Assistant Manager, Quality Assurance (IP Operations - Shift) / IP Operations 輪班副理
Coupang is seeking an Assistant Manager for Quality Assurance in IP Operations to join our team in Taipei, Taiwan. This role is integral to maintaining brand integrity and marketplace trust by overseeing the daily execution of our Intellectual Property protection mission. As an IPO Shift Manager, you will lead a team of agents in a dynamic, shift-based environment, ensuring precise and swift handling of tasks such as counterfeit detection, seller gating reviews, and IPR reports. This position reports directly to the IPO Manager.
In this role, you will be responsible for managing and mentoring a team of agents, conducting regular one-on-one meetings, identifying performance gaps, and providing real-time coaching to enhance accuracy and productivity. You will oversee shift schedules to ensure 24/7 operational coverage, including holiday planning and emergency backup coordination, and monitor real-time ticket queues to balance workload effectively across the team. Additionally, you will ensure the team consistently meets or exceeds Service Level Agreements (SLA), conduct spot checks on high-risk cases to ensure adherence to forensic protocols, and act as the first point of escalation for complex cases, supporting agents in making critical decisions regarding inventory deactivation or seller rejections. You will also identify recurring operational bottlenecks and provide feedback to refine Standard Operating Procedures (SOPs).
The ideal candidate will have a minimum of 2–3 years of experience in people management or team leadership within a contact center, shared service, or high-volume operations environment. A basic understanding of Intellectual Property Rights (IPR), e-commerce compliance, or risk management is essential. Proven ability to motivate a team and manage performance through data-driven coaching is required, along with the ability to translate complex instructions into clear, actionable tasks for agents. Proficiency in using Office Automation (OA) tools and Excel to track team metrics and generate shift reports is necessary. Comfort with working in a high-pressure, fast-paced environment with the flexibility to support rotating shifts is important.
Preferred qualifications include experience in document verification, fraud detection, or anti-money laundering (AML), familiarity with SQL or data visualization tools (PowerBI/Tableau) to assist in identifying team performance trends, experience with Six Sigma, Lean, or other process improvement methodologies, and proficiency in English or Korean for cross-regional collaboration.
Coupang offers a dynamic and innovative work environment where you can contribute to the growth and success of our operations in Taiwan. Joining our team provides an exceptional opportunity to be part of a company that is redefining the shopping experience and creating a world where customers wonder, “How did I ever live without Coupang?”