Program Manager - Customer Experience

Join Canva as a Program Manager focused on enhancing customer experience! In this pivotal role, you will lead initiatives that elevate our user interactions, ensuring they are seamless and rewarding. You will collaborate with cross-functional teams to identify areas for improvement, implement innovative solutions, and track progress. Your leadership will be …

Join Grab as a Lead Product Marketing Manager for Customer Experience, where you will play a crucial role in shaping the future of our customer interaction strategies. This position involves leading innovative marketing initiatives, collaborating with cross-functional teams, and driving customer engagement through effective product positioning and messaging. If you are passionate about enhancing customer journeys and have a strong background in product marketing, we invite you to be a part of our dynamic team!

About Amartha Amartha empowers micro-businesses across Indonesia, supporting growth and equitable prosperity. More than 2.7 million entrepreneurs, mainly women, have received IDR 22.8 trillion in funding through Amartha. The company is building a technology-driven financial ecosystem, with a focus on innovation and digital solutions to improve accessibility and streamline lending, funding, and payments as it moves toward 2026. Role Overview The Customer Experience Analyst will help monitor and improve the quality of customer service operations at Amartha’s South Jakarta office. This role involves supervising ticket handling, managing escalations, and ensuring service performance meets established KPIs and SLAs. The analyst will also conduct performance reviews, provide coaching and feedback to team members, and look for ways to enhance operational processes. Working closely with other teams, the analyst will help resolve complex cases and maintain high standards of customer experience, especially in sensitive or high-risk situations. What You Will Do Monitor the operational floor to maintain a productive environment Ensure escalations are addressed promptly Oversee effective management of all customer service tickets Conduct coaching, feedback, and counseling sessions with team members Maintain quality standards for customer service agents Analyze and assess team performance Monitor operations to ensure KPIs are met according to SLA agreements Manage KPI metrics such as CSAT, AHT, and FCR to meet SLA requirements Implement improvements to achieve and sustain KPIs Qualifications At least 1 year of relevant experience Bachelor’s Degree (S1) in Communication or a related field Experience collaborating on project delivery, monitoring team service quality and efficiency, and driving KPI achievement Strong sensitivity to customer complaints, with the ability to anticipate and manage unexpected situations Skilled in organizing performance coaching and supporting team development while managing turnover Ability to manage internship operations and administration Strong analytical and problem-solving skills, especially in complex or high-risk case management Excellent communication and negotiation skills for handling escalations with stakeholders Customer service-oriented, with data processing skills and attention to detail Able to analyze operations and suggest improvements Flexible and adaptable in changing environments Experience managing complaints, particularly in regulatory or financial sectors Solid understanding of compliance, risk awareness, and operational processes in line with regulations Location South Jakarta, South Jakarta City, Indonesia

Join Amar Bank as a Customer Experience Retail Specialist and play a pivotal role in enhancing the customer journey across our retail operations. You will be responsible for analyzing customer feedback, implementing service improvement initiatives, and ensuring a seamless experience that aligns with our brand values.

Join Amar Bank as a Customer Experience Specialist in our Retail division, located in Makassar. You will play a pivotal role in enhancing customer satisfaction and loyalty through exceptional service delivery. Your responsibilities will include understanding customer needs, addressing inquiries, and providing support to ensure a seamless banking experience.We are looking for individuals who are passionate about customer service and eager to contribute to our mission of transforming banking in Indonesia. If you thrive in a dynamic environment and possess strong communication skills, we encourage you to apply!

Role overview The Technical Program Manager at Ajaib plays a key role in guiding the planning, execution, and delivery of technology programs. Based in Jakarta, this position works closely with software engineers, product managers, and designers to keep projects organized, within scope, and aligned with quality standards that support Ajaib’s mission. What you will do Oversee technology program lifecycles, starting from initial planning through to final delivery Coordinate with cross-functional teams to align project goals and timelines Track progress to ensure projects finish on time and meet requirements Promote quality and consistency across all deliverables The team The Technology team at Ajaib brings together people with varied strengths, all focused on impact and craftsmanship. The group values building products that improve user experience and contribute positively to society.

Role overview Grab Holdings Inc. seeks an Engineering Manager for Mobile Merchant Experience based in Jakarta. This position guides a team dedicated to enhancing the way merchants use Grab’s platform on mobile devices. The work centers on building and refining features that help merchants get more value from the app. What you will do Lead a team developing mobile solutions for merchants on the Grab platform Oversee the design and rollout of new mobile features that improve merchant satisfaction Support business growth by focusing on merchant needs and feedback Location This role is based in Jakarta.

Join Grab as an Engineering Manager for our Backend Consumer Experience team. In this pivotal role, you will lead a talented group of engineers to enhance our consumer-facing backend systems. Your leadership will drive innovation, ensuring our services are scalable, reliable, and deliver exceptional user experiences. You will collaborate closely with cross-functional teams to align technical solutions with business objectives, pushing the boundaries of what’s possible in our consumer technology.

