IP Operations Shift Manager
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
The IP Operations Team serves as a strategic firewall dedicated to preserving brand integrity and marketplace trust. We execute a dual-layered approach of proactive defense and forensic verification, including IP Monitoring to remove counterfeits and Seller Gating to vet distribution channels. Our team also manages high-stakes Appeals and IPR enforcement, conducting forensic audits of supply chain documentation to resolve disputes and mitigate legal risks.
As an IPO Shift Manager, you will be responsible for the daily execution of our Intellectual Property protection mission. Reporting to the IPO Manager, you will lead a team of agents in a fast-paced, shift-based environment. Your goal is to ensure that every ticket—whether it is a counterfeit detection, seller gating review, or IPR report—is handled with precision, speed, and in full compliance with Coupang’s standards. You are a coach, a people manager, and an operational expert.
What will you do?
- People & Performance Management: Lead, mentor, and manage the daily performance of a team of agents. Conduct regular 1-on-1s, identify performance gaps, and provide real-time coaching to improve accuracy and productivity.
- Shift & Resource Governance: Manage shift schedules to ensure 24/7 operational coverage, including holiday planning and emergency backup coordination. Monitor real-time ticket queues to balance workload effectively across the team.
- Quality & SLA Oversight: Ensure the team consistently meets or exceeds Service Level Agreements (SLA). Conduct primary spot checks on high-risk cases (Seller Gating and Appeals) to ensure agents are following forensic protocols.
- Escalation Handling: Act as the first point of escalation for complex cases. Support agents in making "tough calls" regarding inventory deactivation or seller rejections.
- Process Feedback Loop: Identify recurring operational bottlenecks and provide feedback to the L5 Manager and Policy teams to refine Standard Operating Procedures (SOPs).
Essential Qualifications
- Experience: Minimum 2–3 years of experience in people management or team leadership within a contact center, shared service, or high-volume operations environment.
- Industry Knowledge: Basic understanding of Intellectual Property Rights (IPR), e-commerce compliance, or risk management.
- Leadership: Proven ability to motivate a team and manage performance through data-driven coaching.
- Communication: Ability to translate complex instructions into clear, actionable tasks for agents.
- Analytical Skills: Proficiency in using Office Automation (OA) tools and Excel to track team metrics and generate shift reports.
- Resilience: Comfortable working in a high-pressure, fast-paced environment with the flexibility to support rotating shifts if required.
Extra Qualifications (Preferred)
- Forensic Mindset: Experience in document verification, fraud detection, or anti-money laundering (AML) is a strong plus.
- Technical Savvy: Familiarity with SQL or data visualization tools (PowerBI/Tableau) to assist in identifying team performance trends.
- Continuous Improvement: Experience with Six Sigma, Lean, or other process improvement methodologies.
- Language: English or Korean speaking ability is a strong plus for cross-regional collaboration.
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.
Things 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.
