Company Introduction 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 Oversea” 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?” Role Overview As a Manager within the Catalog Audit & AI Operations team, you will hold end-to-end ownership of our platform's catalog integrity, compliance strategies, and site merchandising accuracy. In this strategic leadership role, you will design and enforce Global CX Policy frameworks across cross-border markets while pioneering the integration of Agentic AI Audit operations to scale catalog review efficiency without sacrificing quality or brand safety. You will directly manage, mentor, and develop a high-performing team of Assistant Managers and operational specialists, establishing workforce scaling models and KPIs. Leveraging advanced analytics, you will transform defect data into long-term strategic roadmaps, driving large-scale automation initiatives and partnering with global Product, Compliance, and Category leaders to engineer root-cause solutions for platform errors. What You Will Do Strategic Leadership & People Management - Team of Teams Leadership: Directly lead, mentor, and scale a multi-tiered organization, managing Assistant Managers and frontline auditors to foster a culture of high performance and career growth. - Organizational Design: Oversee headcount planning, budget allocation, resource optimization, and operational scheduling models to ensure maximum SLA efficiency. - Performance Governance: Define organization-level KPIs, driving team accountability, calibration workflows, and professional excellence across shift-based structures. AI Operations & Global Policy Governance - Agentic AI Governance: Architect and steer the deployment of Agentic AI Audit workflows, establishing the validation logic, parameters, and human-in-the-loop governance to ensure AI outputs exceed quality and safety standards. - Global Policy Ownership: Design, localized, and enforce robust Global CX Policy frameworks across dynamic cross-border markets, mitigating legal, financial, and brand risks. - Platform Security: Anticipate emerging catalog vulnerabilities and global compliance variations, proactively adapting defensive audit systems. Data Analytics & Cross-Functional Innovation - Executive Insights: Translate complex catalog defect metadata into high-level business intelligence and structured action plans for executive and senior leadership. - Process Automation: Spearhead enterprise-level automation initiatives (e.g., RPA, LLM integration) to eliminate manual operational bottlenecks and scale catalog processing volume exponentially. - Cross-Functional Root-Cause Engineering: Partner closely with global Product, Compliance, Legal, and Category Management teams to perform deep-dive root-cause analysis, driving product fixes that permanently eliminate platform errors. Key Performance Indicators (KPIs) - Global Catalog Quality: Reductions in platform defect rates and substantial improvements in site merchandising compliance. - Operational Scale & ROI: Cost savings and efficiency gains achieved through successful process automation and Agentic AI operations. - SLA & Backlog Management: Consistent adherence to operational turn-around time (TAT) and high precision in queue sorting. - Talent Development: High retention rates among high-potential employees (HiPo) and progression planning for leaders. Basic Qualifications - Experience: 6+ years of professional experience in E-commerce Catalog Operations, Trust & Safety, Content Moderation, or Operations Quality Assurance. Recruitment Process and Others Recruitment Process - Application Review - Job Fit Interview - Focus 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/