Area Operations Staff
Job Summary
Job Description
The Area Operations Staff is responsible for supporting the Area Operations Supervisor in all aspects of area operations, including driver engagement, acquisition, and problem-solving in the field. This role involves handling conflicts, ensuring regulatory compliance, and maintaining stakeholder relationships. Key responsibilities include managing the driver support unit for onboarding, troubleshooting, and issue escalation, coordinating the driver community through training and problem resolution, conducting driver-related programs, monitoring operational metrics, proposing action plans, and escalating issues as needed. The staff will also coordinate with the supervisor on day-to-day escalated driver service issues.
Must have:
- Handle driver support unit/walk-in center operations
- Manage driver community coordination and training
- Monitor operations metrics and propose action plans
- Coordinate escalated driver service issues
- Good communication and social media literacy
- Critical thinking and problem-solving skills
- Intermediate proficiency in Excel/Google Sheets
- Intermediate proficiency in spoken and written English
Good to have:
- Fresh graduate, working experience is a plus
- Diploma/Bachelor degree with min GPA of 3.0
- From a top university is a plus
6 skills required
Job Details
About the Role
Area Operations Staff accountable and responsible to support Area Operations Supervisor for all spectrum operation drivers at Area level, including but not limited to hold driver engagement activity, driver acquisition, and consistently helping to solve driver problems on the field. Handle conflict, regulation compliance and maintain stakeholders in the area.
What You Will Do
- Handle driver support unit/walk in center in the area: onboarding, troubleshooting, attribute selling, issue escalation;
- Manage driver community: coordination, training, troubleshooting, issue escalation;
- Conduct online and offline program related to driver partners’ activities;
- Monitor all operations metrics (Demand, Supply, Reliability, Service Level, Risk, etc), propose action plan, and escalate if necessary;
- Coordinate with Area Operations Supervisor for day-to-day escalated issues around driver service.
What Will You Need
- Fresh graduate, having working experience is a plus;
- Diploma/Bachelor degree with min GPA of 3.0, from top university is a plus;
- Good communication skill and social media literacy;
- Good critical thinking and problem solving skill;
- Intermediate proficiency in Excel/Google Sheet;
- Intermediate proficiency in spoken and written English.
About the Team
Area Operations team plays a crucial role by managing end-to-end operations and engagement initiatives for our driver partners. From ensuring a healthy and sufficient supply to delivering seamless on-ground execution, the team is deeply involved in creating a reliable and impactful driver experience. Beyond the operations function, we work closely with cross-functional teams such as Sales and User Growth to ensure that our area-level strategies are aligned and effectively implemented. If you're passionate about solving complex problems, working collaboratively, and creating real impact on the ground, this is the team for you.
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About The Company
GoTo is the largest technology group in Indonesia, combining on-demand and financial services through the Gojek and GoTo Financial brands. It is the first platform in Southeast Asia to host these two essential use cases in one ecosystem, capturing a majority of Indonesian consumer household expenditure.
GoTo’s mission is to “Empower Progress” by offering an unparalleled selection of goods and services through a comprehensive merchant and partner network and promoting financial inclusion through its leading payments and financial services business.
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