Director, Program Management (Head of Rider Operation)

About the role

Coupang Eats Services (CES) manages delivery partner operations and service teams that support customers, store owners and delivery partners. The Director II, Program Management within the Business & Operations organization leads the Operational Excellence team and drives end-to-end delivery operations strategy and execution. The role optimizes operations, manages supply chain performance, enhances customer experience and leads key operational processes. It is a full-time regular position open only to current Coupang employees.

Key responsibilities

• Lead operational innovation across Coupang Eats Delivery and establish standardized operating processes strengthened by 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 through in-depth operational analysis.
• Analyze KPI performance and generate data-driven insights to support strategic decisions.
• Lead Delivery Operations and Planning organizations, covering talent acquisition, development, performance management and organizational effectiveness.

Required profile

• 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 and experience driving initiatives with measurable operational improvements.
• Demonstrated leadership in fast-paced, agile environments with a strong bias for action.
• Ability to influence and collaborate with Product, Technology, Business teams and external partners.
• Preferred: experience in food delivery, ride-hailing, e-commerce supply chain or last-mile logistics, and leading agile, metrics-driven organizations in high-growth companies.

Applicants must use the attached Internal Transfer Request Form and apply through their Coupang e-mail account. The process includes application review, job fit interview, focus interview and offer.