About the job
Join Our Team as a Delivery Management Specialist!
At Coupang, we're dedicated to delivering exceptional service to our customers. As a Delivery Management Specialist, you will play a crucial role in ensuring our delivery operations meet the highest standards of quality and efficiency.
Key Responsibilities:
• Oversee real-time performance metrics such as SLA adherence, supply quality, and on-time delivery rates.
• Proactively implement corrective measures, including alerting relevant stakeholders and escalating issues to uphold service excellence.
• Collaborate with workforce management, customer support, and delivery operations teams to identify and resolve operational bottlenecks.
• Conduct root cause analyses of service disruptions and execute immediate quality improvement initiatives.
• Lead daily briefings on service quality, providing insightful performance analysis to management.
• Create and update standard operating procedures (SOPs) for managing quality interventions and escalations in real-time.
• Utilize real-time data to inform decision-making and enhance staffing and capacity strategies.
• Provide training and support to frontline teams on best practices for maintaining high service quality.
• Engage in ongoing improvement projects and service recovery strategies.

