inDrive

17 hours ago

Incident Management Group Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Reposted: first listed 17 hours ago

Job Summary

Lead and mentor a team of 20–30 professionals focused on incident management and frontline support. Own operational excellence by implementing processes that meet SLAs and KPIs, monitoring performance metrics, and driving continuous performance improvements through reviews and audits. Partner cross-functionally with HR, Training, QA, IT, and Workforce Management to streamline workflows, resolve escalations, and support end-to-end service delivery while championing process innovation and change management.

Location: Indonesia

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Lead, mentor, and develop a team of 20–30 professionals, setting expectations, delivering feedback, and conducting performance appraisals.
•Implement and refine operational policies and procedures to meet SLAs and KPIs, monitoring and reporting on operational metrics and trends.
•Conduct regular performance reviews and audits to ensure adherence to standards and drive consistent performance improvement.
•Address workflow challenges, resolve escalations, and ensure timely and effective problem resolution.
•Collaborate cross-functionally with HR, Training, QA, IT, and Workforce Management to align activities, streamline workflows, and drive process improvements and innovation.

Pay and Benefits

Perks:Remote Work

Key Requirements

•4+ years in operations management or similar leadership roles, preferably in customer service and ride-hailing.
•Must be open to rotational shifts.
•English language proficiency.
•Strong leadership and people management abilities.
•Experience with cross-functional collaboration and project management, plus proficiency with performance monitoring tools and MS Office/Google Workspace.

Experience:4+ yearsCustomer serviceRide-hailing

Skills:LeadershipPeople managementAnalyticalProblem-solvingCross-functional collaboration

Languages:English

Tech Stack:MS OfficeGoogle Workspace

Company Brief

inDrive

A ride-hailing and mobility platform that lets passengers and drivers negotiate fares directly in real time. It also offers intercity travel, courier, and delivery services in multiple countries.

Industry: Mobility Platforms

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Mountain View, United States

Founded: 2013

Website LinkedIn

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inDrive

17 hours ago

Incident Management Group Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Reposted: first listed 17 hours ago

Job Summary

Location: Indonesia

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Lead, mentor, and develop a team of 20–30 professionals, setting expectations, delivering feedback, and conducting performance appraisals.
•Implement and refine operational policies and procedures to meet SLAs and KPIs, monitoring and reporting on operational metrics and trends.
•Conduct regular performance reviews and audits to ensure adherence to standards and drive consistent performance improvement.
•Address workflow challenges, resolve escalations, and ensure timely and effective problem resolution.
•Collaborate cross-functionally with HR, Training, QA, IT, and Workforce Management to align activities, streamline workflows, and drive process improvements and innovation.

Pay and Benefits

Perks:Remote Work

Key Requirements

•4+ years in operations management or similar leadership roles, preferably in customer service and ride-hailing.
•Must be open to rotational shifts.
•English language proficiency.
•Strong leadership and people management abilities.
•Experience with cross-functional collaboration and project management, plus proficiency with performance monitoring tools and MS Office/Google Workspace.

Experience:4+ yearsCustomer serviceRide-hailing

Skills:LeadershipPeople managementAnalyticalProblem-solvingCross-functional collaboration

Languages:English

Tech Stack:MS OfficeGoogle Workspace

Company Brief

inDrive

A ride-hailing and mobility platform that lets passengers and drivers negotiate fares directly in real time. It also offers intercity travel, courier, and delivery services in multiple countries.

Industry: Mobility Platforms

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Mountain View, United States

Founded: 2013

Website LinkedIn