Lead the product roadmap for Coupang Taiwan's Customer Returns domain, owning end-to-end product development of post-purchase experiences that wow customers from order to resolution. Drive initiatives across Returns/Cancellations/Exchanges, efficiency improvements, and AI/LLM-powered features, partnering with globally distributed engineering, ML, UX, analytics, and operations teams. Use data, experimentation (A/B testing), and customer insight to prioritize trade-offs and deliver measurable business impact as Coupang scales its services.
Responsibilities
Define and drive the product roadmap for the Customer Returns domain, prioritizing initiatives that enhance the core customer experience; Lead end-to-end product development from conception to launch and iteration; Develop hypotheses and run experiments (A/B testing, etc.) to identify trends and deliver measurable business impact; Partner cross-functionally with engineering, ML, UX, analytics, and operations teams, including globally distributed stakeholders; Use data-centric approaches to inform decisions and prioritize trade-offs; Where applicable, define product vision for AI/LLM-based features that improve self-service, agent productivity, and resolution quality
Requirements
Bachelor's degree in engineering, computer science, or a technical/related discipline (or equivalent experience); Minimum 6–8 years of product management experience with a proven track record of shipping consumer-facing products; Demonstrated experience creating and executing product roadmaps from conception to launch; Strong analytical mindset, comfortable in fast-paced, data-driven environments; Ability to manage multiple concurrent projects and iterate rapidly in an agile setting; Strong business acumen and excellent stakeholder communication skills; Bias for action and willingness to roll up your sleeves to get things done
Nice to have
Experience with consumer-facing products in e-commerce, marketplaces, or large-scale digital services; Cross-functional leadership on ambiguous problems across globally distributed teams; Experience with AI/ML, NLP/NLU, LLMs, automation, or data platforms, particularly applied to customer support, contact centers, or self-service; Hands-on data analysis capability (SQL, Excel); Familiarity with experimentation frameworks (A/B testing, reinforcement learning)
Tajwan · Taipei
