Gojek - Merchant Issue Resolution Experience Manager

About The RoleJoin our team and make a real impact! As the Merchant Issue Resolution Experience Manager, you and your team will play a pivotal role in driving positive merchant experience when merchants are trying to get resolution for their issues with our platform or with our functions (i.e: Merchant Care Unit) and are accountable to continuously improve the Merchant Satisfaction Score. You will collaborate very closely with the SMB Region & Enterprise sales team to get their feedback as the merchants’ guardians, and with the product team who will build products & features based on your inputs. Merchant Care Unit and Sales Excellence will be your companions during this ride. You will have ample opportunity to flex and hone in on your business strategy, multi-tasking, analytical, and time-management skills - catering to the day-to-day needs and issues of our beloved merchants, and ensuring they get the experience they deserve.What You Will DoCreate a delightful experience for merchants when they try to get help and/or resolution for their issues with GoFood, GoBiz, or Gojek through issue analysisEnsure that merchants have full transparency and clarity when creating an issue ticket through GoBiz or Merchant Care Unit on how to get help, what to expect from the process, what will the SLA be to get resolution, and that merchants actually get resolution through understanding the actual end-to-end processesEnsure merchants’ issue resolution in Gojek exceeds their experiences on the same with competitors’ platforms in terms of easiness and time spent to get resolutionTogether with the Merchant Care Unit, analyze root cause and put effort to reduce the number of tickets for the top 10 issues coming from merchants by improving processes and productPut effort to fix issues and build/improve process & product required to increase merchants’ satisfaction to GoBiz and Gojek; and improve merchants’ conversion & stickiness to GoBizContinuously improve Merchant Satisfaction (MSAT) score as the quantifiable metric to measure merchants’ satisfaction with GoBiz and Gojek’s services to merchantsSupport the Merchant Issue Resolution Experience Sr Manager to manage feature/product implementation and rolloutsGive analysis & insights to product & marketing team on merchants’ issues/sentiment on their experiences with GoBiz or with GojekCollaborate cross-functionally with product, marketing, sales, and other stakeholders to align strategies derived from data-driven analysis and execute plans effectivelyProvide regular and ad-hoc impact reports and analyses to leadershipWhat This Role NeedsMinimum 4 years of relevant working experience in strategy, project management, management consulting or other related roles that require strong analytical skills, problem-solving, and business acumenA structured and analytical thinking process to develop framework, project charters, and prioritizationStrong business sense and ability to articulate complex analysis results to a wide range of audiences and translate the results to actionable business insightsHave good presentation skills - esp. the ability to present during problem solving session with other stakeholders (working-level or leadership) Solid track record of stakeholder managementProficiency in SQL/query is preferred. Candidate will be required to learn on the job if they come with no proficiencyAbout The TeamThe Sales Excellence & Merchant Experience team is an integral part of the Food, Ads & Merchants organization, and based in HQ Office Jakarta, Indonesia. Our primary focus is to ensure that the company’s KRs are achieved by providing the support needed for the sales team to excel in their job, and to provide support needed for merchants to grow their business. This could vary from improving business processes, creating BRDs (Business Requirement Documents) for the product team, problem solving on merchants’ top issues, to supporting merchants to set up their promo.Our relationship within the team is not just about work. We believe in fostering joy and connection, whether over a meal (nobody in our team will ever say no to a good nasi kapau!) or through shared laughter. Each team member is not only ready but more than happy to continuously give guidance and support to each other, while maintaining each other’s independence and flexibility. Together we will navigate challenges and seize opportunities, all while empowering merchants to grow with us!About GoTo GroupGoTo 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 GojekGojek 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 FinancialGoTo 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.