--- title: 'Merchant Quality & Growth Strategy Manager at Coupang' canonical: 'https://feeny.ai/job/merchant-quality-growth-strategy-manager-coupang-tokyo-wf58pyx9qkt1' type: 'job' last_seen: '2026-09-11' --- # Merchant Quality & Growth Strategy Manager at Coupang - **Company:** Coupang - **Location:** Tokyo, Japan - **Posted:** 2026-09-11 - **Last confirmed live:** 2026-09-11 - **Apply:** https://www.coupang.jobs/en/jobs/?gh_jid=8194646 ## Job description Description ## About Rocket Now Rocket Now is a food delivery service with no delivery or service fees. Consumers can enjoy a wide variety of cuisines, from Japanese and Western food to healthy options, as well as desserts and drinks, quickly and affordably. The service is currently available mainly in Hokkaido, Tohoku (Sendai), Kanto (Tokyo, Kanagawa, Saitama, Chiba), Chubu (Aichi, Shizuoka), Kansai (Osaka, Kyoto, Hyogo), Hiroshima, and Kyushu (Fukuoka). Rocket Now won the Excellence Award in the Shopping Category at the Best App Awards 2025. Furthermore, it has achieved the No. 1 ranking in the Food Delivery App category for nine consecutive months on both the iOS and Android app stores (*1), and the app continues to grow, surpassing 5 million downloads in just 15 months since its launch (*2). *1 Based on integrated iOS and Android data from July 2025 to March 2026. *2 As of January 14, 2025, service release date (Source: Global Market Intelligence: Sensor Tower) ## About CP One Japan CP One Japan LLC is the Japanese subsidiary of Coupang, Inc. (NYSE: CPNG), a US-based company listed on the NYSE (New York Stock Exchange) and one of the Fortune 150 companies, known as a technology company. CP One Japan operates the "Rocket Now" brand food delivery service in Japan, leveraging Coupang's technological capabilities and innovative logistics solutions to provide fast, reliable, and customer-oriented food delivery services to Japanese consumers. Job Description ## Role Overview The Merchant Quality & Growth Manager builds and executes the operational quality, product operations, and commercial growth engines for Rocket Now’s merchant ecosystem. In this multi-faceted role, you will design robust quality frameworks to elevate partner service standards, drive commercial expansion through promotional product adoption (coupons, offers, loyalty), and lead our strategic "Same Price as In-Store" (SPAIS) initiative. Additionally, you will serve as the critical Product Operations bridge between frontline merchant teams and Global Product/Engineering teams. You will translate merchant pain points into technical product requirements, own the commercial rollout of new merchant portal features, and drive self-serve tool adoption to build a seamless, scalable partner ecosystem. ## Key Responsibilities Merchant Quality Frameworks & SLA Governance Quality Framework Design: Build, implement, and maintain comprehensive Merchant Quality Frameworks (e.g., Store Health Scoring, Quality Tiers, Defect Classification Models) to systematically evaluate store performance with clear actionable insights. Root Cause Analysis (RCA) & Remediation: Develop diagnostic playbooks and automated alert systems to identify chronic operational bottlenecks, running targeted root-cause interventions with underperforming accounts. Product Operations & Feature Rollouts Voice of Merchant & Requirements: Act as the primary liaison between local commercial teams and Global Product/Tech teams. Gather, synthesize, and prioritize merchant pain points to shape the product roadmap and localized feature sets. GTM & Product Launch Execution: Lead the end-to-end operational rollout of new merchant-facing tools, growth features (promotional self-serve tools, loyalty integrations), and merchant portal enhancements. Pilot Program Management: Design and run beta/pilot tests with target merchant cohorts for new tech features, iterating on feedback and measuring tool adoption before platform-wide deployment. In-Product Automation: Partner with Product teams to automate manual touchpoints, such as automated quality alerts, self-serve SPAIS badge verifications, and performance dashboards. Portfolio Growth Joint Growth & Quality Plans: Conduct executive performance reviews that combine operational quality health with GMV growth roadmaps, proving that higher fulfillment reliability drives consumer repeat rates. Promotional Product Adoption: Scale merchant adoption of Rocket Now Martech features, including coupons, offers, and platform loyalty programs. "Same Price as In-Store" (SPAIS) Strategy SPAIS Execution: Lead strategy for partner adoption of the "Same Price as