Operations Executive - Trust & Safety

If you’re looking to be part of a dynamic, highly-performance team that works to keep the Gojek platform safe, look no further. As an Operations Executive for the Trust & Safety team, you’ll take the wheel in executing and building scalable projects to support regulatory compliance, drive user and vehicle quality, and improve platform reliability that empower the Singapore business. Working closely with the business, risk, product, and government relations teams, you'll dive deep into local market insights to provide solutions that are timely, accurate, and actionable to enhance the safety narrative and contribute to the continuous improvement of service quality and safety on our platform.

Employing your creative thinking skills and contextual business acumen, your efforts will bolster the continuous improvement of our platform integrity aimed at further amplifying users’ trust perception of Gojek, ensuring a safe platform they can count on and love to come back to.

What You Will Do

• Execute projects to improve the safety and service quality on the Gojek platform for our driver-partners and customers
• Perform routine checks and reporting to ensure that Gojek complies with local regulations
• Liaise with external agencies including regulators and other transport authorities on operational matters whenever needed, including issue investigations & report verifications
• Operate with an appropriate sense of urgency combined with proper judgment and discretion in resolving issues
• Keep up with business and industry changes, conduct analysis and provide insights to support business strategy development & effectiveness evaluation
• Monitor, measure, and communicate project progress, potential risks/delays, and performance to teams & stakeholders
• Collaborate with the operations, product and engineering teams to design and implement product features to accomplish Trust and Safety objectives

What You Will Need

• At least 3 years of experience in roles which included project delivery, process implementation and data-driven decision-making and analysis
• Knowledge in Google Suite (Google Sheets, Google Docs, Google Slides, etc.), MS Excel
• Passion for safety and improving user experience
• Strong communication and organisational skills focused on improving collaboration, understanding, and information exchange across all stakeholders
• Organized and meticulous, with good attention to detail
• A “team player” attitude with demonstrated leadership capabilities
• Exceptional analytical and problem solving skills

About the Team

The Operations team executes and manages the day-to-day requirements of keeping Gojek up and running. We’re responsible for the overall experience of our community, and that everyone gets the best Gojek experience.

The Trust & Safety team is responsible for maintaining and improving the integrity of our platform by proactively initiating campaigns to improve public trust as well as managing critical cases. We are the first responders for incidents that may have a major business impact, and continue to innovate and find creative and effective solutions to protect our community in each and every ride. We’re driven by the belief that every Gojek experience should be a positive one, both for the rider and driver-partner.