Group Product Manager

About the job 

Group Product Manager (Post Purchase Experience) 

Company 

We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did I ever live without Coupang?” Born out of an obsession to make shopping, eating, and living easier than ever, we’re collectively disrupting the multi-billion-dollar commerce industry. We are one of the fastest-growing retail companies that established an unparalleled reputation for being a leading and reliable force in the commerce industry. 

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 since our inception. At Coupang, every day is filled with the excitement of building, 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 challenge traditional tradeoffs. Join Coupang now to create an epic impact in this always-on, high-tech, and hyper-connected world. 

Job Introduction 

Customer Service Intelligence vision is to eliminate the need for customers to contact support by leveraging data and the latest technology. We aim to provide the right resolution to customers' needs by investing in building effective processes, ensuring clear and transparent communication, and transforming any negative experience into a delightful customer experience. If customers still need to contact us, we will provide a platform that is easily accessible, offers immediate connection, and is effective on their preferred channel. We aspire to provide our customers and stakeholders a “Perfect Contact Experience” with the aim to nurture lasting and loyal customer relationship 

This product role would require you to work closely with customer support, engineering, design, data science and other key stakeholders in driving the core charters of CSI. The role requires strong analytical skills, effective communication, and stake holder management skills. 

Job Overview 

• Own the product vision, strategy, roadmap and KPIs for the specific areas of Customer Services Intelligence within the post purchase experience domain 

• Manage the entire product life cycle from inception to launch, including writing product requirements, defining use cases, and setting success metrics 

• Define new projects with clear goals and timelines achieved through multi-party communication and detailed project management processes 

• Inspire the team with the product vision and work cross-functionally to bring the product to life 

• Own and drive improvements including running A/B tests and impact analysis of the features you ship 

Qualifications 

Required 

• 10+ years of product management experience, with a track record of developing and executing a compelling product vision in large scale consumer internet startups 

• Analytical thinker who works well in a fast-paced, data-driven and highly ambiguous entrepreneurial culture 

• Demonstrated ability to work with cross-functional teams and manage multiple projects 

• Bias for action and willingness to get your hands dirty to get the job done 

• Sound business judgment and proven ability to effectively communicate and influence others 

• Superior verbal and written communications skills 

• Bachelor's degree in Engineering, Statistics or equivalent experience 

Preferred  

• Prior product management experience in in post purchase experience – customer support platforms, chat bot, enquiry ticketing platforms 

• Prior experience in eCommerce / Logistics / QCommerce 

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.