Operations Analyst, Data Operations (Trust & Safety)

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. This role is central in ensuring strict compliance to the regulatory requirements of our operations. 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 and reports 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
• Prepare regulatory compliance reports to ensure adherence to relevant data protection, Insurance, earnings and safety regulations
• Implement and maintain a good data management system to ensure the integrity, confidentiality, and availability of trust and safety-related data.

What You Will Need

• At least 2 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 plan, demonstrated through understanding of  statistical methods and modeling techniques.
• 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 BI tools such as Tableau, Metabase, or Data Studio is a plus
• Prior experience in the tech industry is a plus.

About The Team
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, regulatory compliance 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 team is unwavering in its commitment to ensuring strict compliance with the dynamic regulations that govern the ride-hailing industry. Through ongoing vigilance and proactive measures, we contribute to fostering a secure and trustworthy platform for our users and stakeholders.If you are passionate about maintaining platform integrity, responding to critical incidents, and ensuring regulatory compliance in a dynamic environment, we welcome your application to join our dedicated Trust & Safety team.
About GoTo GroupGoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.
About Gojek Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.
About GoTo FinancialGoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.
GoTo and its business units, including Gojek, GoToFinancial and GoToLogistics (“GoTo”) only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo’s official recruitment channels.