About the Role
As our Special Project Associate (Transport), you'll take the wheel in identifying our customers and driver partners' various pain points in efforts to improve their experiences using our 2 Wheel and 4 Wheel Transport products and to drive product improvements for the team. An integral player within the Service Excellence team, and a constant collaborator with the Transport Product, Drive Trust & Safety, and the larger CARE team, you'll help craft a strategic plan to improve the team's efficiency and business processes moving forward and work to reduce transport defect rates. Your work will ensure that our customers and driver partners get the attention, experience, and opportunities they deserve while getting to see this impact in their everyday lives.
What You Will Do
Monitor Transport & Logistic Product defect rates & provide insights/proposals to the Transport & Logistic Product team to reduce these rates
Engage with the Driver Trust & Safety, Life-Cycle, and Experience teams to work on initiatives to reduce defect rates caused by drivers
Be the contact person for the CARE team, providing updates for new initiatives within the Transport & Logistic products
Work with CareTech team to build Transport and Logistic ticket automation
What You Will Need
A Bachelor's degree with at least 3 years of experience in the process or product improvement area
Experience managing projects / initiatives related to process and operations
Strong analytical and problem solving skills
Strong interpersonal & communication abilities
Fluent in English (written & spoken)
About the Team
The Service Excellence team is a group of passionate and energetic people that strive to provide world-class customer service to Gojek's customers, driver partners, and merchant partners alike. In collaboration with the larger CARE team, we take the time to understand our users' pain points and concerns with using our services, as well as our existing issue resolution processes, and constantly work to enhance these metrics to achieve our key results and improve customer satisfaction. We have a shared sense of urgency for making such process improvements, because these improvements leave a company-wide benefit and ensure our users are well tended to and looked out for.
Our team takes a lot of pride in what we do, because we understand that the kind of service we provide to our users plays a big part in their experiences using our platform. Work from home hasn't been the easiest for some of us, so we've been sharing our favorite ways to prioritize a better work-life balance more than ever before. When we aren't talking about work, our team bonds over our shared love for all kinds of tea, as well as the latest entertaining movies and TV shows to watch and unwind.
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