District Operations Staff - Balikpapan

About The Role

Fasten your helmet and climb aboard if you’re ready to be our District Operation Staff. In this role, you will be an integral player within the East Indonesia Region Team based in Balikpapan and working closely with the folks in Regional Strategy from HQ. You will be reporting directly to the District Operation Manager and focusing heavily on the supply management for Gojek, be in charge of the operational driver spectrum within the district level, which includes balancing supply and demand (BCR), utilizations, driver acquisitions, driver engagements, and solving driver problems on the field in efforts to enhance the lives and livelihoods of our driver-partners in the district, providing them with the attention, experience, and opportunities they deserve.

What You Will Do

• Monitor personal metrics of engagement with driver-partners, propose activities/programs to increase the level of engagement and ensure all engagement programs are well executed and implemented
• Handle driver support unit according to agreed operating office hours
• Manage driver community by doing a regular offline engagement (i.e. 'kopdar') as our way to inform, reach, and engage with driver-partners
• Support implementation of Gojek's policies/programs by managing these changes
• Monitor "Booking Completion Rate (BCR)" to ensure the operational activities run well at the district level
• Coordinate with District Operations Manager for day-to-day escalated issues around driver service and customer service
• List, identify, and propose solutions to our driver partners' problems on the field and ensure their concerns are heard by following up with them

What You Will Need

• Excellent planning and organizational abilities to ensure the district team is on track to achieve its goals
• Strong analytical thinking and problem-solving skills to effectively resolve driver-related issues
• Basic data analysis skills with basic SQL understanding will be a plus point
• Strong interpersonal skills in order to cater to and build relationships with various stakeholders
• At least 1 year of experience in the supply chain or operational field (fresh graduates with internship experience are welcome to apply!)
• Sharp attention to detail to increase productivity and reduce the likelihood of errors
• Excellent written & verbal communication skills focused on improving collaboration, understanding, and information exchange across all stakeholders

About the Team

Our District Operations team is a big family spread out across multiple regions in Indonesia. Working alongside the Product team, we are predominantly concerned with all things to do with our driver-partners - their experiences using our services, their life cycle, their engagement with the company, and growing our driver-partner family in the district, just to name a few things. We also oversee the supply within Gojek, including creating detailed business analyses, outlining problems, and developing solutions for our driver-partners.

One of the biggest challenges our team has had to face has undoubtedly been maintaining a high level of engagement with our driver-partners amidst the COVID-19 pandemic. To ensure our driver-partner ties remain strong with the company, we introduced online meet-ups and forums with our driver-partners where they can openly discuss their questions, concerns, and experiences directly with our team.

Our team genuinely enjoys what we do since we get to see the impact of our work reflected in our driver-partners everyday lives on the field. We're a fun group made up of avid readers, amateur gamers, Netflix watchers, K-pop listeners, and (guilty🙈) reality show watchers. We're also big foodies since we're spoiled for choice here in Indonesia (food recommendations are always welcome!).

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, e-commerce, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek, Tokopedia 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.

About Tokopedia

Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology. It has been a driving force behind Indonesia's digital development since its foundation in 2009, with more than 99% of districts and empowered around 12 million merchants listed nationwide. With Nakama ranging all across Indonesia, Tokopedia aims to simplify the lives of many to #FindYourPurpose together.