Chief Operating Officer

We are a growing startup in Fleet Telematics industry, based in Jakarta, Bandung, and Surabaya with holding company in Singapore, currently seeking a Chief Operating Officer. The role will be responsible to develop and deploy strategies for scaling the operations facing significant growth over the next three years.

Duties and Responsibilities

  • Ensure all inbound queries raised by customers on fleet products are addressed by a dedicated customer service support center in a timely manner
  • Pro-actively monitor the health status of all fleet products, identify exceptional cases and to initiate and prioritize the repair process when required;
  • Manage all customer retention activities and key customers’ accounts
  • Monitor the daily installation statistics and to be responsible for technicians’ productivity
  • Analyze, identify and report on industry trends, so as to review on the feasibility of new product development
  • Provide fleet products and systems training to internal employees and customers when required
  • Develop and execute plans for a successful company expansion understanding the market conditions driving growth
  • Coordinate and design the reporting needed to diagnose problems and identify trends
  • Instill a culture of learning and development within the team to ensure a high aptitude of customer centric skills
  • Drive product and industry knowledge within the team to ensure we are seen as knowledgeable and consultative, and to be in tune with our competitors and their trends
  • Partner with Sales and Marketing in strategy to continuously enhance and improve inbound marketing process, targeting approach, and conversion results
  • When the need arises on strategic opportunities, take the lead with the team to work the opportunities to closure collaborate with other departments and product teams to develop product feedback for the company. Advocate internally for critical product feature development necessary to win and expand revenues
  • Work effectively within an organization that still retains its start-up passion for growth, collaborating well with team members and the executive team while providing entrepreneurial leadership

Requirements and Qualifications

  • Minimum of 5 years experience in the IT service industry and startup. Experience in a similar industry is an added advantage
  • Proven track record in customer service
  • Proficient in English
  • Excellent communication and interpersonal skills
  • Hands-on and a positive attitude
  • Technically independent with good initiative
  • Strong analytical problem-solving skills with an out-of-box approach in providing solutions
  • Creativity and an entrepreneurial spirit with critical thinking skills and a history of thriving in a rapidly changing environment. A technical background and experience with telematics a plus, but not required
  • A strong understanding of how to navigate a growing organization to assess the team’s structure and process to identify areas of success and strength as well those that need improvement and optimization
  • Exceptional discipline, attention to detail, and motivation, fully capable of leading the team to respond to challenges while going above and beyond as needed

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