Director, Product Management (Customer Experience)

About Coupang

We exist to wow our customers. We know we're doing the right thing when we hear our customers say, "How did we ever live without Coupang?" Born out of an obsession to make shopping, eating, and living easier than ever, we're collectively disrupting the multi-billion-dollar e-commerce industry from the ground up. We are one of the fastest-growing e-commerce companies that established an unparalleled reputation for being a dominant and reliable force in South Korean commerce. 

We are proud to have the best of both worlds — a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been since our inception. We are all entrepreneurial surrounded by opportunities to drive new initiatives and innovations. At our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact. At Coupang, you will see yourself, your colleagues, your team, and the company grow every day. 

Our mission to build the future of commerce is real. We push the boundaries of what's possible to solve problems and break traditional tradeoffs. Join Coupang now to create an epic experience in this always-on, high-tech, and hyper-connected world. 

Digital Customer Experience

• Our vision is to make Coupang the destination to find, explore, research, and buy any product. The Customer Experience Product team builds technology to create magical moments for our customers and ensuring an amazing shopping experience across all platforms. We are obsessed about improving every step of the conversion funnel, from the moment Customers sign up for a new account to finding the product they’re looking for and completing the purchase.

About The Role

• Will lead Product initiatives along with Analytics, UX, and Experimentation teams that enhance Coupang’s core consumer experience across all platforms.
• Define and execute the product vision for LLM-based CX in the core customer journey of Coupang App.
• Lead end-to-end product development, from ideation to launch, for AI-powered tools that automate and personalize customer experience.
• Partner with ML and engineering teams to build scalable infrastructure for training, fine-tuning, and deploying LLMs.
• Collaborate with design teams to ensure generated content meets UX guidelines.
• Drive experimentation and optimization using A/B testing, reinforcement learning, and feedback loops.
• Ensure compliance with privacy, ethical AI, and data governance standards.
• Monitor industry trends and emerging technologies to inform product strategy.

What We’re Looking For

• Bachelor’s or Master’s degree in Computer Science, Engineering, AI/ML, or a related field.
• 7+ years of product management experience, with 3+ years in AI/ML and B2C experience.
• Proven track record of building and scaling AI-powered products, ideally involving LLMs or generative models.Deep understanding of generative AI, prompt engineering, model fine-tuning, and evaluation metrics.
• Strong analytical skills and familiarity with experimentation frameworks and causal inference.
• Excellent communication and leadership skills, with the ability to influence across functions and levels.
• Entrepreneurial mindset with a bias for action and a passion for innovation.

Recruitment Process and Others:

Recruitment Process

• Application Review - 1st Interview - Virtual Onsite Interviews - 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.
• Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants.

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/en/privacy-policy/

Document Return Policy

• This notification is given pursuant to Article 11 (6) of the Fair Hiring Procedure Act.
• A job applicant, who has applied but not been finally selected for a position at Coupang (the “ Company ”), may request the Company to return his/her hiring documents submitted pursuant to the Fair Hiring Procedure Act. However, this will not apply where the hiring documents were submitted via the website of the Company or e-mail, or where the job applicant submitted those documents voluntarily without a request from the Company. In addition, if the hiring documents were destroyed due to a natural disaster or any other reasons not attributable to the Company, such documents will be deemed to have been returned to the job applicant.
• A job applicant who wishes to request the return of his/her hiring documents pursuant to the main sentence of paragraph 2 above should fill out a “Request for Return of Hiring Documents” [Annex Form No. 3 in the Enforcement Rule of the Fair Hiring Procedure Act] and submit the request to the Company by email (recruitingops@coupang.com) In such case, within fourteen (14) days from the date of identifying the receipt of the request, the Company will send the hiring documents to the job applicant’s designated address via registered mail. Please be informed that the job applicant is required to pay the postage on the registered mail.
• In preparation for a job applicant’s request for the return of hiring documents pursuant to the main sentence of paragraph 2 above, the Company shall retain the original hiring documents submitted by the job applicant for 180 days from the completion of the recruiting process. If no request is made until the end of this period, all of his/her hiring documents will be destroyed immediately in accordance with the Personal Information Protection Act.

Equal Opportunities for All

Coupang is an equal opportunity employer. Our unprecedented success could not be possible without the valuable inputs of our globally diverse team.