[Coupang] Senior Operations Process Improvement Analyst (Catalog Ops Improvement)

About Us 

Coupang exists to deliver customer delight. When customers say “how did we ever live without Coupang?”, we know we are fulfilling our mission. With the single-minded determination to make our customers’ shopping, meals and everyday lives easier, Coupang is driving innovation across a commerce industry worth hundreds of millions of dollars. Coupang is one of the fastest-growing retail companies and has built a unique position in the domestic commerce industry and the trust of its customers. 

We pride ourselves on being a large, global listed company built on a start-up culture. This is what keeps the agility of our founding days and drives our growth as we continuously launch new services and expand our business. Every Coupang employee has the opportunity to show an entrepreneurial spirit and drive new innovations and initiatives. The boldness to dive into work without hesitation and achieve results is the essence of how Coupang works. At Coupang, you will witness yourself, your colleagues, your team and the whole company growing every day. 

Every Coupang employee is committed to the Coupang mission of creating the future of commerce. We solve customers’ problems, challenge conventional thinking and assumptions, and go beyond what is considered achievable. If you want an amazing work experience in an Always-on, High-tech and Hyper-connected world, join Coupang today. 

Job Introduction 

The Catalog Ops Improvement team continuously improves the accuracy of operators within the Catalog Operations organisation and plays a role in improving catalogue quality.
This position is a key role that identifies errors and performance gaps based on operational data analysis and leads improvements across SOPs, Training and Tools. It also builds efficient processes and systems through collaboration across organisations and contributes to improving operational quality by deriving validated improvement proposals based on A/B testing.

Responsibilities 

• Analyse operational data (accuracy, errors, etc.) and identify problem areas and improvement opportunities
• Conduct root cause analysis of labelling errors and operational issues and develop improvement proposals
• Standardise work and strengthen clarity through improvements to SOPs (work guidelines) and operational processes
• Plan training content and check its effectiveness in collaboration with the Training team
• Derive and validate system and tool improvement requirements based on pain points and error patterns
• Design A/B tests for SOP, training and system changes, and analyse results and verify effectiveness
• Collaborate with related organisations (operations, training, systems, etc.), lead execution of improvement projects and share results

Qualifications Requirements 

• Experience in operations, quality, process improvement or related work
• Ability to discover problems based on data and analyse their root causes
• Ability to organise work processes and express them clearly in documents (such as SOPs)
• Ability to collaborate smoothly with various teams (operations, training, systems, etc.) and reconcile different views
• Comfortable viewing problems structurally and deriving solutions
• Ability to communicate in English 

Preferred Skills 

• Experience with business efficiency improvement projects (Lean, Six Sigma, etc.)
• Experience in operations, labelling work or similar content classification
• Experience running A/B tests (experiment design and result analysis)
• Experience in training content planning or change management
• Experience using a quality management system (QMS) or issue/defect management tools

* Submission of an English resume is mandatory

Selection Process and Information 

Selection Process 

• Document screening - job fit interview - core competency interview - final offer
• The selection process may differ by role and may change depending on schedule and circumstances.
• Selection schedule and results will be communicated individually to the email address registered on your application. 

Notes 

• This posting may close early once recruitment is complete.
• If there is false information in your application, your offer may be cancelled.
• Protected employment candidates (veterans, persons with disabilities, etc.) may receive preferential treatment in accordance with relevant laws.
• Job level and scope of responsibilities may change considering the candidate’s overall career and experience. If such a change is necessary, the candidate will be contacted at an appropriate time before the final offer notification.
• Recruitment may be restricted if statutory qualifications required for recruitment and job performance are not met. 
• Employment type is permanent, including a probationary period of 12 weeks. However, where necessary for business reasons, the above probationary period may not apply or may be shortened or extended. 

Privacy Policy   

• The Coupang Group collects and processes your personal information in accordance with its privacy policy for job applicants (link below). https://www.coupang.jobs/kr/privacy-policy   

Document Return Policy   

1. This notice is made pursuant to Article 11(6) of the Act on the Fair Recruitment Procedure. 
2. Applicants who are not finally selected from among those who applied for recruitment with the Company may request the return of the recruitment documents they submitted, in accordance with the Act on the Fair Recruitment Procedure. However, this does not apply where documents were submitted via the homepage or by email, or where the applicant voluntarily submitted them without the Company’s request. If the recruitment documents are lost due to natural disasters or other reasons not attributable to the Company, they shall be deemed returned.
3. Applicants requesting the return of recruitment documents under paragraph 2 above shall submit the return request form [Form No. 3 of the Enforcement Rules of the Act on the Fair Recruitment Procedure] by email to [contact details removed]. Once submission is confirmed, the documents will be sent by registered mail to the designated address within 14 days. In this case, the registered postage shall be paid by the recipient, so please take note. 
4. To prepare for return requests under paragraph 2 above, the Company will retain the original recruitment documents for 180 days from the date the hiring decision is confirmed. If return is not requested by then, all recruitment documents will be destroyed without delay in accordance with the Personal Information Protection Act.
5. However, paragraphs 1 to 4 above apply only where the labour laws of the Republic of Korea apply. They do not apply otherwise.