Lead Service Excellence & Analytics

ASTRO; Jakarta Pusat; On-site; IDR 420,000,000 - 660,000,000; Full time

Job summary

ASTRO is hiring for a strategic role in its Contact Center to act as the central intelligence and quality engine for customer operations. You will drive continuous improvement by aligning QA, training, and workforce management with data-driven insights.

The role requires 3–5 years in customer excellence or related fields, strong analytics, and the ability to influence across Product, Tech, and Operations. Jakarta-based position with a fast-paced, cross-functional team.

Qualifications

• Bachelor's degree in a quantitative field preferred.
• 3–5 years in Customer Excellence, Process Excellence, Operational Management, or Management Consulting in e-commerce or fintech with 1–2 years cross-functional project experience.
• Strong understanding of WFM principles (Erlang-C, staffing models), QA/Training methodologies (ADDIE), and customer analytics (VoC, CSAT, NPS).
• Proven ability to influence non-CX leaders to prioritize CX-driven backlog changes without direct line authority.
• Proficiency in SQL and BI tools to independently validate insight data and work with CX/WFM systems.

Responsibilities

• Lead QA, Training, Customer Insight, and WFM sub-functions and ensure alignment.
• Integrate insights to inform QA rubrics and training curricula and align staffing with demand trends.
• Design initiatives to reduce complaint rates and improve First Contact Resolution through optimized workflows and knowledge base updates.
• Partner with Product, Tech, Operations, and Marketing to fix systemic drivers of complaints and address upstream issues.
• Establish RCA frameworks (5 Whys, Fishbone, FMEA) to identify recurring failure points across the customer journey.
• Own CX improvement project lifecycles, define success metrics, and report progress to CX leadership.
• Lead cross-departmental task forces during operational disruptions to mitigate customer impact.

Skills

Data analytics

Statistics

Project management

Cross-functional collaboration

CX insights

Education

Bachelor's degree in relevant field

Tools

SQL

Looker Studio

Tableau

Power BI

Zendesk

Salesforce

Genesys

Freshdesk

Job description

ASTRO is Indonesia's quick commerce company that delivers groceries and essentials to your door within 15 minutes. Founded in 2021 by a group of seasoned e-commerce executives and backed by trusted international investors, it is our mission to make people's lives simpler and easier by saving them time, energy, and money.

Just like real Astronauts that take off into outer space, Astro embodies the values of being fast, bold, adventurous, and technologically advanced.

Interested in working for a company that pushes the boundaries and strives to be the best? Join us now to be a part of this ground-breaking mission!

About this Position

This role will act as the central intelligence and quality engine of the Contact Center. This role is responsible for driving continuous improvement across customer operations by integrating workforce optimization, frontline quality governance, and data-driven customer insights

Job Description

As our Astronaut, your missions are:

• Pillar Management & Team Integration: Direct and align three core sub-functions: QA & Training, Customer Insight, and WFM.
• Ensuring data from Insights informs QA rubrics/Training curriculum, while WFM staffing aligns with complaint volume trends.
• Complaint Rate Reduction (Internal CX): Design and execute internal operational initiatives that directly lower contact and complaint rates by optimizing agent workflows, updating knowledge bases, improving First Contact Resolution (FCR), and targeting quality coaching.
• System & Process Redesign (External CX): Partner with cross-functional stakeholders (Product, Tech, Operations, Marketing) to eliminate systemic complaint drivers, resolving upstream product bugs, policy friction, and fulfillment delays.
• Root Cause Analysis (RCA) Governance: Establish structured RCA frameworks (5 Whys, Fishbone, FMEA) using insight analytics and QA escalations to isolate recurring failure points across the end-to-end customer journey.
• Project Management & ROI Tracking: Own the project lifecycle for CX improvement workstreams, defining success metrics (e.g., % reduction in complaint volume, CSAT lift, ticket deflection) and presenting progress to CX leadership.
• Crisis & Escalation Leadership: Lead cross-departmental task forces during major operational disruptions to mitigate customer impact in real time.

Job Requirements

In order to launch the missions successfully, you need to have:

• Bachelor's degree from any major, background in Data Analytics, Statistics, Computer Science, Information Systems, or Economics will be preferred
• 3 - 5 years of experience in Customer Excellence, Process Excellence, Operational Management, or Management Consulting within, e-commerce, or fintech sectors, with at least 1-2 years managing cross-functional projects or sub-teams.
• Comprehensive understanding of WFM principles (Erlang-C, staffing models), QA/Training methodologies (ADDIE model, calibration standards), and Customer Analytics (VoC, CSAT, NPS, churn analysis).
• Proven ability to influence non-CX leaders (Product, Tech, Operations Team) to prioritize CX-driven backlog changes without direct line authority.
• Proficiency in SQL and BI tools (Looker Studio, Tableau, Power BI) is preferred, to independently validate insight data, alongside enterprise CX/WFM systems (Zendesk, Salesforce, Genesys, Freshdesk).