What You Will Do
• Drive organization-wide strategies, roadmaps, and frameworks that support hyper-growth and long-term organizational agility.
• Lead, mentor, and grow a team of managers and individual contributors, fostering an environment modeled on Coupang’s Leadership Principles.
• Own critical business KPIs and operational SLA metrics, building robust business cases and running complex data models.
• Act as a “working manager”—willing to break down complex problems into clear, actionable steps and get your hands dirty alongside your team.
• Partner with global product, operations, legal, and engineering stakeholders to navigate local operational dependencies and align cross-functional visions.
Key Responsibility
• Strategic Leadership: Develop and execute end-to-end strategy and scaling roadmaps for your designated business unit or product line.
• Team & People Management: Direct headcount planning, performance management, and career development for your direct and indirect reports.
• Data-Driven Optimization: Conduct rigorous Root Cause Analysis (RCA) to solve systemic issues and continuous process optimization.
• Cross-Functional Collaboration: Influence and align goals with international teams across different time zones to execute unified company objectives.
• Risk & Lifecycle Management: Proactively identify project bottlenecks, manage operational risks, and oversee the lifecycle of major business rollouts.
• Champion a data-driven approach to Cx audit defect management by leveraging advanced analytics to isolate root causes, synthesize complex datasets, and systematically eliminate repeat failures.
• Translate these insights into proactive strategies that mitigate risk and optimize overall customer experience standards.
• Lead organizational resilience by successfully steering cross-functional teams through frequent, high-velocity change events and dynamic business shifts.
• Design and execute comprehensive change management frameworks that minimize operational disruption, foster stakeholder alignment, and sustain high performance amidst constant transformation.