In-Store" initiative, demonstrating the volume and conversion uplift of maintaining pricing parity. Price Parity Governance: Audit pricing alignment across physical and digital menus, implementing commercial guardrails and incentives to maintain platform price competitiveness. Data Analytics & Cross-Functional Leadership Data Analytics: Strong analytical capability, connecting data insights to clear business actions. Cross-Functional Alignment: Align Operations, Sales, Marketing, and Product/Engineering teams to ensure frontline commercial execution matches technical product capabilities. ## Qualifications Required - Experience: 4+ years in marketplace operations, product operations, merchant strategy, or commercial operations within a tech, e-commerce, or food delivery environment. - Product Operations Exposure: Demonstrated experience bridging business needs with Product/Engineering teams, managing product rollouts, gathering PRD requirements, or driving tech feature adoption. - Framework Design: Proven track record in designing and implementing operational quality frameworks, SLA governance structures, or vendor scoring systems. - Analytical Skills: Advanced proficiency in SQL and data visualization tools (Sheets, PowerBI, Superset) to build operational diagnostics and product usage models independently. - Communication & Language: Outstanding presentation and stakeholder management skills. Fluent/Business-level English and Japanese. ## Preferred Background in food delivery, e-commerce, three-sided marketplaces, or tech strategy. Direct experience with quality / growth or product operations What Success Looks Like Robust Quality Ecosystem: Standardized Quality Framework deployed platform-wide, resulting in measurable reductions in order defects, cancellations, and prep delays. Seamless Product Operations: Fast feedback loops between merchants and Product teams, leading to high adoption rates of self-serve portal tools and new growth features. High Growth Feature Adoption: Expanded merchant participation in coupons/offers, platform loyalty programs, and our "Same Price as In-Store" initiative. Quality-Driven Growth: Clear correlation between elevated store health metrics and accelerated consumer retention, conversion, and repeat order frequency. Recruitment Process Document Screening → Zoom Interview → On-site (Zoom) Interview → Offer Please note that the recruitment process may be modified depending on the position and circumstances. Interview schedules and application results will be communicated to the email address provided during the application process. Employment Terms Employment Type: Full-time Employee Important Notes This job posting may be closed before the stated posting end date if all hiring positions have been filled. If any false information is submitted during the application process, Coupang reserves the right to withdraw or revoke an employment offer. In accordance with applicable laws and regulations, individuals entitled to employment protection (e.g., veterans receiving benefits, people with disabilities, etc.) may be given preferential consideration in the hiring process. The role, responsibilities, and/or position assigned at or after joining the company may be subject to change based on the candidate’s experience and business needs. No specific restrictions will be placed on such changes, and candidates will be informed at an appropriate time prior to joining the company. - Additional details regarding the application process will be provided separately via email or during interviews. Privacy Notice The personal information you provide as part of your application will be collected and managed by Coupang in accordance with the following Privacy Policy: https://www.coupang.jobs/jp/privacy-policy/ ## About Coupang ## Company Overview - **One-liner**: Coupang is a global technology and Fortune 150 company that reimagines commerce by integrating e-commerce, logistics, last-mile delivery, restaurant delivery, video streaming, and fintech services to wow customers. - **Entity Type**: Public (NYSE: CPNG) - **Headquarters**: Seattle, Washington, USA (global HQ); operates major hubs in Seoul, South Korea, and other locations. - **Founded**: 2010 - **Founders**: Bom Kim (Bong-Seok Kim) ## Core Business - **Primary industry/industries**: E-commerce, Logistics & Fulfillment, Retail, Food Delivery, Fintech, Content Streaming, AI-driven Commerce. - **Target customers**: B2C (primarily consumers in South Korea, with growing global operations including Taiwan, Singapore, and the U.S.). - **Mission or purpose statement**: "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?'" ## Products & Services - **[Coupang (Rocket Delivery)](#)**: Core e-commerce platform offering millions of products with over 99% of orders delivered same or next day via a proprietary logistics network. Includes Rocket Fresh (groceries) and Rocket Now (ultra-fast delivery). - **[Coupang Eats](#)**: Restaurant food delivery service. - **[Coupang Play](#)**: Video streaming service (original content, sports, and licensed shows). - **[Farfetch](#)**: Global luxury fashion platform acquired by Coupang. - **[Coupang Fintech](#)**: Payment and financial services (e.g., Coupang Pay, credit card partnerships). - **[Coupang Logistics & Fulfillment Services](#)**: End-to-end logistics for third-party sellers and brands. - **[Rocket Growth](#)**: SaaS-like tools and services for sellers/suppliers to manage inventory, analytics, and advertising. ## Market Standing - **Valuation/Market Cap**: ~$25.8 billion (as of mid-2026) [LinkedIn]. - **Key Metric**: Annual Revenue of **$34.5 billion** (most recent fiscal year) [LinkedIn]. - **Notable Investors/Partners**: Publicly traded on NYSE (institutional investors include SoftBank, BlackRock, Fidelity, and others). Key partners include major global brands and local Korean suppliers. - **Growth Signals**: - Ranked **#132 on the 2026 Fortune 500**, jumping significantly [investor relations]. - Rapid AI-driven global commerce expansion (e.g., Taiwan, Singapore, and U.S. tech hubs). - 5,940 employees (linkedIn data, with monthly headcount growth of +1.1% and quarterly job posting growth of +154.2%). ## Competitive Advantages - **Fully Integrated Infrastructure**: Coupang owns and operates over 100 fulfillment and logistics centers (covering tens of millions of square feet) combined with proprietary software, AI, and machine learning to predict demand and route deliveries — a moat that competitors in Korea and emerging markets find hard to replicate. - **Speed & Reliability**: Over 99% of orders delivered same or next day (including dawn delivery) 365 days a year, setting a bar that most global e-commerce players cannot match. - **Customer Obsession Culture**: "Wow the Customer" is a core leadership principle, driving constant innovation to break traditional tradeoffs (speed, selection, price). - **Startup Culture with Fortune 150 Resources**: Offers the agility and risk-taking of an early-stage company combined with the stability, compensation, and scale of a large public corporation. ## Strategic Focus - **AI & Technology Leadership**: Heavy investment in AI/machine learning for demand forecasting, dynamic routing, and customer personalization. Actively hiring senior ML and data engineers [careers page]. - **Global Expansion**: Leveraging its Korean infrastructure playbook to enter new markets (Taiwan, Singapore) and grow its global footprint. - **Diversification into Fintech & Content**: Building out Coupang Pay, Coupang Play, and fintech products to create an ecosystem (similar to Amazon Prime's strategy). - **Farfetch Integration**: Turning the luxury fashion platform into a global growth driver. ## Why Work Here - **Culture**: "Best of both worlds" — startup energy (fast decision-making, ownership, risk-taking) with the resources of a Fortune 150 company. Flat hierarchy, open culture, and a strong "bias for action" ethos [coupang.jobs]. - **Remote/Hybrid/Office Policy**: Flexible working hours and work-from-home options are available. Many roles are based in offices (Seattle, Mountain View, Seoul, etc.) with state-of-the-art amenities including cafeterias serving three meals a day, lounge spaces, and coffee/snack bars. - **Benefits**: - Medical insurance for employee and direct family. - Paid family leave (for celebration or bereavement). - Learning programs (foreign languages, soft skills). - Global project opportunities (collaborate with teams across continents). - Team and company events (games, food, bonding). - **Engineering Culture**: High-impact projects — building the commerce infrastructure of the future (large-scale AI, logistics optimization, mobile-first, search & discovery). Emphasizes "Hire and Develop the Best" and "Learn & Iterate" principles. - **Career Growth**: Opportunities for internal rotations, upskilling, and taking on entrepreneurial initiatives within a massive scale. ## Sources 1. [Coupang Careers](https://www.coupang.jobs/en/) 2. [Why Work at Coupang](https://www.coupang.jobs/en/why-coupang/) 3. [Coupang About Us](https://www.aboutcoupang.com/aboutus/) 4. [Coupang Investor Relations](https://ir.aboutcoupang.com/overview/) 5. 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