Principal, Customer Service Program Management

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From Coupang’s original posting

The Customer Service Program Team is looking for an autonomous Senior CS Program Manager to serve as a critical gatekeeper and master process architect for frontline operations. Operating with minimal oversight, you will take full ownership of designing end-to-end operational systems, leading project timeline management, and converting complex business goals into scalable workflows. You possess an exceptional ability to analyze complex data and rapidly translate insights into high-impact operational actions. When unexpected system outages or cross-functional crises arise, you will provide decisive leadership and engineer resilient, risk-mitigated workaround solutions. Ultimately, your mission is to optimize CS internal service workflows for maximum efficiency, preserve an exceptional customer experience, and ensure every launch is delivered on time with a flawless operational framework. What you will do • Architect Scalable Workflows: Design and own the multi-quarter process architecture roadmap for CS frontline operations, transforming complex, fragmented workflows into scalable, standardized enterprise frameworks. • High-Velocity Data-to-Action: Build proactive analytics…