Director of Product Design (Rocket Growth)

About Coupang

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’re collectively disrupting the multi-billion-dollar e-commerce industry from the ground up. We are one of the fastest-growing e-commerce companies that established an unparalleled reputation for being a dominant 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 at since our inception. We are all entrepreneurial surrounded by opportunities to drive new initiatives and innovations. At our core, we are bold and ambitious people who 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.

Team Description

Rocket Growth (RG) is a program that helps sellers leverage Coupang’s best in class rocket delivery and fulfillment network to serve customers and grow their business. With rocket growth, sellers get a chance to earn the rocket badge, thereby accelerating their sales, and providing customers with rocket-speed delivery for their items. Rocket growth customers also get Coupang’s world-class customer service, including free shipping and returns for WoW members.

Rocket Growth is Coupang's fastest-growing team, with an ambitious product and feature roadmap in the works. We are looking for motivated leaders who enjoy working with smart people to innovate and make history by solving complex and exciting problems.

About the Role

We are seeking a highly skilled and experienced Director of User Experience to build and deliver a best-in-class seller experience for Coupang's fastest-growing business, Rocket Growth. The ideal candidate will be responsible for crafting and implementing user-centered design strategies to enhance the overall Rocket Growth seller journey and drive the best experience.

Key Responsibilities

• Develop and execute a comprehensive user experience strategy aligned with the company’s business objectives.
• Provide strategic direction for the Seller and Supply Chain verticals, ensuring alignment with overall company goals.
• Lead and mentor a team of UX/UI designers, researchers, and analysts to deliver high-quality user experiences.
• Foster a collaborative and innovative work environment that encourages creativity and continuous improvement.
• Conduct user research, including usability testing, surveys, and interviews, to gain insights into customer needs and preferences.
• Analyze data and metrics to identify areas for improvement and inform design decisions across all verticals.
• Oversee the design and implementation of user experiences across multiple platforms, including web, PWA (M-web), iOS, and Android applications.
• Ensure consistency and coherence in design elements and interactions across all platforms to provide a seamless user experience.
• Manage the user experience of both B2C consumer-facing apps and B2B applications, catering to the unique needs and preferences of each user segment.
• Oversee the design and optimization of the online retail experience, including product discovery, category navigation, and checkout processes.
• Collaborate with cross-functional teams to ensure seamless integration of user experience enhancements into the retail platform.
• Lead initiatives to enhance the post-purchase experience, including order tracking, returns, and customer support.
• Implement innovative solutions to streamline processes and resolve customer issues efficiently.
• Collaborate with product managers and development teams to prioritize and implement features that enhance user satisfaction and drive business growth.
• Collaborate with stakeholders across departments, including Marketing, Operations, and Categories, to ensure alignment and integration of user experience initiatives.
• Communicate regularly with executive leadership to provide updates on UX strategy and performance metrics.

Key Experience

• Bachelor’s degree in Design, Human-Computer Interaction, or related field; Master’s degree preferred.
• Minimum of 8-10 years of experience in user experience design, with at least 3 years in a leadership role.
• Proven track record of designing and implementing successful user-centered design strategies in an e-commerce or retail environment.
• Strong understanding of user research methodologies, usability principles, and data analysis techniques.
• Excellent leadership and communication skills, with the ability to inspire and motivate cross-functional teams.
• Experience working with agile development processes and collaborating with engineering teams.
• Proficiency in design tools such as Figma, Sketch, Adobe Creative Suite, and prototyping software.

Traits and Competencies

• Able to operate autonomously to manage team and its projects in a fast-paced environment and remain focused amidst frequently changing requirements.
• Able to pitch and hold in depth discussions with the C-level stakeholders.

Skills and Qualifications

• Bachelor's degree in Graphic Design, Interaction Design, Industrial Design, HCI, Computer Science, Psychology, Ethnography or equivalent practical experience.
• Excellent written and verbal communication skills in English.
• Korean language skills are a plus.

Recruitment Process and Others

1. Recruitment Process: Application Review - Phone Interview - Onsite Interview - Offer

(The recruitment process may be different depending on the job and may be changed due to scheduling and circumstances.)

1. Others:
2. This job post may be closed early if all openings are filled.
3. If there is any false information in the application, the offer may be cancelled.
4. Veteran status or disability will not result in any disadvantages in the recruitment process.
5. Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.