Program Manager (Search and Discovery)

Key Skills

Aartificial intelligence, Algorithms, Analytical and Problem solving, Construction, Content Generation, Data Analysis, Data Discovery, Data Modeling, Data science techniques, Forecasting, Google Products, KPIs, Large scale data processing, Leadership, Machine learning techniques, Operations Analytics, Product Development, Product Management, Project management, Service Delivery

Job Description

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.

Search and Discovery

The Search and Discovery Team is responsible for creating a world class search and discovery shopping experience for our customers, from intent based shopping to delighting the customer with serendipitous product discovery on every visit. We are obsessed with optimizing the entire search customer journey, from query understanding and search relevance to personalized and category/mission aware search and recommendation experiences. We believe the experience for finding the right fresh groceries delivered to your door the next morning, should be personal and different from shopping for a new laptop or your next pair of jeans. Search and Recommendations drive over 70% of product discovery for our millions of daily customers, so the scale and impact of our work is massive!

Role Overview

As a Program Manager for Data Operations team, you will collaborate with product management, engineering, data science, and external vendor partners to support the development of machine learning algorithms, metrics, and analyses within the Search and Discovery team.

What You Will Do

• Manage local Product Support Operations functions, including program and service delivery, KPIs, reporting, and forecasting.
• Establish operational and financial processes, and system-wide tooling.
• Develop and execute strategies for large-scale data collection, lead data labeling efforts and generate insights
• Collaborate with product teams to construct product roadmaps and signal generation/machine learning strategy
• Identify and implement opportunities to improve operational efficiencies, quality, and scalable solutions.
• Create and maintain global Product Support dashboards that show adherence to KPIs and reveal trends and insights
• Oversee vendor teams' day-to-day workflows and metrics for data labeling efforts
• Manage vendor service performance and costs
• Drive continuous improvements in support initiatives with a focus on efficiency and quality.

Basic Qualifications

• Fluent in English
• 5+ years of experience in tech, operations, or consulting
• Experience communicating results of analysis to senior leadership.
• Experience presenting to senior executive audiences or C-levels.
• Strong critical thinking/analytical experience
• Strong excel skills including Data analysis and modeling

Preferred Qualifications

• Experience in training and managing vendor partners across multiple projects in a highly cross-functional environment.
• Experience building 0-1 products, platform/ecosystem products, or marketplaces.
• Experience of AI/ML and labeling operation

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.

Privacy Notice

• Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice is located below.

https://privacy.coupang.com/en/land/jobs/

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 It by email (recruitingops@coupang.com). 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 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 is not met.

Equal Opportunities for All

Coupang is an equal opportunity employer. Our unprecedented success could not be possible without the valuable inputs of our globally diverse team.