Manager, Seller Service (Training Manager) at Coupang

Taipei, TaiwanFull-timeCustomer ServicePosted 10 days ago

About the Role

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 Overseas” 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?” Position : Manager, Seller Service (Training Manager)     Role Overview: We are seeking a highly motivated Training Manager who is obsessed with seller experiences and possesses a "Day 1" mindset. This isn't just about training delivery; it's about designing for scale and measuring for impact. You will own the end-to-end educational ecosystem and ensure that our internal consultants and third-party (OSP) partners are equipped to provide outstanding service while maintaining operational efficiency. You will raise the bar for seller experience by using data-driven insights to identify performance gaps and implement scalable, high-efficiency learning solutions. You will be expected to break the trade-off between training quality and operational productivity, ensuring our consultants are equipped to "WoW" our customers while maintaining peak operational efficiency. Key Responsibilities <ul> <li>Strategy & Roadmap: Design and execute the long-term L&D strategy for Seller Support, ensuring alignment with Coupang’s rapid business expansion in Taiwan.</li> <li>Curriculum Architecture: Responsible for the design, creation, audit, and maintenance of all training content. You will ensure materials are "living documents" that iterate based on process changes.</li> <li>Digital Transformation: Lead the shift from traditional classroom training to high-efficiency E-learning and "Just-in-Time" learning modules to minimize operational downtime.</li> <li>Data-Driven Intervention: Deep-dive into operational metrics (CSAT, QA scores, AHT) to identify root causes of errors and design targeted training interventions that deliver measurable ROI.</li> <li>Performance Analytics: Build 360-degree feedback loops and analytics to measure the seller-support knowledge journey. Provide regular reporting on training effectiveness against organizational goals to senior stakeholders.</li> <li>Stakeholder Management: Partner with Ops Leaders and Product teams to translate complex policy changes into simple, actionable training for consultants.</li> <li>Leadership: Manage and coach a lean, high-performing team. You are responsible for their performance outcomes and the quality of the content they produce.</li> </ul> Essential Qualifications: • Seniority: 5+ years of experience in L&D, Corporate Training, or Operational Excellence, with at least 2 years in a management/leadership role. • Industry: Proven track record preferably in BPO, high-volume Call Center environments and or Supply Chain. • Data Literacy: Strong ability to use Excel (Pivot tables, VLOOKUP) and data visualization to justify training needs and show results. • Educational Technology: Experience with Learning Management Systems (LMS) and E-learning content creation (Articulate, Captivate, or similar), Microsoft Powerpoint, Adobe Suite for video production is preferred though not mandatory. • Communication: Fluent in English and Mandarin. Ability to "Disagree and Commit" while maintaining strong cross-functional relationships and "Influence without Authority.   Remuneration Salary is negotiable (in accordance with regulations, the regular monthly salary is above NT$40,000).   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. Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.   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/privacy-policy/

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