Driver Operations Lead

Lalamove; Jakarta Pusat; Presencial; IDN 300.000.000 - 500.000.000; Jornada completa

Descripción de la vacante

Lalamove is seeking a Driver Operations Lead based in Jakarta to oversee the drivers onboarding team and ensure fast, scalable onboarding processes as the business grows across Indonesia.

You will report to the Driver Operations Manager, coach call ops and verification staff, and collaborate with QA, regional teams, and marketing to optimize conversion rates and workflows.

The ideal candidate has 5+ years in operations, strong communication skills, and deep experience with Excel and PowerPoint.

Formación

• 5+ years of experience in operations or customer service leadership.
• Experience in call center and verification operations is a plus.
• Strong communication and stakeholder management.
• Fluent English written and spoken.
• Proficient with Excel and PowerPoint.

Responsabilidades

• Lead the drivers onboarding team including call ops and verification.
• Coach agents to achieve KPIs.
• Monitor quality and output of call agents and verification.
• Improve onboarding conversion rates across markets and cities.
• Collaborate with QA, regional teams, and marketing to optimize workflows.

Conocimientos

Leadership

Operations management

Call center management

Verifications workflow

English communication

Data analysis

Herramientas

Excel

PowerPoint

Descripción del empleo

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it!

Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday. With 1600+ employees spread across SEA and LATAM, our 12-year old company has reached unicorn status in 2018, is well funded by prominent VCs and has kept growing at tremendous speed since.

Our strength lies in our internal values, namely Passion in serving local communities, empowering SMEs and our driver partners, Execution and Grit because that is how we differentiate ourselves by never giving up and striving for excellence, and Humility - awareness in ourselves to learn from others and never stop improving.

At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple. Since 2013, we have tackled the logistics industry head on to find the most innovative solutions for the world’s delivery needs. Our vision is to bring communities closer and make city life easier by allowing fast and convenient circulation of goods. We realize this vision with a ‘glocal’ approach, building a robust operations team to adapt our product to local networks of businesses and delivery contractors. At the same time, we have ambition to build an international brand by establishing an even more global presence.

We are looking for a Driver Operations Lead, based in Jakarta. You’ll be placed in the Driver Operations Department and will be responsible to make sure we have the most efficient drivers onboarding process. You will directly report to Driver Operations Manager. The ideal candidate has experience in fast-paced, dynamic environments and can help scale and manage our rapid growth across Indonesia. We are seeking someone who can thrive in a collaborative, open, and fun culture! If you are passionate about solving delivery problems through empowering communities, come join us and experience exciting, rapid growth!

The recruitment process will be carried out in English, and only shortlisted candidates will be notified.

What you'll do:

• Lead the drivers onboarding team consist of call ops agent and document verification team.
• Lead and coach both document verification and call center agents to achieve their KPIs.
• Monitor and review the quality and output of call agents and document verification.
• Manage healthy conversion rate in onboarding stage, both market and city performance.
• Working closely with QA team to improve agents quality.
• Monitor and analyze drivers onboarding funnels and maintain high conversion rates on each funnel steps.
• Assess, develop, and refine the whole onboarding process.
• Working closely with regional team to fine tune the drivers onboarding process and policies.
• Collaborate with the Lead Generation team to improve driver leads, both quantity and overall conversion rate.
• Collaborate with the Marketing team to conduct continuous review on paid driver leads performance.
• Continuously develop and enhance existing workflows and procedures.
• Proactively optimize and update workflows to increase efficiency.

What you'll need:

• At least 5 years of experience in operations, preferably within a startup or banking industry.
• Experience in call center and verification operations is a plus.
• Ability to communicate, present and influence in a credible and effective way at all levels of the organization.
• Ability to champion new processes from plan to close.
• Ability to improve existing working procedures and lead the team to work accordingly based on determined process guidelines.
• Strong verbal and written communication skills with fluent proficiency in written and spoken English.
• Experience and familiar with spreadsheets, Microsoft Excel, and PowerPoint