Head of Driver Experience

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 Head of Driver Experience, you’ll take have the responsibility to define the overall driver experience strategy, encompassing multiple layers of driver experience facets, from lifecycle, Trust & Safety, Income to the experience in using our driver apps.

What You Will Do

• Work closely with driver strategy, regions business and product team to ensure the overall strategy of each stream are aligned toward continuously enhancing driver’s experience which can lead to better performance and engagement.
• Provide long term plan and develop actionable strategies on overall.
• Manage strategic projects in collaboration with leadership team and relevant internal teams, our driver-partners, and external stakeholders.

What You Will Need

• At least 10 years of experience in a strategy or project management role at a tech company.
• 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 SQL or Python will be a plus.

About the Team

Head Driver Experience will work within direct command of the VP of Regions. You will lead the team consisting of Driver Experience (Booking) & (Non Booking) Sr. Managers and manage the nationwide level. You play a pivotal role to improve the quality of life of 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 household.

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. 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.