Senior Manager Onboarding Experience

1 week ago


Jakarta, Jakarta, Indonesia Gojek Group Full time
Job Overview

The Gojek Group is seeking a seasoned Senior Manager Onboarding Experience to drive positive merchant experience in the onboarding process to our platform. As part of the Sales Excellence & Merchant Experience team, you will play a pivotal role in collaborating closely with cross-functional teams to enhance GoBiz.

About The Role

  • Create a seamless experience for merchants when onboarding their restaurant or new outlet through the merchant app and resolving onboarding issues; surpassing merchants' experiences when doing the same in competitors' platforms
  • Evaluate and refine requirements for merchant onboarding to ensure compliance with relevant government and legal regulations
  • Simplify the onboarding process to easily understand and navigate, ensuring merchants' restaurants show up in GoFood as soon as possible
  • Initiate and lead efforts to address issues and improve processes/products for enhanced merchant satisfaction; boost conversion rates and reduce overall onboarding time
  • Oversee feature/product implementation and rollouts
  • Provide actionable insights to product & marketing teams on merchants' concerns/sentiment regarding onboarding experiences
  • Collaborate cross-functionally with product, marketing, sales, and other stakeholders to align strategies based on data-driven analysis and execute plans effectively
  • Deliver regular impact reports and analyses to leadership teams

Key Responsibilities

  • Develop frameworks and set priorities using analytical skills
  • Analyze complex business results and articulate them to various audiences
  • Present during problem-solving sessions with stakeholders (working-level or leadership)
  • Manage stakeholder expectations effectively


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