Area Operations Associate
Job Summary
Job Description
The Area Operations Associate supports the Area Operations Manager in managing spectrum operations, including balancing supply and demand, utilization, driver acquisition and engagement, and resolving driver issues. This role involves handling conflicts, ensuring regulation compliance, and maintaining stakeholder relationships. Key responsibilities include monitoring daily operations for both 2-wheel and 4-wheel services, managing driver acquisition, engagement, and exit processes, and optimizing driver income. The associate will also collaborate on escalated driver service issues, apply operational insights to new service areas, manage end-to-end processes at walk-in centers, ensure SOP and legal compliance, and support product rollouts and operational analysis.
Must have:
- 3 years of operations experience
- Strong analytical and problem-solving skills
- Understanding of supply and demand planning
- Good communication and attention to detail
- Creative problem-solving abilities
- Conflict resolution skills
- Fluent in Bahasa Indonesia
- Proficient in spoken and written English
Good to have:
- Experience with improvement tools (SQL, BigQuery, Metabase)
- Empowerment of relevant teams
6 skills required
Job Details
About the Role
Area Operations Associate is accountable and responsible to support Area Operations Manager for all spectrum operation drivers in the area level, including but not limited to balancing supply and demand (BCR), utilization, driver acquisition, driver engagement, and consistently helping to solve driver problems on the field. Handle conflict, regulation compliance and maintain stakeholders in the area.
What You Will Do
- Accountable to support Area Operations Manager (AOM) tasks by managing day-to-day operations monitoring (2W and 4W) including: 1. driver acquisition management; 2. driver engagement management (loyalty & retention and safety & performance training); 3. driver exit (i.e. drivers suspension, etc.) management and inventory management (driver attributes and driver warrants); 4. driver income through driver expenses reduction or providing alternative income (i.e. Swadaya)
- Collaborate with Area Operations Manager for day-to-day escalated issues around driver services
- Learn and apply good insights from an operations perspective during the process of establishing new areas of service
- Responsible for end-to-end processes at the channel walk-in center (Driver Support Unit) in the district
- Ensure SOP and legal compliance in the district
- Support AOM in product changes roll out in the region
- Support AOM by providing analysis for operations and consumer engagement activities in the area
What You Will Need
- Having at least 3 years experience in operations
- Having strong analytical thinking and problem-solving skills using various improvement tools (e.g. SQL, Big query, metabase) and methods
- Having a good understanding of supply and demand planning
- Having good communication skills and good attention to detail and routine activities
- Able to create creative solutions toward operation issues and empower relevant teams to execute properly
- Able to handle communication in community or mass conflict
- Fluent in Bahasa Indonesia & proficient in spoken and written in 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.
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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