Head of Service Quality Management (Operational)  

• To plan, work with internal (CX team) & external stakeholder and manage the framework and roadmap of operational teams service quality standard, system & infrastructures to cope with customer and business needs in 3-5 years ahead.
• Accordingly work with internal and external team to make it happen and make it better.
• To Set up relevant metrics (more customer centric, strong quality monitoring processes, customer-driven quality assurance) for all the operational team and ensure the regular implementation of quality and healthy check processes
• To enable the close-loop feedback mechanism to flow from all the insights obtained from quality assurance checking (both random and cluster-based) and becoming an actual improvement projects run by the ops and cx team.
• To provide feedback to ops team (the runners & the racers) regarding the performance management & quality assurance achievements (based on standard set by CX design team) covering the process and individual, both for partners and internal organization.
• Provide all enablers to drive our team and partners towards the best
• Quality of Experience (QoE) i.e. training and development programs, technology & tools supports, forecast on manpower plan (workforce management), all administrative & legal related documentations and approvals.
• To conduct the training need analysis (TNA), and accordingly plan develop with related training & learning unit experts in HR/Department/Division or external training experts to continuously improve the skill-level as required to deliver experience level as per designed by CX team.
• To ensure all enablers, stuffs, support, and all things needed by the runners (ops) are readily available every time
• To manage the group budget with an effective program implementation.

Qualification:

• Minimum S-1 University Degree for any major discipline, preferably Statistics, Mathematics, Industrial Engineering or Communication.
• Extensive knowledge and understanding of all aspects of E-Commerce Operation, Customer Experience Strategy, Design, and Policy
• Extensive knowledge Process improvement, preferably Lean Six Sigma Certified
• Ability to build relationships with related group & division at all levels (e.g. management, team leaders, advisors)
• Good judgment and ability to work independently including self-motivation
• Leadership skills with the ability to motivate staff.
• Ability to work as part of a team
• Positive and flexible attitude to work particularly new initiatives
• Through understanding of the customer life cycle on Marketplace or e-Commerce industry
• Ability to produce statistical reports and presentation for a wide ranging and specific audience

Experience:

• Minimum 8-9 years experiences in Customer Operations and Customer Engagement function, Management Consulting, Customer Insight, Digital Experience Strategy, CRM & Digital infrastructures, Complaint Management & Recovery, preferably in the e-Commerce/marketplace, Digital industry, Start-up, Telco, and Banking industry.
• Strong Statistics, Customer Data Analytics, E-Commerce Operations.
• Has a good knowledge on customer operations, customer advocacy management, total quality management & quality assurance with good Analytical Thinking,
• Negotiation & Time Management, and Planning & Organizing.
• Has the ability to provide convenience, friendly environment to the customers and excellent communications skills, proficiency in both Bahasa Indonesia and English.
• Related Digital CRM, Digital & Social Media technology skill, with strong e-Commerce platform understanding.