Merchant Issue Resolution Experience Manager

PT Aplikasi Karya Anak Bangsa (GO-JEK Indonesia); Daerah Khusus Ibukota Jakarta; On-site; IDR 300,000,000 - 400,000,000; Full time

Job summary

An established industry player is seeking a Merchant Issue Resolution Experience Senior Manager to enhance merchant satisfaction and streamline issue resolution processes. This role involves collaborating with various teams to ensure merchants receive exceptional support and transparency when resolving issues. You will leverage your strong analytical skills and business acumen to drive improvements, manage product implementations, and provide valuable insights to stakeholders. Join a dynamic team that values joy and connection, and make a significant impact on the merchant experience while fostering a supportive and collaborative work environment.

Qualifications

• 6+ years of experience in strategy, project management, or consulting roles.
• Strong analytical skills and ability to articulate complex results.

Responsibilities

• Create delightful experiences for merchants seeking resolutions.
• Collaborate cross-functionally to align strategies and execute plans.

Skills

Analytical Skills

Problem-Solving

Business Acumen

Presentation Skills

Stakeholder Management

Education

Bachelor's Degree

Master's Degree (preferred)

Tools

SQL

Job description

Merchant Issue Resolution Experience Manager

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

• 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

What This Role Needs

• Minimum 6 years of relevant working experience in strategy, project management, management consulting or other related roles that require strong analytical skills, problem-solving, and business acumen
• A structured and analytical thinking process to develop framework, project charters, and prioritization
• 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
• Proficiency in SQL/query is preferred, but not mandatory (would help to succeed in the role and guide team members when doing analysis)

About The Team

The Sales Excellence & Merchant Experience team is an integral part of the Food, Ads & Merchants organization, and based in HQ Office Jakarta, Indonesia. Our primary focus is to ensure that the company’s KRs are achieved by providing the support needed for the sales team to excel in their job, and to provide support needed for merchants to grow their business. This could vary from improving business processes, creating BRDs (Business Requirement Documents) for the product team, problem solving on merchants’ top issues, to supporting merchants to set up their promo.

Our relationship within the team is not just about work. We believe in fostering joy and connection, whether over a meal (nobody in our team will ever say no to a good nasi kapau!) or through shared laughter. Each team member is not only ready but more than happy to continuously give guidance and support to each other, while maintaining each other’s independence and flexibility. Together we will navigate challenges and seize opportunities, all while empowering merchants to grow with us!