Principal, Trust and Safety Compliance

Company Introduction

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 Born out of an obsession to make shopping, eating, and living easier than ever, we're collectively disrupting the multi-billion-dollar e-commerce industry from the ground up. We are one of the fastest-growing e-commerce companies that established an unparalleled reputation for being a dominant and reliable force in South Korean commerce.

We are proud to have the best of both worlds — a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been since our inception. We are all entrepreneurs surrounded by opportunities to drive new initiatives and innovations. At our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact. At Coupang, you will see yourself, your colleagues, your team, and the company grow every day.

Our mission to build the future of commerce is real. We push the boundaries of what's possible to solve problems and break traditional tradeoffs. Join Coupang now to create an epic experience in this always-on, high-tech, and hyper-connected world.

Role Overview

The Trust and Safety team at Coupang is responsible for curbing fraud and abuse and thereby improving customer and sellers trust on the platform, while ensuring that genuine customers/ sellers get the best of experiences. Trust and Safety team develops policies and standards, provides appropriate guidance, and helps to implement and monitor controls to identify and mitigate risks across the platform. The team partners with business and operations to design products, services and controls which reduce fraud and risk vulnerabilities, and govern the process by measuring, monitoring, and reporting fraud risks.

What You Will Do

• Strategy Development: Develop and execute the overall Trust and Safety strategy aligned with the company's compliance vision to mitigate risk, address abuse, and foster a safe and supportive space for our customers. Stay up-to-date with industry trends and emerging threats to proactively identify potential risks.
• Policy Development: Establish and update policies, guidelines, and standards related to trust and safety to improve overall risk and compliance outcomes. Ensure compliance with relevant laws, regulations, and industry standards.
• Detection and Prevention: Implement robust systems and protocols to detect and prevent fraudulent activities by sellers/suppliers including counterfeits, IP infringement across the platform. Utilize data-driven insights and analytics to improve detection methods continually.
• Collaboration: Collaborate with product, engineering, legal, and customer support teams to integrate trust and safety measures into the platform's design and functionalities.
• Incident Response and Investigation: Oversee the investigation of reported incidents, coordinate with relevant teams, and take appropriate actions to resolve issues promptly while maintaining transparency with affected parties.
• Compliance and Reporting: Monitor and report on trust and safety metrics, compliance, and performance indicators. Provide regular updates to the executive team and stakeholders.
• Continuous Improvement: Drive a culture of continuous improvement, innovation, and excellence within the Trust and Safety team with key focus on automation and systems development for identification of trust and safety issues

Basic Qualifications

• Bachelor's degree in a relevant field; advanced degree preferred.
• At least 10 years of experience in Trust and Safety, Risk Management, Fraud Controls or related fields.
• Proven track record of successfully managing trust and safety operations in a high-volume eCommerce environment.
• Strong knowledge of industry best practices, compliance requirements, and global regulations related to user safety, privacy, and fraud prevention.
• Excellent leadership and team management skills

Preferred Qualifications

• Data-driven decision-making skills and the ability to analyze complex data sets to identify patterns and trends.
• Exceptional communication and interpersonal skills to effectively collaborate with internal and external stakeholders.
• Demonstrated experience in crisis management and incident response.
• Proactive and adaptable, with a strong ability to thrive in a fast-paced and rapidly changing eCommerce environment.

Type of work model

• Hybrid

Details to consider

• Those eligible for employment protection (recipients of veteran's benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.

Privacy Notice

• Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below. https://privacy.coupang.com/en/land/jobs/