Director, Customer Service (Contact Center Operations)

Coupang is seeking a Director, Customer Service (Contact Center Operations) to lead the daily operations of the front-line customer service center, ensuring service quality, organizational expansion capabilities, and operational efficiency.

Requirements

• More than 12 years of customer service operations, contact center management, or BPO operation experience
• Background in high-traffic e-commerce, technology, or retail industries is particularly excellent
• Leadership experience in managing large-scale, multi-level operation teams (hundreds of people)
• Data analysis skills to glean insights from operational data and propose improvement strategies
• Experience in supplier and contract negotiations
• Mandarin Chinese native language or fluency
• Fluent English communication skills