Operations Manager (Logistics)

BukuWarung; Jakarta Pusat; On-site; IDR 360,000,000 - 540,000,000; Full time

Job summary

BukuWarung seeks a delivery and fulfilment leader to own end-to-end delivery from warehouse to merchant door, ensuring on-time picks, packs, and dispatch, with same-day fixes when issues arise.

You will drive improvements in merchant wait times, currently around 8 days, and reduce breach rates by optimizing routing, cutoffs, and new delivery models. You will run the warehouse, courier network, and the returns loop, building a robust exception desk for fast resolutions.

Qualifications

• Must have 5+ years in operations, logistics, or supply chain with last-mile/fulfilment experience.
• Experience running a delivery-performance or SLA program at scale.
• Hands-on managing a warehouse or fulfilment operation to SLA.
• Strong data skills: dashboards and metrics.
• Experience working with multiple couriers and data reconciliation.
• Proven ability to build processes in fast-moving environments.
• Fluent in Bahasa Indonesia with working-level English.

Responsibilities

• Own the delivery SLA and merchant-wait time and drive breach rate down as volume grows.
• Identify where days are lost across warehouse dispatch to last-mile and pull levers (routing, cutoffs, delivery models).
• Own warehouse operation to SLA: inbound receiving, pick-pack accuracy, and dispatch cutoffs.
• Maintain control-tower visibility and catch bottlenecks before merchant impact.
• Manage courier performance with scorecards and escalation paths.
• Own returns and reverse logistics with Finance input.

Skills

Last-mile delivery

Warehouse management

Data analytics

Cross-functional leadership

Carrier management

Tools

Excel

Dashboards

Job description

About BukuWarung

BukuWarung is building the digital and financial backbone for millions of micro and small businesses across Southeast Asia. Through payments, credit, and everyday money tools, we help underbanked entrepreneurs run and grow their businesses with confidence.

Our Operations team gets company-owned payment devices, QRIS Soundbox and EDC terminals, into merchants’ hands. The operation runs on a lean mix of partners and automation, so Operations is really a control tower: we win on visibility, speed, and how well we run the network. Volume is growing fast.

About the Role

This is the person who owns delivery, from the warehouse floor to the merchant’s door. You make sure devices get picked, packed, and dispatched on time, reach the merchant fast and reliably, and that anything going wrong is caught and fixed the same day.

It is the most direct lever we have on the merchant experience. Today a merchant waits about 8 days for a device, most of it in last-mile, and roughly 1 in 12 shipments misses its target. You own that number and drive it down, even as volume grows fast. You will run the warehouse and delivery network to a real performance bar, keep dispatch flowing on time, build the exception desk that keeps nothing stuck, and own the returns loop that recovers our devices.

If you like owning a number, running partners hard, and building order out of a fast-moving operation, this one is for you.

What You Will Own

The Delivery Promise

• Own the delivery SLA and merchant-wait time, and drive the breach rate down as volume grows.

• Find where the days go across the whole journey, from warehouse dispatch to last-mile, and pull the biggest levers first (routing, cutoffs, new delivery models).

Warehouse & Fulfilment Control

• Own the warehouse operation to SLA: inbound receiving, pick and pack accuracy, and dispatch cutoffs, so every order leaves complete and on time.

• Keep the warehouse under control-tower visibility, catching bottlenecks at receiving or dispatch before they ever reach the merchant’s wait.

• Own stock accuracy against the warehouse: reconcile book versus physical, and give the supply-chain team an early, ramp-aware read on what is needed.

• Own warehouse performance day to day and at the escalation level, and drive continuous improvement on throughput and accuracy.

Courier Performance

• Manage every courier to a clear performance bar: scorecards, one accountable owner per carrier, and escalation paths that actually work.

• Decide how volume is allocated and routed by region and service, and support contracting and onboarding as the network grows.

Visibility & the Exception Desk

• Run a live view of every shipment and catch anything stuck, aging, lost, or damaged, then drive it to a same-day fix.

• Own how fast exceptions get resolved, and keep the handoff with the Merchant Happiness team clean so cases close with a real fix.

• Keep shipment status trustworthy when courier scans and our own records disagree.

Returns & Reverse Logistics

• Own the recovery of undelivered and returned devices (they are company assets on loan), track every unit back, and make the repair-versus-replace call with Finance.

• Keep a clean audit trail on recovered and written-off assets, and hand repairable units to the Activation team for refurbishment.

What We Are Looking For

Must-have

• 5+ years in operations, logistics, or supply chain, with real depth in last-mile, warehouse, fulfilment, or carrier management. More experience and broader leadership maps to the Senior Manager level.

• A track record running a delivery-performance or SLA program at scale, and driving a measurable improvement in breach rate or cost.

• Hands-on managing a warehouse or fulfilment operation to SLA: receiving, pick-pack accuracy, dispatch cutoffs, and stock accuracy.

• Strong with data: fluent in spreadsheets, comfortable defining metrics, building dashboards, and deciding from messy operational data.

• Experience managing multiple couriers and reconciling data across systems.

• You thrive in fast-moving, unstructured environments and have built processes from scratch, not just run a mature machine.

• A clear communicator, fluent in Bahasa Indonesia with working-level English, able to run partner reviews and drive cross-functional alignment.

Nice-to-have

• Experience with warehouse-management systems or a large fulfilment operation.

• Experience scaling a last-mile network that had to be rebuilt while it kept running.

• Familiarity with payments hardware, device serialization, or reverse logistics of controlled goods.

• Curiosity about running an operation on AI tools and control-tower dashboards; automation experience a plus.

• SQL or BigQuery literacy.

What Success Looks Like (First 6 Months)

1. The number moves: a measurable drop in SLA breach and merchant-wait, with a clear path toward the 2-day target in covered cities.

2. Warehouse under control: receiving, pick-pack accuracy, and dispatch cutoffs hitting SLA, with stock reconciled book versus physical.

3. Network under management: courier and warehouse scorecards live, one accountable owner each, allocation driven by performance.

4. The exception desk runs same-day: issues caught and resolved in hours, not days, with a working Merchant Happiness handoff.

5. Returns under control: a named recovery flow with Finance-agreed decisions and compliant write-offs.