IPO QA Manager – IP Quality Assurance

Job Description

Manager, Quality Assurance (IPO) | Coupang

The Tone:
This is a full-time role at Coupang, with the location not specified. Coupang operates a large e-commerce platform where this role is crucial for protecting customers and brand owners. This position acts as the “second line of defense,” establishing and overseeing a quality governance framework for the Intellectual Property Operations (IPO) team. The mission is to ensure that all decisions regarding IP protection are accurate, consistent, and compliant, thereby maintaining the highest standards of integrity on the platform.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Not specified

• Team: Leads a dedicated team of QA specialists and partners with the IP Operations Manager.
• Mission: Build and oversee the quality governance framework for the Intellectual Property Operations (IPO) team, ensuring every decision is accurate, consistent, and compliant with global policies.
• Tech Stack: Excel, BI tools, quality management software, Zendesk, Genesys.

What You’ll Actually Do
• Quality Framework & Strategy: Develop, implement, and maintain a comprehensive quality assurance framework for the IPO team, defining clear quality standards, evaluation criteria, and performance metrics aligned with business goals.
• Process Auditing & Evaluation: Conduct regular audits of the IPO process, from initial complaint intake to root cause analysis and resolution, ensuring all stages are executed correctly and in compliance with established policies.
• Team Leadership & Development: Lead, mentor, and coach a team of Quality Assurance Specialists, providing regular feedback, conducting calibration sessions, and developing training programs to enhance their skills.
• Data-Driven Analysis: Analyze quality metrics, including defect rates and resolution times, to identify trends, process bottlenecks, and opportunities for process improvement.
• Cross-Functional Collaboration: Partner with the IP Operations Manager to provide insights that inform policy updates and process enhancements, and collaborate with other teams to ensure a unified approach to quality.

The Must-Haves
• Background: Managerial experience in Quality Assurance or a similar role, with proven experience in a customer service, technical support, or e-commerce environment.
• Experience: A minimum of 3-5 years of experience in a Quality Assurance or similar role, with at least 2 years in a management or team lead position.
• Skills: Strong knowledge of quality management principles (e.g., Six Sigma, Lean) and auditing best practices; exceptional analytical skills with the ability to interpret data from various sources; excellent leadership, communication, and interpersonal skills; proficiency with data analysis tools (e.g., Excel, BI tools) and quality management software.
• Bonus: Bachelor’s degree in Business, Communications, or a related field; experience working in a high-volume environment; certification in Quality Management (e.g., Six Sigma Green/Black Belt, CQE); familiarity with ticketing systems (e.g., Zendesk) and customer engagement platforms (e.g., Genesys).