Key Responsibilities:1. Sales & Customer ExperienceLead the daily and monthly sales initiatives for trade-in and pre-owned mobile sales.Provide exceptional customer service through professional guidance and assistance.Inform customers about trade-in alternatives and the condition of devices.2. Team Leadership & Daily ManagementOversee and mentor store team members in their daily operations.Manage scheduling, attendance, and motivate the team to meet sales objectives.Ensure that all team members embody the company values and adhere to the sales procedures.3. Store Operations & Visual StandardsEnsure the store maintains high cleanliness standards, well-organized phone displays, and effective merchandise layout.Adhere to operational SOPs, including POS systems, trade-in processes, and device testing protocols.Address and resolve any in-store operational challenges.4. Inventory ManagementKeep track of stock levels, request restocks as necessary, and conduct quality checks on devices.Coordinate with the Area Supervisor and central team on inventory management.5. Reporting & CoordinationPrepare and submit daily reports on sales and trade-ins.Relay customer feedback and store challenges to the Area Supervisor.Engage in weekly team calls or meetings.6. Local Campaign ExecutionAssist with national campaigns by implementing store-level promotions and showcasing products.Identify local strategies to enhance store visibility and increase foot traffic.

We are seeking a passionate and results-driven B2B Customer Success Lead - Assistant Manager to join our dynamic team at Grab. In this role, you will be responsible for ensuring our business clients achieve their desired outcomes while maximizing the value they receive from our services. You will work closely with various stakeholders to enhance customer engagement, drive retention, and foster long-term partnerships.

Join Amar Bank as a Customer Service Complaint Management Specialist and play a crucial role in enhancing customer satisfaction. You will be responsible for effectively managing customer complaints, ensuring timely resolutions, and maintaining a high standard of service. Your role will involve collaborating closely with various departments to analyze feedback and implement improvements. We are looking for a proactive individual who is passionate about delivering exceptional customer support.

Join Grab as a Lead Mobile Software Engineer (Flutter) focusing on enhancing the Merchant Experience. In this pivotal role, you will lead the development and implementation of innovative mobile solutions that empower merchants to thrive in a rapidly evolving digital landscape. Your expertise in Flutter will be crucial in creating seamless and intuitive applications that enhance user experience and drive business growth.

Join Grab as a Senior Backend Software Engineer, where you will play a vital role in enhancing our consumer experience through innovative backend solutions. Collaborate with cross-functional teams to design, develop, and maintain robust backend systems that support millions of users across Southeast Asia.Your expertise will help drive technical decisions, optimize system performance, and ensure the scalability of our services. We are looking for passionate engineers who thrive in a fast-paced environment and are eager to make a significant impact.

As an Enterprise Customer Success Manager at Datadog, you will take on an essential role in fostering strong, proactive relationships with our largest strategic customers. Your mission is to advocate for the customer within our organization while ensuring an exceptional customer experience. You'll engage in relationship management and identify growth opportunities that align with the needs of our clients. Utilizing a defined methodology, you will uncover unique customer requirements and effectively communicate the value of Datadog’s offerings. At Datadog, we cherish our vibrant office culture, which emphasizes collaboration and creativity. Our hybrid work environment allows Datadogs to achieve a work-life balance that suits their individual needs.

Join Cermaticom as a Customer Support Team Leader and take the helm of our dedicated customer service team. In this pivotal role, you will oversee daily operations, ensuring exceptional customer experiences while driving team performance and engagement. Your leadership will foster a culture of excellence and continuous improvement.

About PayJoyAt PayJoy, we are committed to transforming lives by providing accessible credit solutions for under-served communities in emerging markets. Our innovative secured credit technology enables new customers to seamlessly enter the credit ecosystem. With PayJoy’s point-of-sale financing and card options, customers can elevate their quality of life and embrace opportunities as micro-entrepreneurs. Our advanced machine learning, data science, and anti-fraud AI have successfully served over 18 million customers, ensuring profitability and sustainable growth as we continue to pave the way for financial stability.Position OverviewAs a Customer Support Supervisor, you will play a pivotal role in enhancing customer satisfaction by leading a team dedicated to resolving inquiries and issues promptly. Your responsibilities will include analyzing customer feedback and operational metrics to pinpoint opportunities for improving service quality and operational efficiency, ensuring a remarkable experience for our customers.

Join Sampoerna University as a Student Recruitment Officer and play a pivotal role in connecting prospective students with our prestigious MBA program. As a freelance education consultant, you will be responsible for developing and executing recruitment strategies that attract outstanding candidates. Your expertise will guide students through the application process, helping them realize their academic and career aspirations.

