Service Excellence & Analytics Junior Manager

HiLoker; Jakarta Barat; Hybrid; IDR 300,000,000 - 520,000,000; Full time

Job summary

ASTRO mencari Astronaut CX untuk menjadi mesin intelijen dan kualitas pusat, menggerakkan perbaikan berkelanjutan melalui integrasi WFM, QA/Training, dan wawasan pelanggan. Peran ini menuntut kemampuan memimpin lintas fungsi dan mengelola proyek peningkatan CX.

Anda akan memimpin inisiatif, desain kerangka RCA, dan mengukur ROI sambil bekerja dengan produk, tech, operasi, dan marketing. Hybrid di Jakarta Barat, posisi full-time di industri e-commerce.

Qualifications

• Gelar S1 di bidang Data Analytics, Statistik, Ilmu Komputer, Sistem Informasi, atau Ekonomi.
• 3–5 tahun pengalaman di CX Strategy, Process Excellence, atau Management Consulting (e-commerce/fintech).
• Pemahaman WFM (Erlang-C) dan QA/Training (ADDIE); analitik pelanggan (VoC, CSAT, NPS).
• Pengalaman mengelola perubahan dan memengaruhi pemangku kepentingan lintas fungsi.
• Keahlian SQL dan BI tools (Looker Studio/Tableau/Power BI) serta familiar dengan Zendesk/Salesforce/Genesys/Freshdesk.

Responsibilities

• Mengelola inisiatif peningkatan CX dan ROI di seluruh workstreams.
• Integrasikan QA, pelatihan, wawasan pelanggan, dan WFM.
• Rancang inisiatif pengurangan keluhan dan peningkatan FCR.
• Bekerja sama dengan produk, TI, operasi, dan pemasaran untuk menghilangkan penyebab keluhan.
• Terapkan kerangka RCA dan KPI untuk memantau kemajuan.
• Pimpin tim lintas fungsi saat gangguan operasional.

Job description

DESKRIPSI PEKERJAAN

About The Role

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

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 inform 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.

KUALIFIKASI MINIMUM

Requirements

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

• Educational Background: Bachelor's degree in Data Analytics, Statistics, Computer Science, Information Systems, or Economics.
• Work Experience: 3 - 5 years of experience in CX Strategy, 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.
• Domain Expertise: Comprehensive understanding of WFM principles (Erlang-C, staffing models), QA/Training methodologies (ADDIE model, calibration standards), and Customer Analytics (VoC, CSAT, NPS, churn analysis).
• Stakeholder & Change Management: Proven ability to influence non-CX leaders (Product, Tech, Operations Team) to prioritize CX-driven backlog changes without direct line authority.
• Technical & Analytics Stack: Proficient in SQL and BI tools (Looker Studio, Tableau, Power BI) to independently independently validate insight data, alongside enterprise CX/WFM systems (Zendesk, Salesforce, Genesys, Freshdesk).

RINGKASAN PERKERJAAN

• *SPESIALISASI**: Management and Consultancy
• *PENDIDIKAN MINIMAL**: S1 (Sarjana)
• *SISTEM KERJA**: Hibrid
• *TIPE PEKERJAAN**: Full time
• *LOKASI**: West Jakarta, DKI Jakarta, Indonesia
• *INDUSTRI**: E-Commerce
• *SITUS PERUSAHAAN**: http://www.astronauts.id

TENTANG PERUSAHAAN

ASTRO is Indonesia's quick commerce company that delivers groceries and essentials to your door within minutes. Founded in 2021 by a group of seasoned e-commerce executives and backed by both trusted International and local 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?