Area Operations Supervisor (Depok)

Gojek (Depok, Yogyakarta, Indonesia)

Yogyakarta, Indonesia

Gojek is Southeast Asia’s leading on-demand platform and a pioneer of the multi-service ecosystem model, providing access to a wide range of services including transportation, food delivery, logistics and more. Gojek is founded on the principle of leveraging technology to remove life's daily frictions by connecting consumers to the best providers of goods and services in the market. The company was first established in 2010 focusing on courier and motorcycle ride-hailing services, before launching its app in January 2015 in Indonesia. Since then, Gojek has grown to become the leading on-demand platform in Indonesia, with additional operations in Vietnam and Singapore. The Gojek platform now comprises over 2.5 million driver partners across the region. Gojek is part of the GoTo Group, the largest digital ecosystem in Indonesia, consisting of Gojek, Tokopedia and GoTo Financial. Gojek is dedicated to solving the daily challenges faced by consumers, while improving the quality of life for millions of people across Southeast Asia, especially those in the informal sector and micro, small and medium enterprises (MSMEs). The Gojek application is available for download via iOS and Android.

About this position

Area Operations Supervisor accountable and responsible to support AOM for all spectrum operation drivers at Areas level, including but not limited to balancing supply and demand (BCR), utilization, driver acquisition, driver engagement, and consistently helping to solve driver problems on the field. Handle conflict, regulation compliance and maintain stakeholders in the area.

Responsibilities

• Handle all the driver community, marketing, and driver care responsibilities at the area level and channel walk in center on each area
• Ensure problem solving with Operational Staff team according to agreed process & based on standard operational procedure
• Manage driver’s problems and empowerment to Operational Staff to solve problems
• Develop driver marketing strategy for area in line with company objectives
• Conceptualizes events, exhibits and other below the line activities based on the planned activities;
• Evaluates the effectiveness of all driver engagement and communication activities
• Maintain effective internal communications to ensure that all relevant company functions are kept informed of marketing objectives
• Coordinate with Area Operations Manager for day-to-day escalated issues around driver service and customer service, driver and customer satisfaction

Requirements

• Having a minimum of 3 years experience in related fields
• Bachelor degree from top university with GPA > 3.0 or equivalent
• Passionate about community development, having relevant previous experience would be preferred
• Experience launching community initiatives (building an online forum, launching an ambassador program, creating an event series, etc.)
• Ability to identify and track relevant community metrics
• Excellent verbal communication and writing skills
• Enjoy interacting with many people but also good in capturing insights and document information
• Attention to detail and ability to multitask
• Willing to relocate to a selected area