Assistant Manager, Quality Assurance (IP Operations - Shift) / IP Operations 輪班副理
发布于 大约 2 个月前基层主管/组长
AI 估算 · 15k–25k
Assistant manager level in Taiwan e-commerce operations, with shift responsibility and team leadership; market competitive for m
职位详情
关于这个职位
As an IPO Shift Manager at Coupang Taiwan, you will lead a team of agents to protect intellectual property rights, ensuring counterfeit detection and seller gating are handled accurately and timely. You'll manage shift schedules, coach team members, and resolve complex escalations in a fast-paced environment.
最低要求
Minimum 2-3 years of experience in people management or team leadership within a contact center, shared service, or high-volume operations environment. Basic understanding of Intellectual Property Rights (IPR), e-commerce compliance, or risk management. Proven ability to motivate a team and manage performance through data-driven coaching. Ability to translate complex instructions into clear, actionable tasks. Proficiency in Office Automation tools and Excel. Comfortable working in high-pressure, fast-paced environment with rotating shift flexibility.
工作职责
Lead, mentor, and manage daily performance of a team of agents; conduct 1-on-1s and real-time coaching. Manage shift schedules for 24/7 coverage; monitor real-time ticket queues. Ensure team meets SLAs; conduct spot checks on high-risk cases (Seller Gating, Appeals). Act as first escalation point for complex cases. Identify operational bottlenecks and provide feedback to improve SOPs.
优先资格
Forensic mindset with experience in document verification, fraud detection, or AML. Familiarity with SQL or data visualization tools (PowerBI/Tableau). Experience with Six Sigma, Lean, or process improvement. English or Korean speaking ability.
AI 洞察
优缺点分析
优点
- Opportunity to lead a dedicated team in a fast-growing e-commerce company with strong market presence.
- Gain expertise in IP protection and risk management, a niche but valuable skill set.
- Work in a dynamic, shift-based environment that builds resilience and operational acumen.
- Competitive compensation and benefits as a multinational corporation.
- Shift work including nights and weekends may impact work-life balance.
- High-pressure environment with strict SLAs and need for quick decision-making.
- Requires handling of complex escalations and 'tough calls' affecting sellers.
- This role is ideal for someone with experience in team leadership within a contact center or operations, who thrives in a fast-paced, data-driven environment and is interested in intellectual property and compliance.
缺点 / 挑战
暂无明显挑战项
角色解读
- Progress to Senior Manager or Manager roles overseeing larger teams or multiple shifts.
- Specialize in forensic operations, fraud detection, or process improvement (e.g., Six Sigma).
- Move into broader operations management or policy development within e-commerce.
- Supervise a team of agents handling IP protection tasks like counterfeit detection and seller gating reviews.
- Manage shift schedules to ensure 24/7 coverage and balance workload across the team.
- Conduct quality checks on high-risk cases and coach agents to improve accuracy and SLA adherence.
- Handle escalations for complex cases and provide feedback to improve operational processes.
- People management and coaching skills to lead a team in a high-volume environment.
- Understanding of Intellectual Property Rights and e-commerce compliance or risk management.
- Analytical skills to track metrics using Excel and generate shift reports.
- Communication skills to translate complex instructions into actionable tasks.
申请策略
- Research Coupang's IP protection initiatives and mention how your experience aligns with their mission.
- Be prepared to discuss how you handle high-pressure situations and shift management.
- Emphasize people management experience with specific metrics (e.g., team size, SLA achievements).
- Highlight any exposure to IP, fraud detection, or compliance roles.
- Showcase analytical skills with Excel, SQL, or BI tools and examples of using data to improve performance.
- Include process improvement initiatives like Lean or Six Sigma projects.
- Familiarize yourself with common IPR terms and e-commerce counterfeit detection methods.
- Learn basic SQL or PowerBI to strengthen analytical profile.
面试指南
- Use the STAR method (Situation, Task, Action, Result) for behavioral questions.
- For quality and metrics questions, explain your process for monitoring, analyzing, and coaching.
- For IP knowledge, demonstrate understanding of counterfeit risks and gating mechanisms.
- How do you motivate a team under tight SLAs and rotating shifts?
- Describe a time you handled a complex escalation. What was your approach?
- How would you ensure consistent quality in a high-volume ticket queue?
- Can you explain the importance of IP protection in e-commerce?
- How do you use data to improve team performance?
职位点评
Competitive pay, people management focus, shift work required, and moderate developmental opportunities.
从薪资福利、成长空间、工作节奏和岗位方向综合评估，方便横向比较。
薪资福利
The role offers competitive salary for the region and likely benefits from a large public company, but shift work and high pressure may partially offset.
成长发展
Provides growth in IP operations and people management, but the core technology is not cutting-edge; process improvement skills are valued.
工作生活
Shift work required, including nights and weekends, significantly impacts work-life balance; office-based role.
使命价值
IP protection contributes to marketplace trust and brand integrity, offering a sense of purpose, though not directly societal impact.
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