Director, Product Management (Customer Experience)

About this role

<p></p> <p> </p> <p><strong>Company Introduction</strong></p> <p>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 are collectively disrupting the multi-billion-dollar commerce industry from the ground up and establishing an unparalleled reputation for being leading and reliable force in South Korean commerce.</p> <p>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 entrepreneurs 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.</p> <p>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.</p> <div class="p-rich_text_section"><strong data-stringify-type="bold">Digital Customer Experience</strong></div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0">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.</li> </ul> <div class="p-rich_text_section"><strong data-stringify-type="bold">About The Role</strong></div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0">Will lead Product initiatives along with Analytics, UX, and Experimentation teams that enhance Coupang’s core consumer experience across all platforms.</li> <li data-stringify-indent="0" data-stringify-border="0">Define and execute the product vision for LLM-based CX in the core customer journey of Coupang App.</li> <li data-stringify-indent="0" data-stringify-border="0">Lead end-to-end product development, from ideation to launch, for AI-powered tools that automate and personalize customer experience</li> <li data-stringify-indent="0" data-stringify-border="0">Partner with ML and engineering teams to build scalable infrastructure for training, fine-tuning, and deploying LLMs.</li> <li data-stringify-indent="0" data-stringify-border="0">Collaborate with design teams to ensure generated content meets UX guidelines.</li> <li data-stringify-indent="0" data-stringify-border="0">Drive experimentation and optimization using A/B testing, reinforcement learning, and feedback loops.</li> <li data-stringify-indent="0" data-stringify-border="0">Ensure compliance with privacy, ethical AI, and data governance standards.</li> <li data-stringify-indent="0" data-stringify-border="0">Monitor industry trends and emerging technologies to inform product strategy.</li> </ul> <div class="p-rich_text_section"><strong data-stringify-type="bold">What We’re Looking For</strong></div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0">Bachelor’s or Master’s degree in Computer Science, Engineering, AI/ML, or a related field.</li> <li data-stringify-indent="0" data-stringify-border="0">7+ years of product management experience, with 3+ years in AI/ML and B2C experience</li> <li data-stringify-indent="0" data-stringify-border="0">Proven track record of building and scaling AI-powered products, ideally involving LLMs or generative models.</li> <li data-stringify-indent="0" data-stringify-border="0">Deep understanding of generative AI, prompt engineering, model fine-tuning, and evaluation metrics.</li> <li data-stringify-indent="0" data-stringify-border="0">Strong analytical skills and familiarity with experimentation frameworks and causal inference.</li> <li data-stringify-indent="0" data-stringify-border="0">Excellent communication and leadership skills, with the ability to influence across functions and levels.</li> <li data-stringify-indent="0" data-stringify-border="0">Entrepreneurial mindset with a bias for action and a passion for…