Senior Leader, End-to-End Customer Acquisition & Activation

Indosat; Indonesia; On-site; IDR 400,000,000 - 700,000,000; Full time

Job summary

Indosat is seeking a senior leader to own the end-to-end journey from sold order to activated FTTH service. This AVP-level role oversees Verification & Validation and Service Delivery, driving fraud prevention, SLA adherence, and a high-quality installation experience.

You will lead two teams, set KPIs, manage partner performance, and report on verification accuracy, activation success, and CSAT. Strong leadership and telecom operations experience are essential.

Qualifications

• Bachelor's degree in business administration, telecommunications, or related field.
• 7-8 years in customer operations, verification or service delivery.
• 3+ years in managerial role leading multiple teams.
• Proven end-to-end customer lifecycle management in telecom/FTTH/broadband.
• Strong leadership, coaching, and people development.
• Proficiency with MS Office, CX/CRM, ticketing systems, analytics dashboards.
• Analytical thinker with data-driven decision making.
• Ability to work across matrix organization with Sales, Billing, Technical, and Marketing.

Responsibilities

• Lead Verification & Validation to ensure genuine onboarding and prevent fraud.
• Oversee Service Delivery from order management to installation and activation with SLA targets.
• Own end-to-end order-to-activation journey and reporting cadence.
• Manage field/fiber partners and contact center partner performance.
• Drive continuous improvement using customer insights and analytics.
• Develop KPIs, recruitment, and coaching for teams.
• Collaborate with Sales, Billing, Technical, and Marketing to ensure smooth handoffs.

Skills

Leadership

Communication

Customer Service Expertise

Problem-Solving

Analytical Thinking

Team Management

Strategic Planning

Time Management

Conflict Resolution

Education

Bachelor's degree in business administration / telecommunications / marketing or related field

Tools

MS Office

CX/CRM software

Ticketing systems

Operational dashboards/analytics tools

Job description

Indosat is seeking a senior leader to own the end-to-end journey from sold order to activated FTTH service. This AVP-level role oversees Verification & Validation and Service Delivery, driving fraud prevention, SLA adherence, and a high-quality installation experience.

You will lead two teams, set KPIs, manage partner performance, and report on verification accuracy, activation success, and CSAT. Strong leadership and telecom operations experience are essential.