Manager, Data Analysis (Returns & Customer Service)

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About this role

Manager, Data Analysis (Returns & Customer Service) Taipei, Taiwan 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 As the Senior Manager of Data Analytics, you will lead the intelligence engine for Coupang Taiwan's Post-Purchase Experience, CS & Fraud. You will transform massive datasets into actionable strategies that reduce return defects, fraud, optimize customer service efficiency, and identify opportunities to improve return customer experience. You will lead a team of analysts to bridge the gap between "what happened" and "what we should do next." What You Will Do - Strategic Insights: Lead the end-to-end analytics for the Returns and CS lifecycle. Identify root causes for high return rates (e.g., sizing issues, logistical damage, or fraud) and propose data-backed solutions. - Predictive Modeling: Develop and oversee models to predict return propensity and customer lifetime value (CLV), helping the business proactively manage risk. - Performance Measurement:

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