Assistant Manager, Quality Assurance (IP Operations - Shift) / IP Operations 輪班副理

About this role

<p> </p> <p><span style="font-weight: bold;">IP Operations Shift Manager</span> </p> <p><span style="font-family: system-ui;">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.</span><span style="font-family: WordVisiCarriageReturn_MSFontSe;"> </span></p> <p>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. </p> <p>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?” </p> <p><span style="font-weight: bold;">Role Overview</span> </p> <p>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. </p> <p><span lang="en-US">As an </span><span lang="en-US" style="font-weight: bold;">IPO</span><span lang="ja"> </span><span lang="en-US" style="font-weight: bold;">Shift Manager</span><span lang="en-US">, 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. </span></p> <p><span style="font-weight: bold;">What will you do?</span></p> <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">People & Performance Management:</span><span style="font-family: Aptos; font-size: 12.0pt;"> 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. </span></li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Shift & Resource Governance:</span><span style="font-family: Aptos; font-size: 12.0pt;"> 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. </span></li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Quality & SLA Oversight:</span><span style="font-family: Aptos; font-size: 12.0pt;"> 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. </span></li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Escalation Handling:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Act as the first point of escalation for complex cases. Support agents in making "tough calls" regarding inventory deactivation or seller rejections. </span></li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Process Feedback Loop:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Identify recurring operational bottlenecks and provide feedback to the L5 Manager and Policy teams to refine Standard Operating Procedures (SOPs). </span></li> </ul> <p><span style="font-weight: bold;">Essential Qualifications</span> </p> <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size:…