About the job
Senior Delivery Management & Onboarding Operations Specialist
Position Overview
Company Overview
Coupang, Inc. (hereafter referred to as Coupang) is a leading technology-driven company listed on the NYSE (NYSE: CPNG) and recognized as a Fortune 150 organization. CP One Japan, a wholly-owned subsidiary of Coupang, has launched the innovative food delivery application 'Rocket Now' in select regions of Tokyo, Japan. We are committed to delivering fast, reliable, and customer-focused food delivery services, leveraging Coupang's advanced technology and logistics solutions to meet the needs of Japanese consumers.
Role Summary
The Senior Delivery Management & Onboarding Operations Specialist plays a crucial role in ensuring the quality of onboarding processes for freelance delivery partners. This includes document verification, identity checks, agency management, and the optimization of delivery operations.
As the Onboarding Point of Contact (POC), you will:
- Ensure the accuracy of driver document reviews
- Facilitate swift onboarding processes
- Adhere to compliance standards
- Reduce early funnel leakage
- Lead efforts to prevent fraud (e.g., ID forgery, unauthorized bank account usage).
Key Responsibilities (R&R)
Core Functions — Onboarding / Driver Verification
- Oversee the document checks and ID verification processes conducted by external contractor agencies.
- Own the primary Service Level Agreements (SLAs) for onboarding, focusing on:
- Speed (processing time)
- Accuracy (reducing false approvals/denials)
- Escalation management
- Ensure correct decision-making (approve/reject) in line with policies and operational requirements.
- Continuously track and visualize:
- Vendor repetitive errors
- Fraud signals
- Process gaps
- Driver fraud detection
- Collaborate with relevant teams to redesign the onboarding process.
Delivery Management Operations
- Manage the recruitment and capacity planning for freelance delivery partners.
- Optimize logistics planning and daily delivery operations.
- Develop and implement policies to improve delivery quality.
- Build incentive strategies and partner engagement.
- Monitor and enhance delivery performance (KPIs).
- Engage in cross-functional collaboration with sales, strategy, HQ logistics, and fraud teams.
KPI Metrics
- Achievement of Onboarding SLA
Meeting agreed-upon speed and accuracy metrics. - Vendor Quality Control
Reduction of agency errors, decrease in rework, and minimization of escalations. - Visualization and Identification of Fraud Signals
Documenting fraudulent patterns and proposing preventive measures.
Qualifications
Required Qualifications (Must Have)
- Experience in customer support or account management.

