Care Channels Manager

About The Role

We are seeking an experienced and dynamic Care Channels Manager to oversee our multi-channel support operations across both in-house (GoHub) and outsourced BPO teams. This role is pivotal in ensuring seamless, empathetic, and efficient support delivery to our customers and driver-partners. You will be accountable for driving operational performance, maintaining compliance, managing vendor relationships, and championing continuous improvement initiatives that elevate the overall service experience.

What You Will Do

• Lead and manage end-to-end support operations across GoHub (in-person) and BPO vendor team, ensuring timely, accurate, and empathetic service delivery across all customer touchpoints.
• Oversee daily operations including queue management, scheduling, quality assurance, and performance tracking against key KPIs (CSAT, SLA, AHT, resolution rate, reopen rate, etc.).
• Establish, maintain, and manage strong vendor relationships, including performance reviews, contractual compliance, and cost efficiency across outsourced operations.
• Drive onboarding accuracy and readiness, ensuring drivers experience a seamless and compliant onboarding journey.
• Ensure strict adherence to internal policies and external regulatory requirements, embedding compliance and service excellence into all processes.
• Collaborate cross-functionally with internal teams and external partners to streamline operations, align processes, and deliver service enhancements.
• Analyze operational data and customer feedback to generate actionable insights, identify root causes, and implement scalable improvements.
• Champion a culture of continuous improvement, leading initiatives that enhance productivity, strengthen stakeholder collaboration, and elevate the customer and driver experience.

What You Will Need

• At least 3–5 years of experience in managing contact center operations or vendor management, with proven success in both in-house and outsourced (BPO) environments.
• Demonstrated ability to lead, coach, and inspire teams while driving strong performance outcomes in customer experience (CSAT, SLA, AHT, resolution rate).
• Solid understanding of contact center efficiency models, workforce management, and operational KPIs, with the ability to translate insights into action.
• Strong stakeholder and project management skills, able to align internal teams and external vendors to deliver on shared objectives.
• Proven capability to analyze data and customer feedback, identifying gaps, risks, and opportunities to improve service quality and efficiency.
• Excellent interpersonal, communication, and conflict resolution skills, with the ability to manage sensitive issues across teams and vendors professionally.
• Highly organized and decisive, able to manage multiple priorities under pressure while maintaining compliance with internal and regulatory standards.
• Willingness to travel to vendor sites (~20–25%) for performance reviews, assessments, and relationship management.

About The Team

The Service Excellence team, an integral part of the Gojek Singapore team, is dedicated to providing end-to-end support for our valued driver-partners and customers. Collaborating closely with operations and product teams, we aim to ensure a smooth experience for users at every stage, continuously seeking improvement. Our relentless pursuit of improvement drives us to constantly innovate and refine our processes. Furthermore, as a cohesive unit, we prioritize not just the company's advancement, but also the individual development, welfare, and unity among our team members.

About GoTo Group

GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.

About Gojek

Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.

About GoTo Financial

GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.

GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.