Senior Manager, Program Management (Catalog Ops)

Company introduction

Coupang exists to make customers delighted. When customers say, "How did we ever live without Coupang?", we know we are fulfilling our mission. With the single-minded aim of making customers' shopping, dining and everyday life easier, Coupang is leading innovation across the multi-hundred-million-dollar e-commerce industry. Coupang is one of the fastest-growing e-commerce companies, and has built a unique position in the domestic commerce sector and the trust of customers. 

We pride ourselves on being a large, global listed company built on a start-up culture. This preserves the agility we had at our founding and is the growth engine that drives us to continuously launch new services and expand our business. Every Coupang employee has the opportunity to adopt 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 building the future of commerce. We solve customers' problems, challenge conventional thinking and received wisdom, and go beyond what is considered feasible. If you want an amazing work experience in an always-on, high-tech and hyper-connected world, join Coupang now.

Job introduction

The Catalog Operations organisation, based on a team of more than 400 people in Seoul, Yanji and Taiwan, runs top-priority (P0) projects including audit framework design, the catalog quality programme, workforce scaling and governance management. As the organisation grows, it needs a single-threaded owner to lead these core positions in a dedicated way. This role oversees the P0 programmes so that they are tracked and managed without disruption and are completed to high quality standards.

The Senior Operations Program Manager manages the entire P0 initiative portfolio end-to-end. They design and run an operating system that aligns the direction of the whole organisation, lead execution in areas that do not belong to any specific team, and ensure leadership decisions turn into clear execution tasks. This is a high-impact, execution-focused leadership role responsible for delivering the organisation's initiatives in close partnership with office leadership in Seoul, Yanji and Taiwan.

Responsibilities

• P0 Portfolio Management
  • Manage the integrated status of all P0 initiatives and run project plans, dependencies, risks and escalation paths.
  • Identify points where schedules are slipping early and resolve them proactively before they are reported to leadership as sudden issues.
• Operating Cadence and Mechanisms
  • Design and lead the organisation's overall operating rhythm, including the weekly business review (WBR), monthly deep dive (MBR) and quarterly business review (QBR).
  • Rigorously manage the quality of meeting agendas, the standard for pre-reads, and the action item register.
  • Assign decisions made in meetings as execution tasks with clear owners and deadlines, and track every item through to completion.
• Cross-Site and Cross-Functional Execution
  • Lead the management of projects that span multiple countries or several departments such as operations, engineering and quality assurance (QA).
  • Lead initiatives where the owning team is ambiguous and the risk of a leadership gap is high (for example, introducing the audit framework, governance restructuring, and site-by-site expansion programmes to reach catalog targets).
• Executive Reporting and Narrative
  • Prepare documents for senior reporting, such as business review documents, leadership updates and planning reports.
  • Turn detailed operational status into clear and concise narrative documents that help VP-level and above executives make decisions.
• Catalog Defect Investigation and Resolution
  • Lead a small investigation team dedicated to root cause analysis (RCA) of catalog defects.
  • Write Correction of Error (CoE) documents that include clear milestones and owners.
  • Work with colleagues in other departments and oversee the entire process until defect resolutions are actually applied.
  • As team lead, set quality standards for the investigation process, strengthen the team's analytical capability, and maintain defect handling speed to meet the organisation's requirements.
• Strategic Initiatives
  • Identify and resolve urgent and important problems that do not fall within any specific team's remit.
  • Define the scope of ambiguous problems, align the views of stakeholders, and drive the final outcome.

Requirements

• 8+ years of experience in operations, programme management or management consulting (including 3+ years managing multi-workstream programmes in a large-scale operations environment)
• Experience delivering results by exercising influence over departments and organisations you do not directly manage
• Excellent written communication: the ability to summarise complex progress across several departments into concise documents that executives can decide on immediately
• Experience designing and running operating processes (such as business reviews, planning cycles and escalation processes)
• Understanding of operational data: sampling concepts, quality metrics and capacity model skills sufficient to validate data reported by each team
• Experience leading or mentoring small operations or programme teams (able to perform both hands-on practitioner and people manager roles smoothly)

Preferred qualifications

• Experience working in quality-focused operations areas such as e-commerce, marketplace operations, catalog, content, and Trust & Safety
• Experience supporting C-level and executive leaders in a multinational organisation spread across several sites
• Business-level English speaking and writing skills, together with the ability to use Korean or Chinese
• Experience tracking programmes and projects with Jira in a large organisation

Selection process and notes

• Selection process
  • Document screening - job fit interview - core competency interview - final acceptance
  • 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 any false information in your application, acceptance may be cancelled.
  • Employment protection recipients (veterans, persons with disabilities, etc.) may receive preferential hiring in accordance with relevant laws.
  • Job grade 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 acceptance notice.
  • Hiring may be restricted if the legally required qualifications for recruitment and performance of work are not met.
  • Employment is permanent and includes a 12-week probationary period. However, where required for business reasons, the above probationary period may be waived, shortened or extended.

Privacy policy 

• Coupang Group collects and processes your personal data in accordance with the applicant personal data processing policy (link below). https://www.coupang.jobs/kr/privacy-policy/

Application document return policy 

1. This notice is given pursuant to Article 11(6) of the Act on the Fair Hiring Procedures.
2. Applicants who applied to our recruitment and were not finally accepted may request the return of the application documents they submitted in accordance with the Act on the Fair Hiring Procedures. However, this does not apply where documents were submitted via the website or by email, or where the applicant voluntarily submitted them without our request; and where application documents have been lost due to natural disasters or other reasons not attributable to us, they are deemed returned.
3. Applicants requesting the return of application documents under paragraph 2 above should complete the application document return request form [Form No. 3 of the Enforcement Rules of the Act on the Fair Hiring Procedures] and submit it by email ([contact details removed]). Upon confirmation of submission, we will send the documents by registered post to the address specified within 14 days. In this case, registered postage will be charged to the recipient, so please note this. 
4. In preparation for return requests under paragraph 2 above, we will keep the original application documents submitted by applicants for 180 days from the date the hiring decision is confirmed. If return is not requested by then, we will destroy all application documents 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.