Senior Manager, Program Manager – Instock Management (Inbound, Vendor Quality & CX)

Company Introduction  

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?”   

Role Overview  

We are hiring Program Managers for our Instock Management team to optimize product quality and customer experience. In this role, you will establish a verification process for T0 (Direct) and T1 (Authorized) vendors and build a Vendor Scorecard to monitor operational defects (Andon cords). You will partner closely with FC, BM, and CS teams to manage SLAs, reduce the aging of defects, and enforce a rigorous block/unblock mechanism for underperforming vendors. This is an excellent opportunity for data-driven operators who excel at cross-functional execution and continuous inbound supply chain improvement.

What You Will Do 

We are seeking for dynamic, data-driven, and highly strategic Program Managers to join our Instock Managementteam. In this role, you will sit at the critical intersection of inbound supply chain health, product quality, and customer experience.

You will own the operational framework for managing and auditing our supply base, specifically classifying them into $T0$ (Direct Vendors) and $T1$ (Non-Direct but Authorized Vendors). A core focus of this role will be designing and scaling a comprehensive Vendor Scorecard to track operational and quality defects (Andon cords). You will also build and enforce the governance mechanism to block non-compliant vendors from our platform and establish clear pathways for them to be unblocked once corrective actions are met.

Key Responsibilities

1. Vendor Classification (T0 / T1) & Verification

• Setup and manage the operational and verification process for profiling vendors into distinct tiers:
• T0: Direct Vendors (1P/Direct brand relationships).
• T1: Non-Direct but Authorized Vendors (Distributors/Authorized resellers).
• Ensure that both tiers adhere to strict quality, authenticity, and packaging guidelines before their products enter our inbound supply chain.

2. Vendor Scorecarding & Andon Tracking

• Design, build, and maintain a centralized Vendor Scorecard to track, aggregate, and analyze the volume and frequency of Andon cords triggered by each vendor.
• Use scorecard data to hold vendors accountable, identifying chronic offenders and systemic defect trends (e.g., high damage rates, incorrect labeling, or counterfeit/quality flags).

3. Enforcement Mechanisms (Block / Unblock Process)

• Establish a rigorous, fair, and automated governance policy to Block vendors who breach acceptable Andon thresholds, protecting the customer experience from low-quality products.
• Design a clear, structured Unblock mechanism, outlining the exact standard operating procedures (SOPs) a vendor must complete—such as Root-Cause Analysis (RCA) and Corrective and Preventive Actions (CAPA)—to regain listing privileges.

4. Inbound Supply Chain & Cross-Functional Resolution

• Partner closely with Fulfillment Centers (FC Inbound/Quality teams), Business Management (BM), and Customer Service (CS) to investigate and resolve triggered Andons rapidly.
• Manage and optimize the Service Level Agreements (SLAs) for Andon resolution, implementing processes to eliminate the aging of open issues and unblock sellable inventory.

5. Continuous Improvement & Prevention

• Act as an operational consultant to $T0$ and $T1$ vendors, helping them improve their supply chain and QA processes.
• Shift the business from reactive firefighting to proactive prevention, building long-term mechanisms that reduce overall Andon generation at the source.

Basic Qualifications  

• Experience: at least 3–5+ years in Program Management, Instock Management, Supply Chain, Vendor Compliance, or Operations.

• Cross-Functional Leadership: Exceptional ability to influence internal stakeholder teams (Fulfillment Center, Buying, Customer Service) and external vendor partners without direct authority.

• Analytical Problem-Solving: High data literacy (SQL/Excel/BI tools experience is a plus); ability to turn defect data into actionable scorecard metrics and execute root-cause analysis (5 Whys, Lean/Six Sigma)

• Mandarin and English language proficiency required 

Recruitment Process and Others  

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. 

Details to Consider 

• This job posting may be closed prior to the stated end date for application if all openings are filled.
• Coupang has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process.
• Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws. 

Privacy Notice​ 

• Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below: https://www.coupang.jobs/privacy-policy/​