Driver Care Lead, Hub Operations
Job Summary
Job Description
We are looking for a dynamic Manager to lead our customer service team, ensuring excellent customer support across all touchpoints. Responsibilities include managing team performance, overseeing daily operations, ensuring onboarding accuracy, and maintaining compliance with standards. You will analyze service metrics and customer feedback to drive improvements, streamline processes, and implement service enhancements. This role involves collaborating with internal and external teams to elevate operational efficiency and customer experience.
Must have:
- Lead and manage the customer service team
- Oversee daily team operations
- Ensure onboarding accuracy
- Maintain compliance with standards
- Collaborate cross-functionally
- Analyze performance data and feedback
- Identify service improvement initiatives
Good to have:
- At least 2 years of experience as an operations manager
- Experience managing and motivating teams
- Ability to address conflicts professionally
- Decision-making under pressure
- Attention to detail and process identification
- Strong stakeholder and project management
- Efficient time and resource management
- Customer-centric decision making
4 skills required
Job Details
About the Role
We are seeking a dynamic Manager to oversee the daily operations of our customer service team, ensuring timely, accurate, and empathetic support across all customer touchpoints. In this role, you will be responsible for managing team performance, ensuring onboarding accuracy, and maintaining compliance with internal and regulatory standards. You will analyze key service metrics and customer feedback to generate actionable insights that drive continuous improvement. Working closely with internal teams and external partners, you will streamline processes, implement service enhancements, and lead initiatives that elevate both operational efficiency and the overall customer experience.
What You Will Do
- Lead and manage the customer service team ensuring timely, accurate, and empathetic support delivery across all customer touchpoints.
- Oversee daily team operations including queue management, team schedules, customer communications, and performance tracking against key metrics such as CSAT, AHT, SLA, and resolution rate.
- Ensure onboarding accuracy and readiness guiding the team to deliver a seamless and compliant onboarding experience for new users or customers.
- Maintain strict adherence to regulatory and internal compliance standards ensuring all processes, documentation, and interactions meet quality and policy requirements.
- Collaborate cross-functionally with internal stakeholders and external partners to streamline operations, align processes, and support service enhancements.
- Analyze performance data and customer (driver) feedback, delivering actionable insights to stakeholders to drive operational and strategic decisions.
- Identify and prioritize service improvement initiatives, working with relevant teams to implement enhancements that resolve root causes and elevate customer experience.
What You Will Need
- At least 2 years of working experience as an operations manager in a contact center / frontline customer service operations
- Experience in managing teams, motivating, coaching and inspiring team members to achieve an excellent customer experience
- Address conflicts and interpersonal issues within the team professionally and diplomatically
- Ability to make informed decisions under pressure, considering both short-term and long-term implications
- Keen eye for detailed process steps & identification of gaps/opportunities
- Strong stakeholder and project management capabilities
- Efficiently manage time, resources, and priorities to ensure productivity and meet deadlines
- Keep customer needs in mind when making decisions and managing operations
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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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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