Senior Manager, Product Operations

Job Description: 

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.  

Powered by an outstanding end-to-end e-commerce and logistics network and a fanatical culture of customer centricity, Coupang has broken tradeoffs around speed, selection, and price. Today, we provide exceedingly fast shipping speeds on millions of items including fresh groceries, delivered within hours nationwide, 365 days a year.  

We are doing this for millions of consumers in Korea, one of the world’s largest and fastest growing e-commerce markets. Korea is currently the 5th largest e-commerce market in the world.

Finance Platform and Engineering (FPE) Product team owns the procure-to-cash, order-to-cash and sellers’ settlement experience across various business verticals at Coupang. Our team collaborates with various Engineering, Finance, Seller Experience and Support teams to ensure that all transactions produced by the various platforms at Coupang with financial impact are accurately accounted for to ensure that our suppliers and sellers are paid precisely and on-time.

Product Operations sits at the intersection of product and business strategy, customer delivery, and operational execution. Product operators are responsible for delivering the customer and analytical insights that shape our product evolution, driving fully enabled and fully evaluated product releases, and leading operational processes that both “keep the lights on” and help identify improvements in how Coupang executes on its mission to save businesses their most valuable resources – time and money. 

As a Senior Manager of Product Operations for the FPE Product team, you will lead, and build, a team of product operators to drive massive success for Coupang’s financial products.  

Key Responsibilities: 

• Establish and refine Finance Platform and Engineering Product Operation team’s mission, rituals, and goals, combining elements from traditional product operations, business operations, and strategy & ops teams. 

• Invest in building high-leverage product analytics tracking and customer listening methods to surface opportunities for improving the customer experience in the product group. 

• Establish and measure customer and business performance metrics and reviews alongside the Product and Business stakeholders, and drive accountability to results during high impact launches and/or financially impactful products. 

• Identify opportunities to automate, optimize, and refine processes to help FPE scale operationally as we continue to expand the scope of our products and the size of our customer base. 

• Earn the trust of key internal business, product and operational partners to ensure their needs are reflected in product and process roadmaps. 

• Coach and develop direct reports and other Product Operations team members to increase their influence and impact across their engineering, product, customer facing, and leadership partners. 

Qualifications: 

• Bachelor's degree in engineering, business, finance, data science and analytics, or a related field. 

• Minimum 6 years' experience in Product Management, Product Operations, Management Consulting, Business Operations and/or Strategy & Ops roles. 

• Minimum 2 years' experience managing individuals and/or managers in dynamic, fast paced environments. 

• Strong expertise and familiarity with developing and managing OKRs, operational KPIs, and continuous improvement. 

• Highly strategic thinker with experience setting ambitious and well-defined team goals and delivering on them successfully. 

• Strong analytical skills with the ability to interpret and present complex data effectively. 

• Proficiency in querying databases (e.g., SQL, Python) and data visualization tools (e.g., Excel, Tableau, Power BI). 

• Strong cross-functional background partnering with support, sales, product, engineering, design, and operations teams. 

• Excellent communication and collaboration skills to work effectively with cross-functional teams. 

• Ability to manage multiple tasks and meet deadlines in a fast-paced environment. 

Preferred Qualifications: 

• Experience in the tech or financial services industry. 

• Knowledge of eCommerce settlement operations and financial reconciliation processes.