About UsLove, Bonito is the premier womenswear brand in Southeast Asia, dedicated to empowering women to feel confident through their style choices. Since our inception in 2010 in Singapore, we have transformed from a modest online startup into a dynamic multi-channel retailer with over 20 stores across Asia and a robust online presence.As we look to the future, we aim to expand into new categories, markets, wholesale partnerships, and brand acquisitions over the next decade. We are evolving into a next-generation regional consumer group that harmonizes passion with performance and creativity with technology.Our team comprises builders, dreamers, and doers who understand that culture is not just a phrase on a wall — it’s reflected in our everyday actions. We thrive in a fast-paced environment, embrace curiosity, and are willing to take bold risks on ideas and individuals we believe in. Here, you will be part of a community that pushes you to grow, entrusts you with leadership opportunities, and celebrates your individuality. Together, we are shaping the future of Asian brands for the global market.Why Join Us?At Love, Bonito, your role transcends mere job duties — you will be part of a movement. We are establishing a lean, audacious, and heartfelt organization where everyone can make a meaningful impact. Here’s what you can expect:Purpose-Driven Performance: We are building a world-class Asian brand that competes on a global scale. We hold ourselves to high standards and operate with integrity, determination, and excellence. Join us if you are committed to exceptional customer service and passionate about creating tangible impacts!Real Growth: Our dynamic and fast-paced environment demands quick learning and adaptability. You will be encouraged to step outside your comfort zone and collaborate with colleagues who will both challenge and support you. If you seek a comfortable, rigid structure, this may not be the place for you. However, if you’re excited to innovate, shape, and create impact, we want you on our team!Core Values of Culture: If you appreciate a workplace free from corporate jargon, you will thrive here. We lead with empathy, honor individuality, and believe that outstanding work arises from trust rather than titles. Our focus is on teamwork and effective collaboration - because together, we achieve greater heights. If this resonates with your values, we invite you to join #TeamLB!Join us as we redefine what it means to establish a lasting global consumer group.About the RoleYour primary responsibility will be to drive customer growth across digital and retail channels for Singapore and international markets, including the Philippines, Indonesia, Malaysia, and Hong Kong. You will oversee Omni-Channel Communication strategies (Email, In-App Messaging, Push Notifications, WhatsApp, Telegram, SMS) and are expected to think strategically about the customer lifecycle.

Our ClientOur client is a leading global online trading and Forex investment group with over 20 years of experience in empowering the next generation of traders and investors in rapidly growing markets. As pioneers in the evolution of online Forex trading, they have established a robust global footprint by providing dependable, regulated access to financial markets for millions of clients worldwide.Currently, the group serves more than 2 million clients across over 150 countries, operating from regulated centers in Europe, Asia, and Africa. Their innovative platform and solutions are tailored to make Forex and broader financial market investing more accessible, equipping individuals with the tools, guidance, and flexibility to trade and invest confidently, at their own pace and on their own terms.Driven by a clear mission and a commitment to the Freedom to Succeed, our client believes that risk-driven investing, when bolstered by the right technology and education, can unveil superior financial opportunities. Internally, they nurture a dynamic and diverse culture, providing their employees with early responsibility, ongoing learning, and the chance to advance their careers within a swiftly expanding global organization.The RoleAs a Customer Relations Officer reporting to the Team Lead/Senior, you will focus on onboarding new clients and enhancing the growth of these accounts through a value-based relationship strategy. You will collaborate with a culturally diverse team of professionals who support each other in achieving impactful results.Your Responsibilities:Achieve and surpass personal and team KPI targets.Activate, retain, and expand your customer portfolio by providing tailored support via voice and social media, addressing their needs effectively.Build and maintain professional, trusting relationships with your active clients, keeping them informed about our developments to ensure the highest service level.Conduct research to identify prospective clients and gather insights regarding customer potential.Prepare and facilitate efficient sales activities using available tools, reports, actions, and business insights.Listen to customers attentively and propose optimal solutions to their needs and concerns.Collaborate with relevant departments to address issues and complaints promptly.Provide feedback to relevant departments regarding customer needs, expectations, and frustrations.Continuously enhance your understanding of financial markets and the company's offerings.Update individual/team daily, weekly, and monthly reports for management as required.Exhibit behaviors aligned with our core values.

As a Customer Care Specialist at indico in Jakarta, the focus is on supporting customers through every interaction. This position centers on helping customers with questions, addressing concerns, and ensuring each experience is handled with care. Role overview This role involves direct communication with customers, aiming to resolve their issues efficiently and accurately. Every conversation is an opportunity to build trust and demonstrate indico’s dedication to service quality. What you will do Respond to customer inquiries with clear and helpful information Resolve problems and follow up to ensure satisfaction Represent indico’s values and commitment to excellent service in every interaction Location This position is based in Jakarta, Indonesia.