Principal, Program Manager - Instock Management (Inbound, Vendor Quality & CX)

Responsibilities

• We are seeking for dynamic, data-driven, and highly strategic Program Managers to join our Instock Management team. In this role, you will sit at the critical intersection of inbound supply chain health, product quality, and customer experience.
• Vendor Classification (T0 / T1) & Verification
• Setup and manage the operational and verification process for profiling vendors into distinct tiers:
• T0 : Direct Vendors (1P/Direct brand relationships).
• T1 : Non-Direct but Authorized Vendors (Distributors/Authorized resellers).
• Ensure that both tiers adhere to strict quality, authenticity, and packaging guidelines before their products enter our inbound supply chain.
• Vendor Scorecarding & Andon Tracking
• Design, build, and maintain a centralized Vendor Scorecard to track, aggregate, and analyze the volume and frequency of Andon cords triggered by each vendor.
• Use scorecard data to hold vendors accountable, identifying chronic offenders and systemic defect trends (e.g., high damage rates, incorrect labeling, or counterfeit/quality flags).
• Enforcement Mechanisms (Block / Unblock Process)
• Establish a rigorous, fair, and automated governance policy to Block vendors who breach acceptable Andon thresholds, protecting the customer experience from low-quality products.
• Design a clear, structured Unblock mechanism, outlining the exact standard operating procedures (SOPs) a vendor must complete-such as Root-Cause Analysis (RCA) and Corrective and Preventive Actions (CAPA)-to regain listing privileges.
• Inbound Supply Chain & Cross-Functional Resolution
• Partner closely with Fulfillment Centers (FC Inbound/Quality teams) , Business Management (BM) , and Customer Service (CS) to investigate and resolve triggered Andons rapidly.
• Manage and optimize the Service Level Agreements (SLAs) for Andon resolution, implementing processes to eliminate the aging of open issues and unblock sellable inventory.
• Continuous Improvement & Prevention
• Act as an operational consultant to $T0$ and $T1$ vendors, helping them improve their supply chain and QA processes.
• Shift the business from reactive firefighting to proactive prevention , building long-term mechanisms that reduce overall Andon generation at the source.

Requirements

• Experience: at least 3-5+ years in Program Management, Instock Management, Supply Chain, Vendor Compliance, or Operations.
• Cross-Functional Leadership: Exceptional ability to influence internal stakeholder teams (Fulfillment Center, Buying, Customer Service) and external vendor partners without direct authority.
• Analytical Problem-Solving: High data literacy (SQL/Excel/BI tools experience is a plus); ability to turn defect data into actionable scorecard metrics and execute root-cause analysis (5 Whys, Lean/Six Sigma)
• Mandarin and English language proficiency required
• Recruitment Process and Others
• Recruitment Process
• Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview - Offer
• The exact nature of the recruitment process may vary according to the specific job and may be changed due to schedulin

Benefits

Additional Information

Company Introduction 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. 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. 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?" Role Overview We are hiring Program Managers for our Instock Management team to optimize product quality and customer experience. In this role, you will establish a verification process for T0 (Direct) and T1 (Authorized) vendors and build a Vendor Scorecard to monitor operational defects (Andon cords). You will partner closely with FC, BM, and CS teams to manage SLAs, reduce the aging of defects, and enforce a rigorous block/unblock mechanism for underperforming vendors. This is an excellent opportunity for data-driven operators who excel at cross-functional execution and continuous inbound supply chain improvement.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at coupang? Share your experience