Operations Analyst, Data Operations (Trust & Safety)
Singapore
Applications have closed
Gojek
Gojek is Southeast Asia’s leading on-demand platform and a pioneer of the multi-service ecosystem model, providing access to a wide range of services including transportation, food delivery, logistics and more.
About the Role
If you’re looking to be part of a dynamic, highly-analytical team that works to keep the Gojek platform safe, look no further. As an Operations Analyst (Data Operations) for the Trust & Safety team, you’ll take the wheel in designing and building scalable analytics solutions to support regulatory compliance, drive user and vehicle quality, and improve platform reliability that empower the Singapore business. Working closely with the business, risk, product, and government relations teams, you'll dive deep into local market insights to provide direction and analytical solutions that are timely, accurate, and actionable to enhance the safety narrative and contribute to the continuous improvement of data pipelines within the business intelligence domain. Employing your stellar analytical skills and contextual business acumen, your efforts will bolster the continuous improvement of our platform integrity aimed at further amplifying users’ trust perception of Gojek, ensuring a safe platform they can count on and love to come back to.
The Operations team executes and manages the day-to-day requirements of keeping Gojek up and running. We’re responsible for the overall experience of our community, and that everyone gets the utmost “Gojek” experience. In particular, we’re in charge of overseeing our driver-partner growth, retention, and profitability targets, and ensuring that we offer our driver-partners and riders a delightful and meaningful experience. The Trust & Safety team is responsible for maintaining and improving the integrity of our platform by managing critical cases as well as proactively initiating campaigns to improve public trust. We operate on a 24-hour monitoring rhythm for all of our channels and are the first responders for incidents that may have a major business impact. The current pandemic has brought with it a new set of challenges, so our team’s focus for this coming year is to continue to innovate and find creative and effective solutions to protect our community in each and every ride. We’re driven by the belief that every Gojek experience should be a positive one, both for the rider and driver-partner. As a team, we're concerned not only with the growth of the company, but each other's personal growth and well-being, too. With WFH becoming more normalized, you best believe we've been sharing our favorite ways to prioritize a healthy work-life balance at home. Believe it or not (we also can't quite believe it ourselves), but our team now enjoys bonding over-exercising and working out together. Plus, any Zoom party ideas are welcome!
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.
If you’re looking to be part of a dynamic, highly-analytical team that works to keep the Gojek platform safe, look no further. As an Operations Analyst (Data Operations) for the Trust & Safety team, you’ll take the wheel in designing and building scalable analytics solutions to support regulatory compliance, drive user and vehicle quality, and improve platform reliability that empower the Singapore business. Working closely with the business, risk, product, and government relations teams, you'll dive deep into local market insights to provide direction and analytical solutions that are timely, accurate, and actionable to enhance the safety narrative and contribute to the continuous improvement of data pipelines within the business intelligence domain. Employing your stellar analytical skills and contextual business acumen, your efforts will bolster the continuous improvement of our platform integrity aimed at further amplifying users’ trust perception of Gojek, ensuring a safe platform they can count on and love to come back to.
What You Will Do
- Provide regular analysis on operational performance including compliance, escalations, quality, risk, and KPI tracking to guide decision-making and devise proactive solutions
- Collaborate with cross-functional teams to build, automate, and improve on the availability, integrity, accuracy, and reliability of reporting, data logging, and data pipelines to be secure and compliant
- Liaise with internal and external stakeholders for regulatory and compliance reports whenever needed, including issue investigation and report verification
- Create and maintain performance management dashboards, visualizations, and trackers for Operations
- Develop data-driven business insights and work with cross-functional teams to identify opportunities and implement new product features or system enhancements related to Trust & Safety
- Identify operational weaknesses and opportunities to help improve or innovate new processes and projects to drive user and vehicle quality, customer experience, and compliance to regulatory requirements
- Support the analysis and presentation of complex data sets in a clear, concise, and engaging manner to senior management to aid with business decisions, such as policies and schemes
What You Will Need
- At least 3 years of experience in analytics and operations/compliance-related role
- A wizard at working on and analyzing large datasets, with the ability to translate quantitative findings into action plans
- Strong stakeholder and project management capabilities, with great attention to detail
- Resilience and ability to take initiative in our constantly-changing fast-paced environment
- Strong knowledge of SQL, Python, Google Suite, and MS Excel (advanced) is required
- Experience in R, and BI tools such as Tableau, Metabase, or Data Studio is a plus
- Prior experience in the ride-sharing, transport, or fleet management industry is a plus
The Operations team executes and manages the day-to-day requirements of keeping Gojek up and running. We’re responsible for the overall experience of our community, and that everyone gets the utmost “Gojek” experience. In particular, we’re in charge of overseeing our driver-partner growth, retention, and profitability targets, and ensuring that we offer our driver-partners and riders a delightful and meaningful experience. The Trust & Safety team is responsible for maintaining and improving the integrity of our platform by managing critical cases as well as proactively initiating campaigns to improve public trust. We operate on a 24-hour monitoring rhythm for all of our channels and are the first responders for incidents that may have a major business impact. The current pandemic has brought with it a new set of challenges, so our team’s focus for this coming year is to continue to innovate and find creative and effective solutions to protect our community in each and every ride. We’re driven by the belief that every Gojek experience should be a positive one, both for the rider and driver-partner. As a team, we're concerned not only with the growth of the company, but each other's personal growth and well-being, too. With WFH becoming more normalized, you best believe we've been sharing our favorite ways to prioritize a healthy work-life balance at home. Believe it or not (we also can't quite believe it ourselves), but our team now enjoys bonding over-exercising and working out together. Plus, any Zoom party ideas are welcome!
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.
Tags: Business Intelligence Data pipelines Data Studio Excel Metabase Pipelines Python R SQL Tableau
Perks/benefits: Career development Startup environment
Region:
Asia/Pacific
Country:
Singapore
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