WHAT YOU WILL NEED

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• 6+ years of experience in strategy, project management, or consulting, with strong analytical, business acumen and problem-solving skills

• Strong analytical skills to develop frameworks and set priorities
• SQL skills preferred but not required
• Strong business sense and ability to articulate complex analysis results to a wide range of audiences and translate the results to actionable business insights
• Have good presentation skills - esp. the ability to present during problem solving session with other stakeholders (working-level or leadership)
• Solid track record of stakeholder management

ABOUT THE ROLE

Join our team and make a real impact! As the Merchant Issue Resolution Experience Senior 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). 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 DO

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• Create a delightful experience for merchants when they try to get help and/or resolution for their issues with GoFood, GoBiz, or Gojek

• Ensure that merchants have full transparency and clarity when escalating an issue 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
• Ensure merchants’ issue resolution in Gojek exceeds their experiences on the same with competitors’ platforms in terms of easiness and time spent to get resolution
• Together with the Merchant Care Unit, problem solve the top 10 issues coming from merchants and continuously decrease the number of tickets through improvements on processes and products
• Initiate and lead effort to fix issues and build/improve process & product required to increase merchants’ satisfaction to GoBiz and Gojek; and improve merchants’ conversion & stickiness to GoBiz
• Build and continuously improve Merchant Satisfaction (MSAT) score as the quantifiable metric to measure merchants’ satisfaction with GoBiz and Gojek’s services to merchants
• Manage feature/product implementation and rollouts
• Give insights to product & marketing team on merchants’ issues/sentiment on their experiences with GoBiz or with Gojek
• Collaborate cross-functionally with product, marketing, sales, and other stakeholders to align strategies derived from data-driven analysis and execute plans effectively
• Provide regular and ad-hoc impact reports and analyses to leadership team