Director, End User Services IT (Fulfillment Operations Technology)

Company Introduction

We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did we ever live without Coupang?” Born out of an obsession to make shopping, eating, and living easier than ever, we are collectively disrupting the multi-billion-dollar commerce industry from the ground up and establishing an unparalleled reputation for being leading and reliable force in South Korean commerce.

We are proud to have the best of both worlds — a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been at since our inception. We are all entrepreneurial surrounded by opportunities to drive new initiatives and innovations. At our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact. At Coupang, you will see yourself, your colleagues, your team, and the company grow every day.

Our mission to build the future of commerce is real. We push the boundaries of what’s possible to solve problems and break traditional tradeoffs. Join Coupang now to create an epic experience in this always-on, high-tech, and hyper-connected world.

Role Overview

You will be responsible for developing and implementing the strategy, processes, and structural changes that will enable us to provide world-class IT services to our end users in Coupang’s Fulfillment Centers and Logistic Centers operations in Korea. You will collaborate with other functional IT leaders (Cloud, Network, Server, Application) and regional IT managers in other countries to ensure alignment and consistency of end-user services delivery across all Fulfillment Centers and Logistics Centers nationwide in Korea and globally. You will leverage your strong technical background (MCSE, CCNA, CISA/Six Sigma/Lean, ITIL expertise), as well as your exceptional leadership, communication, customer service, and problem-solving skills, to drive IT service excellence and innovation, inspiring and empowering your team to deliver outstanding results for our clients. You will oversee and coordinate the work of all the end-user services sub-team managers and members, measure and report on service performance and quality, manage the budget and resources, handle vendor management, and communicate effectively with stakeholders and customers. You will be accountable for the overall success of IT service delivery to our end users in your responsible area.

What You Will Do

• Introduction of innovated frugal IT solutions across Fulfillment and logistics buildings (Network of facilities). 
• Collaborate with business stakeholders (FC/Logistics Leaders) identify long term permanent solutions of problems by collaborating with other functional IT leaders to develop overall IT strategy in the context of the e-commerce business.
• Ensuring the smooth running of the IT operations for Coupang’s Fulfillment Centers and Logistic Centers, including end user support, IT systems, domain services, communications, and connectivity.
• Experience people manager, a seasoned stakeholder manager capable of managing low performers, high performers and business initiatives under diverse circumstances. 
• Monitoring upgrades and security backups of hardware and software systems.
• Managing crisis situations, which may involve complex technical hardware or software problems.
• Providing guidance and support to the end user services IT staff as they perform troubleshooting and maintenance tasks on PCs, PDAs, Scanners, Industrial Printers and other devices.
• Network configuration assistance and implementing Hardware/software upgrades and improvements.
• Ability to troubleshoot and resolve collaboration technology issues related to Zoom, MS Teams and video conference equipment quickly and effectively.
• Planning and executing technology projects and system implementations for Coupang’s Fulfillment Centers and Logistic Centers in an organized and effective manner. Establishing project scopes, goals, timelines, resources, and deliverables that support business goals and tracking projects progress.
• Assisting the end user services IT staff in planning and managing new Fulfillment Centers & Logistics Centers builds and moves.
• Promoting a culture of continuous improvement, learning and innovation within the IT service department.
• Managing and developing the end user services IT teams, including hiring, training, coaching and performance evaluation.
• Planning and developing IT budgets for Coupang’s Fulfillment Centers and Logistic Centers, obtaining competitive prices from suppliers, to ensure cost effectiveness.
• Working with all relevant functional IT leaders on maintaining up-to-date documentation of IT infrastructure and equipment supported by the end user services IT teams.
• Standardizing information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.
• Developing, and implementing new IT procedures in the field and reviewing and enhancing existing procedures.
• Manage the installation, upgrades and configuration of Fulfillment Center's & Logistics Center’s IT equipment hardware and software.
• Overseeing and determining timeframes for major IT projects including system updates, upgrades, migration and outages.
• Developing and implementing IT policy and best practice guides for the end user services IT teams and conducting regular system audits.
• Running and sharing regular operation reports with senior staff.

Basic Qualifications

• Bachelor's degree (minimum) in a technical field (B.Tech/BE) and/or MBA and 15+ years’ experience in a successful leadership role within a large-scale enterprise
• Management skills with demonstrated experience in managing multiple projects simultaneously.
• Demonstrated ability to manage IT systems and staff remotely through appropriate technology.
•.Demonstrated ability to plan and execute technology projects and system implementations effectively.
• Demonstrated leadership experience building cross-organizational consensus with exposure to technology providers and/or business clients.
• Ability to prioritize competing responsibilities in a matrixed environment.
• Proven problem solving and negotiation skills in multi-party situations.
• Exceptional communication skills, executive presentation skills, relationship building skills and the ability to influence at all levels of the organization.

Preferred Qualifications

• Experience in e-Commerce industry or IT leadership support for warehouse management is preferred.
• Certifications- MCSE, CCNA, ITIL, PMP and relevant certifications. 

Recruitment Process and Others

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.
• Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants.
• Job titles and responsibilities may be subject to change depending on the candidate’s overall experience, etc. This will be communicated to the candidate at the appropriate time before the offer.

Privacy Notice

• Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below.
• https://www.coupang.jobs/en/privacy-policy/

Document Return Policy

• This notification is given pursuant to Article 11 (6) of the Fair Hiring Procedure Act.
• A job applicant, who has applied but not been finally selected for a position at Coupang (the “ Company ”), may request the Company to return his/her hiring documents submitted pursuant to the Fair Hiring Procedure Act. However, this will not apply where the hiring documents were submitted via the website of the Company or e-mail, or where the job applicant submitted those documents voluntarily without a request from the Company. In addition, if the hiring documents were destroyed due to a natural disaster or any other reasons not attributable to the Company, such documents will be deemed to have been returned to the job applicant.
• A job applicant who wishes to request the return of his/her hiring documents pursuant to the main sentence of paragraph 2 above should fill out a “Request for Return of Hiring Documents” [Annex Form No. 3 in the Enforcement Rule of the Fair Hiring Procedure Act] and submit the request to the Company (Coupang Recruiting Team, Tower 730, 570 Songpa-daero, Songpa-gu, Seoul). In such case, within fourteen (14) days from the date of identifying the receipt of the request, the Company will send the hiring documents to the job applicant’s designated address via registered mail. Please be informed that the job applicant is required to pay the postage on the registered mail.
• In preparation for a job applicant’s request for the return of hiring documents pursuant to the main sentence of paragraph 2 above, the Company shall retain the original hiring documents submitted by the job applicant for 180 days from the completion of the recruiting process. If no request is made until the end of this period, all of his/her hiring documents will be destroyed immediately in accordance with the Personal Information Protection Act.
• Hiring may be restricted in case the legal qualifications required for hiring and work performance are not met.