[CES] Director, Program Management (Head of Rider Operation) (L7-I/II)_Internal

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.

Responsibilities

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

Requirements

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

Nice to have

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