Director, Taiwan Immigration

Company Introduction

We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did we ever live without Coupang?” Born out of an obsession to make shopping, eating, and living easier than ever, we are collectively disrupting the multi-billion-dollar commerce industry from the ground up and establishing an unparalleled reputation for being leading 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 at since our inception. We are all entrepreneurial 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.

Job Overview

As a valuable part of Coupang’s Global Mobility and Global Business Travel team, the Taiwan Immigration Director will oversee the service delivery of our end-to-end immigration processes for our expatriates, their dependents, and our business travelers inbound to Taiwan. The Director will be responsible for building and maintaining a compliant Taiwanese immigration program, while embodying our leadership principles and ensuring exceptional employee experiences. The ideal candidate thrives in a high-energy, fast-moving environment, regularly ‘Wows the Customer’, can effectively manage multiple priorities and stakeholders, and drives continuous improvements to the program.

What You Will Do

• Lead immigration operations for expats and their dependents, business travelers, remote workers; manage VIP cases; and serve as the escalation point for immigration-related issues.
• Support benchmarking, design, and implementation of Coupang’s immigration policies.
• Build and review metrics of success for the Immigration program.
• Build strong partnerships with Coupang’s immigration vendors and ensure that our vendors are clear on goals, KPIs, and SLAs.
• Lead immigration team projects including process improvements and participate in cross-functional projects.
• Collaborate cross-functionally with other teams on projects and process improvements.
• Create and manage Taiwanese Immigration and Business Traveler content for our Coupang hub.
• Responsible for career development, training, and performance management for immigration team members.
• Provide regular data reports to enable the function's leaders or stakeholders to make informed decisions.
• Deep immigration expertise to help navigate the complex Taiwanese immigration policies and processes.
• Drive initiatives and liaise with immigration officials as needed, in partnership with Global Government Affairs and Legal.
• Partner with TW Recruiting, Legal, and Compliance teams based in TW.
• Undertake other tasks as assigned by Leadership, and as needed to fulfil Functional or Business needs and objectives.

Basic Qualifications

• Juris Doctorate and Bar Admission, or equivalent experience in Corporate/Employment and Business Travel Immigration.
• 10+ years’ experience with progressively complex roles in the Immigration function, Global Mobility function, or related field. Much of the work experience must include managing an immigration program in APAC and/or the EMEA region.
• 2+ years’ experience of global or APAC people management experience.
• Experience resolving urgent issues, with a strong sense of accountability and judgment.
• Ability to balance compliance with Moving with Urgency.
• Ability to prioritize effectively and manage multiple complex projects and tasks, tracking key dates and deliverables.
• Exceptional customer service, emotional intelligence, cross-cultural conscientiousness, and support for diverse communities.
• Strong written and verbal communication skills, including the use of tact and diplomacy. Business-level English language skills are mandatory; business-level Mandarin Chinese language skills are helpful.
• Ability to analyze key performance drivers and develop impactful tactics and methodologies.
• Ruthlessly identifies improvement areas and drives innovation.
• Excellent attention to detail, organizational, and time management skills.
• Takes initiative and works independently, in addition to collaborating as a team player.
• Proficient in Microsoft Office Suite and Workday, and confident in their ability to learn, navigate, and leverage other systems and technologies.
• Experience working with confidential data and handling sensitive matters with discretion.
• Ability to build/improve on processes with a compliance mindset.
• Stays updated on Immigration and GM trends locally and globally.