Head of FTTH Onboarding & Activation Excellence

PT. Indosat Tbk; Jakarta Pusat; On-site; IDR 900,000,000 - 2,100,000,000; Full time

Job summary

PT. Indosat Tbk in Jakarta seeks an AVP Head of Customer Acquisition & Fulfillment to own the end-to-end journey from verification to activation, leading Verification & Validation and Service Delivery teams.

You will ensure genuine customers, prevent fraud, and deliver installation and activation as promised at sale. The role coordinates with Sales, digital channels, field technicians, and fiber partners to optimize acquisition volume while protecting revenue, CSAT, and first-time-right

Qualifications

• Bachelor's degree in business administration, telecommunications, or marketing, or related field.
• 7–8 years in telecom/customer operations with leadership experience.
• Proven ability to manage end-to-end customer lifecycle from acquisition to activation.
• Strong cross-functional collaboration and stakeholder management.
• Analytical mindset with experience in CX/CRM analytics.

Responsibilities

• Lead Verification & Validation and Service Delivery functions end-to-end.
• Oversee order-to-activation processes, SLA management, and CSAT outcomes.
• Drive onboarding governance and cross-functional collaboration with Sales, Tech, and Field Partners.
• Develop and monitor performance dashboards for acquisition, validation, installation, and activation.
• Mitigate fraud and recycle-customer risks while ensuring high-quality customer experience.

Skills

Leadership

Cross-functional collaboration

Analytical thinking

Communication

Team management

Education

Bachelor's degree in business administration, telecommunications, or marketing

Tools

MS Office

CX/CRM software

Ticketing systems

Operational dashboards

Job description

PT. Indosat Tbk in Jakarta seeks an AVP Head of Customer Acquisition & Fulfillment to own the end-to-end journey from verification to activation, leading Verification & Validation and Service Delivery teams.

You will ensure genuine customers, prevent fraud, and deliver installation and activation as promised at sale. The role coordinates with Sales, digital channels, field technicians, and fiber partners to optimize acquisition volume while protecting revenue, CSAT, and first-time-right