Gojek - Frontline Customer Service Manager (Driver Care)

If you thrive in a fast-paced, dynamic setting and aim to refine your skills in managing stakeholders, this opportunity is perfect for you. As the Driver Care Lead, you'll oversee the day-to-day activities, metrics, and performance of our frontline support and onboarding operations. Additionally, you'll play a crucial role in standardizing operating procedures within the Care Operations team and pinpointing areas for enhancement using both quantitative and qualitative assessments. This position will also require strong analytical skills and collaboration with various stakeholders to enhance the support experience. Working closely with the Service Excellence team, you'll contribute to Gojek's mission of delivering exceptional experiences to all users.

What You Will Do

• Accountable for leading the driver onboarding and support team, ensuring a quick and seamless experience for driver-partners at the GoHub
• Management of day-to-day operations of the team, including communications and KPI performance management
• Drive results through strong internal and external collaboration to improve the quality and efficiency of the team
• Support & drive operational requirements, to achieve and exceed team productivity and service level targets
• Responsible for the design, deployment and maintenance of processes arising from new product launches and enhancement to existing process flows
• Understand reporting needs and provide appropriate data analysis on performance metrics for stakeholders
• Work with relevant stakeholders to identify and prioritize improvement initiatives and other cross-functional projects

What You Will Need

• At least 2 years of working experience as an operations manager in a contact center / frontline customer service operations
• Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience
• Address conflicts and interpersonal issues within the team professionally and diplomatically
• Ability to make informed decisions under pressure, considering both short-term and long-term implications
• Keen eye for detailed process steps & identification of gaps/opportunities
• Strong stakeholder and project management capabilities
• Efficiently manage time, resources, and priorities to ensure productivity and meet deadlines
• Keep customer needs in mind when making decisions and managing operations

The Service Excellence team, an integral part of the Gojek Singapore team, is dedicated to providing end-to-end support for our valued driver-partners and customers. Collaborating closely with operations and product teams, we aim to ensure a smooth experience for users at every stage, continuously seeking improvement. Our relentless pursuit of improvement drives us to constantly innovate and refine our processes. Furthermore, as a cohesive unit, we prioritize not just the company's advancement, but also the individual development, welfare, and unity among our team members.