Position: IPO QA Manager
As the IP Operations QA Manager, you will be responsible for building and overseeing the quality governance framework for our Intellectual Property Operations (IPO) team. You will lead a dedicated team of QA specialists to ensure that every decision—from seller gating to counterfeit detection and appeal reviews—is accurate, consistent, and compliant with our global policies.
Your mission is to act as the "second line of defense," ensuring that our agents maintain the highest standards of integrity while protecting customers and brand owners on our platform.
The responsibility of IP Operations team is as follows:
- IP Monitoring: Proactively monitor brand listings to detect and remove counterfeit products, ensuring a safe and consistent shopping experience for customers.
- Seller Gating: Vet seller distribution channels through pre- and post-gating reviews to ensure only authorized and compliant listings enter the marketplace.
- Appeals & Escalation: Conduct forensic reviews of seller appeals to verify the authenticity of supply chain documentation and accurately resolve suspected counterfeit disputes.
- Intellectual Property Rights (IPR): Rapidly process and investigate external reports of IP infringement to mitigate legal risks and maintain brand owner trust.
Key Responsibilities
- Quality Framework & Strategy: Develop, implement, and maintain a comprehensive quality assurance framework for the IPO team. This includes defining clear quality standards, evaluation criteria, and performance metrics that align with business goals.
- Process Auditing & Evaluation: Conduct regular audits of the IPO process, from initial complaint intake to root cause analysis and resolution. Ensure all stages are executed correctly and in compliance with established policies and procedures.
- Team Leadership & Development: Lead, mentor, and coach a team of Quality Assurance Specialists. Provide regular feedback, conduct calibration sessions, and develop training programs to enhance their analytical skills and knowledge of quality standards.
- Data-Driven Analysis: Analyze quality metrics, including defect rates, resolution times to identify trends, process bottlenecks, and opportunities for improvement.
- Cross-Functional Collaboration: Partner with the IP Operations Manager to provide insights that inform policy updates and process enhancements. Work with other cross-functional teams to share feedback and ensure a unified approach to quality.
Essential Qualifications
- A minimum 3-5 years of experience in a Quality Assurance or similar role, with at least 2 years in a management or team lead position.
- Proven experience in customer service, technical support, or e-commerce environment.
- Strong knowledge of quality management principles, methodologies (e.g., Six Sigma, Lean), and auditing best practices.
- Exceptional analytical skills with the ability to interpret data from various sources (e.g., customer feedback, system logs) to draw meaningful conclusions.
- Excellent leadership, communication, and interpersonal skills, with the ability to influence and align diverse teams toward a common goal.
- Experience with quality management software and a high level of proficiency with data analysis tools (e.g., Excel, BI tools).
Preferred Qualifications
- Bachelor's degree in Business, Communications, or a related field.
- Experience working in a fast-paced, high-volume environment.
- Certification in Quality Management (e.g., Six Sigma Green/Black Belt, CQE).
- Familiarity with ticketing systems (e.g., Zendesk) and customer engagement platforms (e.g., Genesys).
Skills Required
- 3-5 years of experience in a Quality Assurance or similar role
- at least 2 years in a management or team lead position
- Proven experience in customer service or e-commerce environment
- Strong knowledge of quality management principles and methodologies
- Exceptional analytical skills
- Excellent leadership and communication skills
- Experience with quality management software and data analysis tools
Coupang Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Coupang and has not been reviewed or approved by Coupang.
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Healthcare Strength — Benefits are described as robust, including medical, dental, vision, disability, life, mental health, and transgender healthcare. Some locations also offer on-site or virtual health screenings that enhance preventive care access.
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Retirement Support — Financial programs include a 401(k) with company matching and an employee stock purchase plan alongside performance bonuses. Feedback suggests these elements provide a structured foundation for long-term savings and wealth building.
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Leave & Time Off Breadth — Paid time off is described as generous with accrual increasing with tenure, complemented by company-paid holidays and parental leave. Flexible work arrangements in some roles further support time away when needed.
Coupang Insights
What We Do
We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did we 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 e-commerce industry from the ground up. We are one of the fastest-growing e-commerce companies that established an unparalleled reputation for being a dominant and reliable force in South Korean commerce. 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. We are all entrepreneurial, surrounded by opportunities to drive new initiatives and innovations. At our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact. At Coupang, 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 break traditional tradeoffs. Join Coupang now to create an epic experience in this always-on, high-tech, and hyper-connected world.
Why Work With Us
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 our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact.
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