Sr. Program Management Specialist (Business Intelligence)

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?” Position: Sr. Program Management Specialist (Business Intelligence) Role Overview: The Customer-Centric Planning team is looking for a senior Business Analyst that enables active and fast drives, providing customer Insights analysis, manage risks and opportunities for improving customer experience (CSAT), and ultimately supporting company-wide strategic decisions. This role requires an individual with excellent attention to details, a knack for operational process planning, analytical capabilities, and strong business acumen. You must be comfortable operating in ambiguous environments and have ownership to identify and lead stakeholders to implement solutions to streamline and accelerate a wide range of business processes. An individual would succeed in this role when you’re a strategic thinker, yet capable of rolling up their sleeves and getting their hands dirty to ensure front-line execution excellence. What You Will Do A senior business analyst helps guide business in improving products, services, marketing programs through data analysis. This person will translate complex or ambiguous business problems into analysis requirements, implement analytical approach and drive actionable recommendations to significantly impact the business. Additionally, this person will contribute to analytics projects designed to help drive Coupang's growth, support specific initiatives from Growth Marketing and other business units, and help less senior business analysts with their development. Design and maintain dashboard for key metrics monitoring; analyze customer data and develop strategic plans to provide service excellence Investigate and conduct in-depth analysis of data-driven "root causes" and propose solutions supported by data and facts and share impact. Drive improvement in operational performance and lead projects to further expand our business and enhance both our customers and partner teams experience. Develop strong ownership for customer data analysis and work with cross-functional teams on company-wide perspectives. Clearly communicates goals, roles, responsibilities, success metrics and desired outcomes to cross functional-project teams and program stakeholders Works independently, but also influences and manages project teams, sub-teams and subject matter experts to develop, test or implement new ideas or process improvements. Analyze customer data and develop strategic plans to provide service excellence Compile and analyze project data to identify trends and opportunities for future growth and improvement Ensures that multiple projects within program roadmap meet specified timelines to deliver results Essential Qualifications 5+ years of experience in data or business analysis preferably in the e-commerce or marketplace industry Ability to leverage intermediate and higher data visualization tools (e.g. Power BI or Tableau) SQL building experience is a must English speaking and writing skill are a must, Korean speaking is a strong plus Clearly communicates goals, roles, responsibilities, success metrics and desired outcomes to cross functional-project teams and program stakeholders Works independently, but also influences and manages project status with stakeholders, and test or implement new ideas or process improvements. When an issue arises, dive dee