[CES] Director, Program Management (Head of Rider Operation)

Company Introduction - Coupang

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 and establishing an unparalleled reputation for being leading 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 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.  

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.

Company Introduction - CES

CES (Coupang Eats Services) manages dedicated delivery partner operations and service teams that support customers, store owners, and delivery partners. 

We wow our customers by delivering what they want, when and where they want it. We also provide OSS (One-Stop Service) to help our restaurant partners connect with hungry customers by solving all types of problems related to our EDP (Eats Delivery Partners).

If you are interested in redefining the future of food delivery, join us. With Coupang’s innovative technology, Coupang Eats Services will continue to offer delicious food to customers, empower local businesses, and generate new ways for delivery partners to earn, work, and live.

Role Overview

The Director II, Program Management within the Business & Operations organization at Coupang Eats Services (CES) will lead the Operational Excellence team and drive end-to-end delivery operations strategy and execution. This role is responsible for optimizing operations, managing supply chain performance, enhancing customer experience, and leading key operational processes across the organization. Leveraging strong analytical capabilities and a customer-centric mindset, the Director will maximize operational efficiency and drive superior customer satisfaction.

What You Will Do

• Lead operational innovation across Coupang Eats Delivery and establish standardized operating processes while strengthening execution through planning and governance.

• Develop and execute rider pool management strategies based on a crowdsourced supply model to optimize supply chain efficiency.

• Drive process improvements, automation, and digital transformation initiatives through in-depth operational analysis.

• Analyze KPI performance and generate data-driven insights to support strategic decision-making.

• Lead Delivery Operations and Planning organizations, providing leadership across talent acquisition, development, performance management, and organizational effectiveness.

Basic Qualifications

• 15+ years of experience in Delivery Operations, Strategy, Business Analysis, or related functions.

• Proven track record of leading large-scale operations teams and enterprise-level projects.

• Strong problem-solving skills with the ability to structure and resolve complex business and operational challenges.

• Experience developing and executing initiatives that drive measurable operational improvements and business outcomes.

• Demonstrated leadership in fast-paced, agile environments with a strong bias for action and execution.

• Proven ability to influence and collaborate effectively with Product, Technology, Business teams, and external partners

Preferred Qualifications

• Experience in operations within food delivery, ride-hailing, e-commerce supply chain management, or last-mile logistics industries.
• Experience leading agile, metrics-driven organizations in high-growth companies, including startups.

CES Leadership Principles

• Think Systemically: Understand the end-to-end process and drive systemic improvements

• Dive Deep: Identify root causes and uncover opportunities for meaningful improvements

• Move with Urgency: Focus on execution and drive improvements with speed and agility

• Wow the Customer: Put customer experience at the center of every strategic decision and action.

Recruitment Process and Others

Recruitment Process

• Application Review - Job Fit Interview - Focus Interview - 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.  

Details 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.  
• Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws. 
• Job titles and responsibilities may be subject to change depending on the candidate’s overall experience, etc. This will be communicated to the candidate at the appropriate time before the offer.  
• Hiring may be restricted in case the legal qualifications required for hiring and work performance is not met.  
• This is a full-time regular position and includes 12 weeks of probation period; provided, however, the probationary period may be either skipped, shortened or extended if necessary for business purposes.

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

1. This notification is given pursuant to Article 11 (6) of the Fair Hiring Procedure Act.  
2. 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.  
3. 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 It by email (recruitingops@coupanges.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.  
4. 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 his/her hiring documents will be destroyed immediately in accordance with the Personal Information Protection Act.  
5. The above paragraphs 1 - 4 shall only apply when the labor-related laws of Korea govern the application. They are otherwise not applicable.