Program Manager (Seller Policy & Operations Strategy)

About this role

<p><strong><span data-contrast="none">Company Introduction</span></strong><span data-ccp-props="{"134233118":true}"> </span></p> <p><span data-contrast="auto">We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did I 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</span><span data-contrast="auto"> </span><span data-contrast="auto">and establishing an unparalleled reputation for being leading and reliable force in South Korean commerce.</span><span data-ccp-props="{"335559739":240}"> </span></p> <p><span data-contrast="auto">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.  </span><span data-ccp-props="{"335559739":240}"> </span></p> <p> </p> <div><strong>Job Overview</strong><br>Rocket Growth (RG) is a Coupang Fulfillment business that enables sellers to offer customers the best-in-class delivery and post-purchase experience. With RG, sellers’ products get the Rocket badge and are delivered via Coupang’s Rocket delivery network.<br>RG is the fastest-growing team in Coupang with an exciting roadmap of products and features. We are hiring a <strong>Principal Program Manager </strong>to lead <strong>Policy Programs and Governance</strong>, ensuring that RG policies are clearly defined, effectively implemented, and consistently enforced to drive seller behavior, operational excellence, and customer trust.<br>As a Senior Program Manager, you will own the <strong>end-to-end lifecycle of policy programs</strong>, from definition and rollout to enforcement and continuous improvement. You will work across Product, Engineering, Legal, Finance, and Operations to translate business needs into scalable policy execution frameworks.<br><br><br><br><br><br><strong>Key Responsibilities</strong><br><strong>Policy Program Ownership</strong></div> <ul> <li>Own and drive the lifecycle of <strong>RG policy programs</strong>, including: <ul> <li>Seller eligibility and behavior policies</li> <li>Program rules, compliance standards, and enforcement mechanisms</li> <li>Incentive and penalty frameworks tied to policy adherence</li> </ul> </li> <li>Identify gaps in existing policies and proactively propose improvements aligned with business goals</li> </ul> <div><strong>Policy Rollout & Execution</strong></div> <ul> <li>Lead end-to-end execution of <strong>policy launches and updates</strong>, ensuring: <ul> <li>Clear scope definition</li> <li>Structured rollout plans</li> <li>Consistent implementation across systems and operations</li> </ul> </li> <li>Partner with Product and Engineering to ensure policies are translated into <strong>scalable system logic and guardrails</strong></li> </ul> <div><strong>Governance & Enforcement</strong></div> <ul> <li>Establish and manage <strong>policy governance frameworks</strong>, including: <ul> <li>Monitoring compliance and adherence</li> <li>Defining enforcement mechanisms (alerts, restrictions, penalties)</li> <li>Ensuring consistency across sellers and use cases</li> </ul> </li> <li>Partner with Legal and Compliance teams to ensure policies meet regulatory and internal standards</li> </ul> <div><strong>Seller Communication & Adoption</strong></div> <ul> <li>Drive development of <strong>seller-facing policy documentation and education materials</strong></li> <li>Ensure clarity, transparency, and accessibility of policies to sellers</li> <li>Improve seller understanding, adoption, and adherence to RG program rules</li> </ul> <div><strong>Cross-functional Alignment</strong></div> <ul> <li>Act as the <strong>central point of coordination</strong> across Product, Engineering, Legal, Finance, and Ops</li> <li>Align stakeholders on policy priorities, trade-offs, and execution plans</li> <li>Facilitate decision-making and resolve ambiguities in policy interpretation</li> </ul> <div><strong>Metrics & Continuous Improvement</strong></div> <ul> <li>Define and monitor KPIs such as: <ul> <li>Policy compliance rates</li> <li>Seller violations and enforcement actions</li> <li>Impact of policies on business performance (selection, quality, CX)</li> </ul> </li> <li>Conduct root cause analysis on policy gaps and…