Driver Experience (Booking) Manager

About The Role

Our driver-partners are one of the crucial pillars of our business; from serving food orders to transporting people and goods from one place to another - there is very little that they can’t do.

As our Driver Experience (Booking) Manager, this position will be accountable for defining the proper requirements for driver apps related to booking experience (from employee placing an order until the order is completed).

This position will take the time to properly identify and define sources of friction that are most likely to impact our driver-partners' daily operations and quality of performance in terms of the booking process mentioned above. Once those are identified, the incumbent will initiate projects that’ll work to ensure their possibilities of popping up are at a minimum or even non-existent levels.

Ultimately, your efforts will boost Gojek’s standing as the most trusted partner amongst our driver-partners, ensuring we deliver the best experience and opportunities to them as possible.

• Work hand-in-hand with our driver-partners and regions team to identify and define their sources of friction throughout their day-to-day operations, ultimately understanding the partner's pain points.
• Provide recommendations and develop actionable strategies on how to anticipate, react, and respond to the frictions through data analysis and research, particularly on quantified metrics such as Booking Cancellation Rate, Earning per hour, and Defect Rate.
• Manage strategic projects in collaboration with relevant internal teams, our driver-partners, and external stakeholders.
• Facilitate communication, coordination, and alignment with respective stakeholders throughout the processes.

• At least 4 years of experience in a strategy or project management role at a tech company, preferably from operation, supply chain, 3PLs.
• Strong communication and project management skills with experience managing complex projects with multiple stakeholders.
• Ability to lead and conduct analysis independently, including leveraging other teams such as Research, Product Management, etc.
• High level of precision and attention to detail to produce accurate sources of truth for management’s decision making.
• Ability to move and execute quickly in a time-efficient manner to allow for continual iteration is a core competency of our team.
• Strong proficiency in Microsoft Excel and PowerPoint is a must; Proficiency with Data Query using SQL (Google BigQuery) or Python.
• Visualization, reporting, and dashboarding using BI tools such as Looker Studio, Tableau, Metabase, or spreadsheets (Google Sheets).
• Data Analysis using descriptive statistics (to analyze distribution, central point, etc.).

About the Team

Driver Experience (Booking) Sr. Manager will work within the direct command of the Head of Driver Experience. You will lead the team consisting of Driver Experience (Booking) Managers and manage at the nationwide level. You play a pivotal role in improving the quality of life for drivers, which has a direct correlation to customer experience. Though every day will be very challenging balancing the expectations from drivers (through regions) and the business team, you will feel great satisfaction as you are directly creating a social impact.

About GoTo Group

GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress” by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms. It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer households.

About Gojek

Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics, and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.

About GoTo Financial

GoTo Financial accelerates financial inclusion through its leading financial services and merchant solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.

GoTo and its business units, including Gojek and GoTo Financial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.