About the role
WHO YOU’LL WORK WITH
This role is part of the Digital Consumer Services Korea team and reports to the Manager, Digital Consumer Service Operations Korea. The role works closely with internal marketplace partners, global and regional Digital Consumer Services teams, Technology, Consumer Insights, Legal, Privacy, and Communications, as well as external contact center and service partners, to deliver consistent and consumer-focused digital support experiences.
WHO WE ARE LOOKING FOR
Digital Consumer Services Korea is looking for a consumer-obsessed, detail-oriented operations specialist who can manage day-to-day service performance while identifying opportunities to improve the consumer experience. The ideal candidate demonstrates sound judgment, strong ownership, and a solutions-oriented mindset. This person is comfortable working with operational data, managing complex consumer cases, coordinating across functions and time zones, and translating business or system changes into clear frontline guidance. They communicate effectively in Korean and English, remain composed in fast-moving situations, and balance consumer needs with operational standards, risk considerations, and business priorities.
- 3+ years of experience in digital consumer services, contact center operations, e-commerce operations, customer experience, or a related field.
- Bachelor’s degree or an equivalent combination of education, training, and relevant work experience.
- Experience supporting digital commerce or app-based consumer journeys, including orders, delivery, returns, refunds, payments, membership, and account-related inquiries.
- Strong analytical and problem-solving skills, with the ability to interpret operational data, identify root causes, and turn insights into practical actions.
- Strong written and verbal communication skills in Korean and English; experience in a global or multinational organization is preferred.
- Proficiency in Microsoft Office applications and experience using customer service, CRM, or reporting platforms. Experience with Salesforce and data visualization or business intelligence tools is preferred.
WHAT YOU’LL WORK ON
You will support the daily operation and continuous improvement of Digital Consumer Services in Korea, helping frontline teams resolve consumer needs accurately, efficiently, and consistently. You will monitor service health, manage escalations and operational issues, coordinate responses across partners, and convert consumer and operational insights into improvements in processes, tools, training, and communication. You will also contribute to process improvement projects, reporting enhancements, and cross-functional initiatives that advance Digital Consumer Services capabilities in Korea and across the region.
You will:
- Monitor daily service operations and key consumer experience indicators, identify emerging risks or service gaps, and coordinate timely follow-up with relevant partners.
- Manage complex and escalated consumer cases received through frontline service teams, ensuring clear ownership, accurate documentation, appropriate stakeholder alignment, and effective resolution.
- Coordinate operational responses to digital service incidents and business changes, including impact assessment, issue documentation, frontline communication, case monitoring, escalation, and post-incident follow-up.
- Partner with contact center vendors and internal teams to support service performance, maintain operating procedures and knowledge content, communicate response guidance, and ensure escalation paths are clear and effective.
- Analyze contact drivers, consumer feedback, quality findings, and operational trends to identify root causes and recommend improvements that reduce consumer effort, strengthen service consistency, and improve operational effectiveness.
- Drive operational readiness for launches, promotions, policy updates, and new digital capabilities by assessing service impacts and preparing procedures, knowledge content, response guidance, and training inputs.
- Collaborate with Legal, Privacy, Communications, Technology, and marketplace partners on consumer-impacting issues and ensure agreed actions are translated into executable service proce
