Enhancing technology excellence at Coupang India Tech Center — Meet Krishan

In the dynamic world of commerce, where customer satisfaction and reliable purchase systems are paramount, Coupang stands at the forefront of innovation. Coupang continually pushes the boundaries of what’s possible and Krishan is leading this transformative journey in India. Today we met Krishan, who oversees multiple teams dedicated to exceeding customer expectations, during his global business trip to Korea. 

Hi Krishan, could you introduce yourself and the teams you lead?     

Hello, I am Krishan, Director of Engineering in Global Operations Technology organization, which supports Customer Promise, Perpetual Inventory, Order Optimization, Post Purchase, Global Technology Services and more – the whole journey.     

Within the organization, I lead multiple teams responsible for the post-purchase experience of customers, fraud detection systems, and customer support intelligence.      

Our teams’ main focus is wowing our customer experience and driving repeat purchases to increase transaction volume. This commitment drives us to innovate continuously and deliver exceptional service.           

One of our key initiatives is the development of advanced machine learning — based systems within our Fraud Detection Systems team. These systems are designed not only to identify and prevent online fraud in real-time but also to take proactive measures that minimize any adverse impacts on our customers. This proactive approach underscores our dedication to maintaining trust and reliability.      

Can you elaborate more on how the team is successfully implementing a machine learning-based solution to a complex problem?   

Additionally, we are harnessing the power of predictive analytics to forecast customer needs for product repurchase. By leveraging AI and machine learning, we can anticipate when customers might need to reorder products, allowing us to offer timely reminders and personalized recommendations that enhance the overall customer experience and drive repeat business.   

Furthermore, we are utilizing text and image mining through sophisticated AI algorithms to detect critical customer issues proactively. This technology enables us to identify potential problems before they escalate, ensuring swift arresting of problems and eliminating future customer impact.  

To further elevate our customer service, we are building prescriptive guided form-free workflows for our service agents. These workflows empower agents with real-time, AI-driven insights and recommendations, enabling them to provide exceptional, personalized support without the constraints of traditional form-based processes. This not only enhances the efficiency of our support operations but also ensures a seamless and satisfying experience for our customers.  

Could you please share your previous experience?      

My career path was marked by significant leadership roles across diverse sectors. With over five years of experience, I have led multiple engineering teams in the supply chain domain at one of India’s largest e-commerce companies. As a Director of Engineering, I built core engineering teams, defined strategies and roadmaps, launched new products, and collaborated with stakeholders to implement technical solutions. I have also driven key initiatives to optimize infrastructure utilization, resulting in significant cost savings.     

Additionally, I led the development of next-generation content management systems and various modules for the Service Deliver Platform at a Swiss R&D company as a software architect and engineering manager.       

Earlier in my career, I worked for a banking software development company for more than 10 years. I held progressively senior roles, managing development and implementation projects for tier-1 banks in Europe and the US.  I was responsible for the analysis, estimation, design, and development of secure and scalable solutions using Java, RDBMS, and enterprise application servers.   

Throughout my career, I have demonstrated a commitment to excellence by successfully leading teams and delivering innovative solutions across diverse industries and technologies.    

Then, what made you join Coupang to continue the successful career journey?     

Coupang, renowned for its rapid growth and innovation as one of the largest retailers in Asia, captivated me with its vision and dynamism. Joining as a Director of Engineering presented a compelling opportunity to lead impactful projects that build the future of commerce. It also allows me to mentor and collaborate with talented engineers, fostering both team success and individual growth.          

I recommend Coupang for those who enjoy tackling complex technical challenges - Coupang's scale and the nature of its operations will provide you with a stimulating environment and continuous growth opportunities.     

Joining Coupang could facilitate your personal and professional growth, allowing you to expand your technical skill set, broaden your understanding of commerce dynamics, and develop leadership skills.      

Coupang India Tech Center stands as an appealing destination for engineering professionals seeking a dynamic, fast-paced work environment. Innovative projects abound, collaboration with smart and talented colleagues thrive here and the opportunity to make a meaningful impact on the commerce industry awaits.      

As Krishan continues to drive innovation and excellence at Coupang, his leadership promises to improve our customer experience exponentially better and propel the India Tech Center’s growth from scratch. If you are interested in joining our journey, explore career opportunities at Coupang’s India Tech Center on Coupang.jobs.