About the Role
As our Product Manager for CareTech, you'll get to help solve consumer problems, define product visions, and build products to scale. Working alongside other Product Managers, engineers, Care operators, BI Analysts, Data Scientists, Researchers, and UX designers, your main priority will be to ensure Gojek delivers efficient and delightful Customer Service experiences to our users (customers, driver-partners, and merchant-partners) across all geographies. You'll take the wheel in overseeing key Care interfaces within the Gojek SuperApp that users use to avail self-help and reach our Customer Care, which include the HelpCenter, Customer Ratings, Ticketing Archive, and Care Content.
What You Will Do
Contribute crucially to product strategy and OKRs, effectively prioritizing these based on company goals
Own and drive product and feature roadmap to fruition, and become an internal champion of your product line
Engage cross-functionally, partnering with engineering, design, data, and other teams to ship major features and product improvements
Clearly communicate product plan, customer feedback, and roadblocks to team members, cross-functional peers, and stakeholders
Be a customer advocate, articulating their needs and delivering user-friendly solutions that solve their challenges
Define, track, and report success metrics for the product, business, and customers within your product line
Reiterate on product plans, and make informed decisions using data and user feedback; lead effective cadences and incorporate feedback into your product plan
Be proactively involved in the interview process and mentor new product managers
What You Will Need
A Bachelor’s or Master's Degree, preferably in engineering or management, or equivalent experience
At least 3 years of experience as a product manager, ideally working on consumer-facing, large-scale products
A self-supporting, proactive, and eager-to-learn attitude; ability to take high ownership of assigned tasks
An entrepreneurial, customer-obsessed mindset and comfortable working in a complex and fast-paced environment
Analytical and data-driven; ability to rely on data to recognize what’s happening and define & measure success on every project
Ability to clearly articulate your thoughts to stakeholders of various levels
About the Team
Our Ticketing Platform is a key function for our customer care vision of providing a consistent, fast, and reliable problem resolution for our customers in need. Our Ticketing Platform team, part of the larger CareTech group, is a family of engineers of various specialties based in Bangalore, India. We’re in charge of creating the most user-friendly ticket resolution experience for our customers in need, integrating our product offerings into this function, and ensuring everything we do aligns with our wider customer support experience at Gojek. Ultimately, our goal is to ensure all of our users have their questions and concerns met as effectively and efficiently as possible. Success on this stream leads to significant reduction in agent-touched tickets, reduction in average ticket handling time, and increased consumer, driver partner, and merchant partner satisfaction scores.
Currently, one of the biggest challenges our team is tackling is finding a balance between investing in next generation automation frameworks - which will bring our business closer to our users - with our current building automation technology that focuses predominantly on ticket resolution. We're also working on laying out the most appropriate aggregated metrics for various product groups, so that everyone is able to better understand their customers' concerns and feedback.
Off hours, you’d probably find us playing foosball or eating at Saravana Bhavan. Working from home has been a strange time for a lot of us, so our team has been taking time on our calls to trade advice on the best ways to keep sane with this new work set up. We’re made up of tech and sports enthusiasts, food lovers, and movie fanatics. Once COVID subsides, we’re excited to resume hanging out in restaurants again.
About Us
Gojek is a Super App. It’s one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and dozen other products. It is Indonesia’s first and only decacorn. It's also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'
Our Mission:To create and scale positive socio-economic impact for our customers, driver-partners, business and MSMEs.
As of 2018, Gojek processed more than $9 billion annualised gross transaction value across all markets where it operates - in Singapore, Thailand, Vietnam and Indonesia. We have the largest food delivery product in Asia, (outside of China), and the largest payments wallet in Southeast Asia.
Our investors include Google, Facebook, PayPal, Sequoia Capital, Tencent Holdings among others.
Gojek is committed to building a diverse and inclusive workplace and is an equal opportunity employer. We do not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, disability, age, education status, or any other legally protected status.
