Driver Experience Manager

6 days ago

Jakarta, Indonesia GO-JEK Full time

**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 Manager (Integration & Interface), you’ll be responsible to bring drivers aspects and insight into projects which require alignment with 3rd party or external stakeholders, take the time to properly identify and mitigate potential sources of friction and pain which are most likely to impact our driver-partners when conducting such services. Ultimately, your efforts will boost Gojek’s standing as the most trusted partner amongst our driver-partners as well as ensuring stakeholders satisfaction due to operational excellence from our drivers.

**What You Will Do**:

- Bring drivers insight into all projects which require introduction of new services, and inclusion of external parties into our platform
- Provide recommendations and develop actionable strategies on how to anticipate, react, and respond to the frictions through data analysis and research, particularly on quantified metrics such as Booking Cancellation Rate and Defect Rate
- Manage strategic projects in collaboration with relevant internal teams, our driver-partners, and external stakeholders
- Facilitate communication, coordination, and alignment with respective stakeholders throughout the processes

**What You Will Need**:

- At least 4 years of experience in a strategy or project management role at a tech company, management consulting or FMCG
- Strong communication, stakeholders management, 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 will be a plus

**About the Team**

The Driver Experience team is based in Jakarta, Indonesia which is currently undergoing expanded responsibilities due to additional initiatives from internal or external teams which require drivers insight integrated to ensure results excellence. As part of the larger Driver Core department, we are the go-to team for anything related to driver-partners due to our vast knowledge, data, and close interaction with them.

Our primary focus is to mitigate driver-partners’ anxiety and friction in their daily operations. We do this through process improvement or feature introduction, which has been proven over time to help driver-partners better navigate throughout their booking stages and ultimately contribute to the improvements in their earning. Our current focuses are mostly related to logistics and partnership projects, but if we found other aspects that will have a major impact in driver-partners’ experience, best believe we’ll be on top of it

Aside from work, we also like to have fun, interact with each other, and share hobbies. When COVID subsides, our team looks forward to continuing our monthly catch-up gatherings in person. We hope to see you there, too

**About Gojek**

Gojek is a Super App. It is one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and a dozen other products. We are Indonesia’s first decacorn. We are also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'

**Our Mission**: To create and scale positive socio-economic impact for our customers, driver-partners, business, and MSMEs.

As of 2018, Gojek processed more than $9 billion in annualized gross transaction value across all markets where it operates - in Singapore, Vietnam, and Indonesia. We have the largest food delivery product in Asia (outside of China) and is the largest payments wallet in Southeast Asia.

Gojek contributed IDR 249 T to the Indonesian economy (equivalent to 2% of Indonesia's GDP in 2020). As of Q1 2021, the Gojek App witnessed over 190mn downloads by customers. The platform has over 2mn Driver Partners & ~900000 Merchant Partners across SEA.

**About GoTo Financial**

GoTo Financial brings secure, reliable, and user-friendly financial solutions to over 55 million monthly active users, more than 14 million merchants, and over 2.5 million driver-partners eager to benefit from the digital economy in the GoTo ecosystem.

GoTo Financial’s consumer services include GoPay, GoPayLater, and other financial services. We also serve businesses of all sizes through leading payment gateway Midtrans, Indonesia’s largest cloud POS network Moka and GoKasir. We also have the all-in-one merchant solution GoBiz, GoBiz Plus, GoStore, and Selly - avai

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