Driver Experience Manager

Job Description

Location

Jakarta

Work Type

Permanent

Application Posted

September 30, 2021

About the Role
Our driver-partners are one of the crucial pillars of our business; from serving food orders to transporting people and goods from one place to another - there is very little that they can’t do. As our Driver Experience Manager, you’ll take the time to properly identify and define sources of friction that are most likely to impact our driver-partners daily operations and quality of performance. Once those are identified, you’ll initiate projects that’ll work to ensure their possibilities of popping up are at minimum or even non-existent levels. Ultimately, your efforts will boost Gojek’s standing as the most trusted partner amongst our driver-partners, ensuring we deliver the best experience and opportunities to them as possible.

What You Will Do

• Work hand-in-hand with our driver-partners to identify and define their sources of friction throughout their day-to-day operations, ultimately understanding their point of view as our partners
• Provide recommendations and develop actionable strategies on how to anticipate, react, and respond to the frictions through data analysis and research
• Manage strategic projects in collaboration with relevant internal teams, our driver-partners, and external stakeholders
• Facilitate communication, coordination, and alignment with respective stakeholders throughout the processes

What You Will Need

• At least 4 years of experience in a strategy or project management role at a tech company
• Strong communication and project management skills with experience managing complex projects with multiple stakeholders
• Ability to lead and conduct analysis independently, including leveraging other teams such as Research, Product Management, etc.
• High level of precision and attention to detail to produce accurate sources of truth for management’s decision making
• Ability to move and execute quickly in a time efficient manner to allow for continual iteration is a core competency of our team
• Strong proficiency in Microsoft Excel and PowerPoint is a must; Proficiency with SQL will be a plus

About the Team The Driver Experience team comprises 3 people based in Jakarta, Indonesia. As part of the larger Driver Core department, we are the go-to team for anything related to driver-partners due to our vast knowledge, data, and close interaction with them. Our primary focus is to mitigate driver-partners’ anxiety and friction in their daily operations. We do this through process improvement or feature introduction, which has been proven over time to help driver-partners better navigate throughout their booking stages and ultimately contribute to the improvements in their earning. Our current focuses are mostly related to logistics and partnership projects, but if we found other aspects that will have a major impact in driver-partners’ experience, best believe we’ll be on top of it! Aside from work, we also like to have fun, interact with each other, and share hobbies. When COVID subsides, our team looks forward to continuing our monthly catch-up gatherings in person. We hope to see you there, too!