Director, Head of Eats CX(Customer Experience)

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.

Coupang Eats is Coupang's food delivery service and the fastest-growing delivery service in South Korea.

Having burst onto the Korean delivery scene in 2019, Coupang Eats surprised the world once again in 2024 with 'unlimited free delivery.’ This is the result of our relentless efforts to bring the best delivery experience to our customers.

The innovations we've introduced so far are just the beginning. We will never stop working toward a better future so that everyone in the world can experience a better meal.

Coupang Eats gives its employees ample opportunities to grow. If you want to grow along with experts in their respective fields, join us now.

Role Overview

As a Director, Head of Eats CX(Customer Experience; end customer, merchant and rider), you will be responsible for defining, implementing, and monitoring Eats CX strategy, operation, and key metrics. You will be responsible for setting up the customer experience strategy for Eats business, continuously improving processes/metrics, and brining innovations that can secure year over year growth and profitability. You will work closely with sales/customer marketing/product/delivery operation teams to make growth of Eats CX.

The ideal candidate has worked with fast paced, rapidly growing organizations with a broad spectrum of CX metrics, processes, and tools. A thorough understanding of the platform operation process and experience with corresponding operation metrics are strongly preferred. You are able to identify process improvements in all aspects of operation strategy as well as execution.

What You Will Do (Start all sentences with an imperative)

• Leading and managing all Customer Experience related functions and maximizing growth of Eats
• Leading cross functional initiatives and collaborating with product, sales, marketing, delivery operations, partner management, analytics, and finance
• Develop key performance metrics and establish effective analysis of operation trends to identify opportunities for greater efficiencies and drive outsized performance
• Delivery strategic projects for our leadership provide key business insights and high-priority initiatives as we enter our next phase of growth
• Works closely with cross functional partners to design, develop and deliver internal and client/candidate facing collateral

Basic Qualifications (If it is not a full sentence, do NOT add a period)

• 10+ years of progress experience in Platform operations, Business Strategy, Planning and Operation
• Demonstrated ability to structure complex problems and drive solutions across functionally with senior management
• Strong problem-solving mindset and logical data-driven thinking
• Deep-dive and process-driven skillsets
• Experience working with large sets of structured and unstructured data and synthesizing into business insights
• Experience in working in a start-up environment (multiple testing, quick decision making, fast scale up)
• Ability to create and foster a high performance and metrics driven environment
• Ability to meet tight deadlines and achieve effective results in a fast-paced and dynamic environment; effective multi-tasking skills are vital
• Excellence communication/interpersonal skills, with the ability to build strong relationships and collaborate across teams
• Strong project management skills, with the ability to lead cross-functional teams and deliver a result on time
• Fluency in Korean & English language