Operations Manager, Control Tower

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’re collectively disrupting the multi-billion-dollar commerce industry. We are one of the fastest-growing retail companies that established an unparalleled reputation for being a leading and reliable force in the commerce industry.

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. At Coupang, every day is filled with the excitement of building, 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 challenge traditional tradeoffs. Join Coupang now to create an epic impact in this always-on, high-tech, and hyper-connected world.

Position: Operations Manager, Control Tower

Control tower team is a central function and a nerve center responsible for driving End to End supply chain with a focus on key operational metrics related to service performance.

The team will have a hawk’s eye on operations and lead decision making by proactively predicting, build avoidance/resilience and mitigate service risks if any. They will act as custodian of customer experience and help build visibility for leadership and own RCA / problem solving issues.

CT focuses on inbound and outbound function from suppliers to FC storage in time, and in full, and providing best in class service to customers and suppliers.

What You Will Do:

• Process set up and streamlining across all assets for all issues which may impact reliability

• Periodic and on time publication of performance data visibility.

• Deep dive into key areas to identify areas of improvement

• Gather data and analyse data to arrive at actionable insights

• Point person for laisoning between Ops and the customer SPOC (Daily Sync up)

• Adhoc breakdowns/disruptions to be managed and also communicated to customers (external or internal)

• Manage the planned events (spike in volumes) by employing the predefined and/or newly identified/aligned levers

• Manage Assets operations assurance by close monitoring of operations, stakeholder management & designing right playbooks

• Pull up scorecard metrics for operations along with first cut RCA for the metrics

• Weekly summary for reports

• Do deep dives on recurring issues and bring a systematic closure to those issues

• Process review and improvement in all function areas where CT interacts

• Exercise preset levers and/or new identified levers in the event of breakdown/disruption for Tech issues, external issues and internal operations

• Build levers for new scenarios disrupting the flow for respective assets

• Monitor shipment flow, pendencies, cut off misses, functional breaches, breach risks in the respective assets

• Conceptualize and own action items to improve service/speed/reliability/experience across Flipkart's Product, Tech, Design and Operations teams

• Maintaining great customer experience for Priority services(NDD/SDD)

Essential Qualifications:

• B.E. in Supply chain and Operations, or MBA Preferred

• Exposure to operations planning.

• Excellent data analytics skills: Excellent SQL skills (preferably R or Python) & Data visualization (Tableau, Power BI)

• Good Stakeholder and Team Management skills

• Problem Solving/Decision Making

• Design Thinking

• Execution Excellence/Ownership

• Stakeholder Management

Preferred Qualifications:

• Knowledge of data analytics tools like R for daily activities & analysis

• Experience in Retail/E-commerce industry preferred

• MBA in Operations or Supply Chain preferred

• Knowledge of Business processes, Lean/Six Sigma/5S etc., E-commerce

• Consulting(Logistics/Ops projects)

• S&OP Manufacturing

• Logistics/Operations/Distribution of FMCG/FMCD/Retail

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 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.

Things 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.
• Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants.