[Customer Experience] Senior Director, Product Management

• Our vision is to make Coupang the destination to find, explore, research, and buy any product. The Customer Experience Product team builds technology to create magical moments for our customers and ensuring an amazing shopping experience across all platforms. We are obsessed about improving every step of the conversion funnel, from the moment Customers sign up for a new account to finding the product they’re looking for and completing the purchase.

• Will lead Product, Analytics, UX, and Experimentation teams that enhance Coupang's core consumer experience across all platforms.
• Define and execute the product vision for LLM-based UX 
• Lead end-to-end product development, from ideation to launch, for AI-powered tools that automate and personalize customer experience
• Partner with ML and engineering teams to build scalable infrastructure for training, fine-tuning, and deploying LLMs.
• Collaborate with design teams to ensure generated content meets UX guidelines. 
• Drive experimentation and optimization using A/B testing, reinforcement learning, and feedback loops.
• Ensure compliance with privacy, ethical AI, and data governance standards.
• Monitor industry trends and emerging technologies to inform product strategy.

• Bachelor’s or Master’s degree in Computer Science, Engineering, AI/ML, or a related field.
• 7+ years of product management experience, with 3+ years in AI/ML and B2C experience 
• Proven track record of building and scaling AI-powered products, ideally involving LLMs or generative models.
• Deep understanding of generative AI, prompt engineering, model fine-tuning, and evaluation metrics.
• Strong analytical skills and familiarity with experimentation frameworks and causal inference.
• Excellent communication and leadership skills, with the ability to influence across functions and levels.
• Entrepreneurial mindset with a bias for action and a passion for innovation.

Recruitment Process and Others  

Recruitment Process  

• Application Review - Phone Interview - Onsite (or Virtual Onsite) 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/