrics and identify opportunities to improve service outcomes. • Analyze customer complaints, VOC trends, delivery defects, and service failures to determine operational root causes. • Partner with Customer Service, Operations, and Transportation teams to implement corrective actions. • Support initiatives that improve delivery reliability, customer communication, and service consistency. • Develop data-driven recommendations that enhance customer satisfaction and reduce customer-impacting defects. Vendor & Stakeholder Management • Build strong partnerships with vendors, delivery service providers, and internal stakeholders to ensure successful execution of programs and initiatives. • Facilitate regular business reviews with vendors to assess performance, identify gaps, and drive continuous improvement. • Coordinate cross-functional discussions to align priorities and accelerate implementation timelines. • Influence stakeholders through data, structured problem-solving, and clear communication. • Serve as a key liaison across Operations, Product, Transportation, Customer Experience, Business Intelligence, and external partners. SOP Development & Operational Excellence • Support the creation, implementation, and continuous improvement of operational SOPs and best practices. • Document processes, operational workflows, and implementation guidelines to support scalable execution. • Evaluate compliance and operational consistency across delivery partners and field operations. • Recommend process enhancements that improve execution quality, efficiency, and customer outcomes. • Support onboarding and communication