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[Coupang Eats Services] Delivery Partner CX Planning/Strategy Manager

Coupang Eats ServicesSeoul, South Korea
On-site Full-time

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Experience Level

Experience

Qualifications

QualificationsStrong analytical skills with a data-driven mindset. Experience in managing projects effectively. Excellent communication and teamwork abilities. Proficient in using analytical tools and software. Background in customer experience or service management is a plus.

About the job

Coupang Eats Services is dedicated to establishing a differentiated strategy for delivery services, enhancing support for customers, store owners, and delivery partners alike.

We aim to provide an exceptional customer experience by delivering food quickly and safely anytime, anywhere, while ensuring stable sales opportunities for store owners through our comprehensive one-stop service from order to delivery and customer interaction.

Our team, composed of experts from various fields, works as a cohesive unit to understand and research the values desired by customers, store owners, and delivery partners, driving innovation and paradigm shifts.

Role Overview

The CXM team is responsible for managing all customer feedback directed to Coupang Eats Services, performing operations such as data analysis and call monitoring to resolve issues and enhance customer satisfaction.

The team is segmented to focus not only on regular customers but also on Eats Delivery Partners and store operations, maximizing satisfaction through all activities.

Additionally, we have a Risk Management team that swiftly addresses critical issues from customers, delivery partners, and stores, ensuring service quality by monitoring risks and establishing dispute resolution policies and preventive measures.

Key Responsibilities

  • Identify improvement items based on data analysis - Collect, process, and analyze various evidence and data for logical decision-making, suggesting improvement items based on analysis results.
  • Establish and report improvement plans - Detail the identified improvements into actionable plans, regularly reporting progress and outcomes to stakeholders.
  • Project management - Lead small-scale projects from planning through execution and completion, managing schedules, resources, and quality to meet objectives.
  • Development and deployment of Eats Delivery Partner App features - Define requirements for new and improved functionalities, conduct testing and quality assurance post-development, plan and execute feature deployment, and monitor performance post-launch for feedback integration.

About Coupang Eats Services

Coupang Eats Services is a leader in the food delivery industry, committed to enhancing customer experiences and providing robust support systems for its partners. We leverage technology and expert insights to continuously innovate and adapt in a fast-paced environment.

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