Driver Experience (Booking) Sr. 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) Sr. Manager, you’ll take the time to define a seamless driver’s experience roadmap and ensure its implementation. The scope is from user’s placing the order until the order is completed. 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 for them to perform as best as possible.

• Define working strategy for the Driver Experience - Booking related by ensuring end to end journey of driver’s experience from creation to completion well as supporting reliability and driver income.
• Establish new projects & system capability that have direct impact to driver experience.
• Ensure feedback loop and escalation process is happening in terms of business process and product development.
• Collaborate closely with our regions, business and product team to map out overall initiative which can significantly improve driver experience and performance.

• At least 7 years of experience in a strategy or project management role at a tech company.
• Agility and effectiveness in collaboration in managing complex projects with multiple stakeholders such as the Business team, Regions and Products team.
• Ability to lead and conduct analysis independently, including leveraging other teams such as Research, Product Management, etc.
• Overarching knowledge of Driver Experience.
• 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.

About the Team

Driver Experience (Booking) Sr. Manager will work within direct command of the Head of Driver Experience. You will lead the team consisting of Driver Experience (Booking) Managers and manage the nationwide level. You play a pivotal role to improve the quality life of drivers which have direct correlation to customer experience. Though everyday will be very challenging balancing the expectations from drivers (thru regions) and business team but you 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.

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 merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly.