Director, Sales Operations & Program Management

• →Own & drive the planning for entire marketplace business in collaboration with cross functional stakeholders to ensure the goals are aligned
• →Ensure there are right metrics and frameworks to measure the goals effectively

• Leverage data to make informed decisions, track program performance, and identify areas for improvement.
• Develop robust reporting systems and dashboards to provide insights to stakeholders and drive accountability.
• Utilize seller feedback, customer feedback, market trends, and A/B testing to refine program initiatives and meet evolving business needs.
• Drive right processes and business reviews to monitor the objectives on a daily/weekly/monthly basis depending on the audience

• Demonstrate the ability to dive deep into understanding Coupang’s products, competitive landscape, seller expectations, and customer expectations to identify areas for marketplace growth.
• Innovate and drive seller focused initiatives keeping Coupang customers in mind.
• Ensure a high quality GTM of any new initiatives to all relevant stakeholders and own new initiatives till they reach right levels of adoption

• Dive deep into operational processes to diagnose gaps, identify improvement opportunities, and develop recommendations for future-state processes.
• Lead process improvement efforts to streamline operations, increase efficiency, and validate improvement initiatives to ensure measurable impact.
• Utilize PM methodologies to optimize processes and support continuous improvement.

• Enable the sales teams with the right mechanisms and tools to improve conversion metrics across seller acquisition funnels
• Train the sales teams and improve AM pitch and enable them to have a high-quality outcome oriented interactions with the sellers

• Ensure fair and unbiased lead and account assignment logics to the sales team
• Drive goal setting at an AM level
• Monitor and track sales performance across metrics for seller acquisition and account management teams
• Create and drive efficient incentive structures for the sales team which help marketplace in meeting and exceeding goals.

• Lead and guide project teams across various business lines, ensuring alignment on program goals and efficient execution.
• Oversee the planning, design, and delivery of strategic initiatives, monitoring project progress and reporting results to senior management.
• Establish and monitor success metrics, tracking project outcomes and adjusting approaches to ensure impactful results.

• Partner with senior business leaders across Coupang to design and implement programs that drive operational and customer experience goals.
• Communicate findings effectively, ensuring actionable insights are followed through and fostering adoption through KPI-driven management.
• Guide and support cross-functional teams in planning, designing, and executing end-to-end programs and processes.

Qualifications  

• 10+ years of experience in program management, operations, or retail, with a strong focus on account management, sales and process improvement.
• Demonstrated ability to lead complex, cross-functional projects and work effectively with senior stakeholders.
• Strong analytical skills and experience using data-driven insights to inform decision-making and track program success.
• Familiarity with program management tools and process improvement methodologies
• Excellent communication and interpersonal skills, with a track record of influencing and leading cross-functional teams.
• Experience in a fast-paced, high-growth retail, startup or e-commerce environment preferred
• Fluence Mandarin and English communication skills

  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. 

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