Gostore Merchant Operations Senior Manager

Job Description

Location

Jakarta

Work Type

Permanent

Application Posted

May 27, 2021

About the Role
As our GoStore Order Management Senior Manager, you’ll take the wheel in ensuring smooth and timely delivery of all GoStore orders. You’ll get full accountability in defining policies and SLAs on merchant-partner order metrics and dispute settlements, run process improvement initiatives to enhance the user experience on the platform, and act as the key go-to person for all merchant-partner order operation matters. Collectively, your efforts will drive the team to provide the best merchant-partner experience for our GoStore platform, and streamline its fulfillment process as well.

What You Will Do

• Set key KPI and metrics to measure merchant-partner orders and fulfillment performance
• Run process improvement initiatives to improve customer satisfaction and the merchant-partner experience in GoStore
• Define policies and SLAs regarding merchant-partner order metrics, disputes, and exception handling
• Work with Merchant Lifecycle teams to review and improve merchant-partner fulfilment performance
• Be the key go-to person to answer questions on all aspects of merchant-partner order operations
• Work with logistic partners to ensure the delivery process is within SLA, as well as to run initiatives to improve lead time, coverage, and reduction in operational issues
• Work with the Finance team on fund settlement and all payment related workstreams
• Liaise with Risk team to eliminate and solve fraudulent activities

What You Will Need

• At least 4 years of work experience in the e-commerce industry
• Strong management and communication skills in order to lead the team and provide directions to face customers and merchant-partners professionally
• A strong critical thinking mindset and great problem solving skills in order to handle queries and issues from customers and merchant-partners efficiently and effectively
• Strong leadership experience in order to lead, mentor, and grow a high-functioning team
• Proficiency in English and Indonesian, both written and verbal
• Prior experience working at a start-up or tech company is a plus

About the TeamIn the Commerce Enablement team, we consistently strive to implement solutions that allow our merchant-partners in Indonesia (and the greater Southeast Asian region) to sell their products both online and offline. We also work to improve the merchant-partner experience by product innovation and integration with the rest of the Gojek ecosystem.Our Strategy & Growth team, part of the larger Commerce Enablement stream, currently comprises Merchant Support, Merchant Experience, Merchant Engagement and Merchant Development teams. Our portfolio of products include merchant-facing solutions that aid our subscribed merchant-partners in fortifying and scaling their business operations. Southeast Asia is a highly dynamic market, where products have to react promptly to market trends and shifts, and where our team members need to be flexible in experimenting and iterating fast. With that in mind, our team’s challenges span operational hurdles to complex strategic perplexities that all revolve around driving the company’s business growth and scalability. To tackle these challenges, we move quickly but conscientiously, always relying on data-driven information to fuel our strategic decisions that’ll ultimately affect the larger organization.This COVID era has been hard on all of us. Off-hours, we are doing our best to stay in touch and continue to bond through fun, playful online activities. Our team has a particularly positive and conducive working culture, where we’re piloted by our belief that teamwork makes the dream work. We also allow our members to take on a greater sense of ownership, where they can manage their own work hours so long as they deliver the expected results on time. Once COVID is over, we are looking forward to resuming our regular team-wide social activities such as dinner-and-drinks evenings and team off-sites.