Job Description
Gojek is seeking a Zone Business Operations Manager in Makassar to lead the zone's strategy, insights, and execution. You will own the performance of the Makassar zone and partner with cross-functional teams to drive growth, improve efficiency, and deliver an exceptional experience for customers, driver-partners, and merchants. This role sits at the core of our city operations, bridging corporate strategy with ground-level execution to turn data into action and value for both users and partners.
As a senior operator, you will translate market data into action plans, design scalable processes, and manage a zone-wide operating plan that aligns with regional goals. You will collaborate with Marketing, Growth, Logistics, Product, and Finance to optimize demand, supply, and service levels, ensuring the zone achieves revenue and profitability targets while maintaining the highest standards of safety, compliance, and data privacy. Your leadership will shape the team culture, develop talent, and foster partnerships with local authorities and community partners.
Your responsibilities include building robust performance dashboards, owning budget management, and driving continuous process improvements that scale with Makassar's growth. You will establish strong relationships with merchants, driver-partners, and service providers, communicate clearly with executive leadership, and cascade vision into actionable plans for field teams. If you are analytical, collaborative, resilient, and passionate about delivering reliable, delightful experiences at scale, this is the role for you.
Responsibilities
- Lead end-to-end Makassar zone operations, driving performance metrics and operational excellence.
- Collaborate with Marketing, Growth, Logistics, Product, and Finance to optimize revenue, costs, and customer experience.
- Define, monitor, and improve KPIs such as order fulfillment, on-time delivery, NPS, and cost per ride.
- Develop and manage the zone operating plan, budget, resources, and vendor relationships.
- Build and coach a high-performing operations team; set goals, provide feedback, and drive professional development.
- Standardize SOPs and implement scalable processes to support rapid growth in the Makassar zone.
- Ensure compliance with local regulations, safety standards, and data privacy; manage risk and audits.
- Foster strategic partnerships with local merchants, driver-partners, and government stakeholders to drive activation and growth.
Qualifications
- Bachelor's degree in business, operations, logistics, economics, or a related field.
- 5+ years of experience in operations or business operations, preferably in tech, marketplace, or ride-hailing environments.
- Proven track record leading cross-functional teams and delivering measurable results.
- Strong analytical skills with proficiency in Excel and at least one data tool (SQL, Tableau, Power BI).
- Excellent communication and stakeholder management in Indonesian and English.
- Experience with budgeting, cost control, and vendor management.
- Ability to adapt in a fast-paced, ambiguous environment and manage multiple priorities.
- Knowledge of Makassar market and local business landscape; fluency in Indonesian; local language skills a plus.