Incident Management Group Lead
inDrive
Posted on Jun 8, 2026
- Team Leadership and Management.
- Operational Excellence.
- Cross-Functional Team Management.
- Process Improvement and Innovation.
- Department
- Global Customer Support
- Employment Type
- Full Time
- Location
- Indonesia
- Workplace type
- Fully remote
Key Responsibilities
Team Leadership and Management:
• Lead, mentor, and develop a team of 20 - 30 professionals, fostering a high-performance culture and supporting individual career growth.
• Set clear performance expectations, deliver regular constructive feedback, and conduct performance appraisals in alignment with organizational goals.
• Manage team capacity, staffing, and resource allocation to ensure operational demands are met effectively.
• Cultivate a collaborative and inclusive environment that promotes knowledge sharing, continuous learning, and team cohesion.
Operational Excellence:
• Implement and refine operational policies and procedures to meet and exceed service level agreements (SLAs) and key performance indicators (KPIs).
• Monitor, analyze, and report on operational metrics and trends, identifying areas for improvement and executing action plans to boost efficiency and quality.
• Conduct regular performance reviews and audits to ensure adherence to standards and drive consistent performance uplift.
• Proactively address workflow challenges, resolve escalations, and ensure timely and effective problem resolution.
Cross-Functional Team Management:
• Collaborate closely with other departments such as HR, Training, Quality Assurance, IT, and Workforce Management to align operational activities and achieve shared goals.
• Act as a liaison between frontline teams and support functions, ensuring clear communication, coordinated efforts, and streamlined workflows.
• Facilitate cross-functional projects and initiatives to enhance end-to-end process efficiency and service delivery.
• Represent team interests in cross-departmental meetings and contribute to organizational planning and strategy.
Process Improvement and Innovation:
• Identify, evaluate, and implement process improvements, automation, and best practices to increase productivity and quality while reducing costs.
• Encourage a culture of innovation by empowering team members to propose and pilot new ideas, tools, and methods.
• Stay current with industry trends, emerging technologies, and best practices to drive operational innovation and maintain a competitive edge.
• Lead or contribute to change management initiatives to ensure smooth adoption of new processes and technologies.
• Lead, mentor, and develop a team of 20 - 30 professionals, fostering a high-performance culture and supporting individual career growth.
• Set clear performance expectations, deliver regular constructive feedback, and conduct performance appraisals in alignment with organizational goals.
• Manage team capacity, staffing, and resource allocation to ensure operational demands are met effectively.
• Cultivate a collaborative and inclusive environment that promotes knowledge sharing, continuous learning, and team cohesion.
Operational Excellence:
• Implement and refine operational policies and procedures to meet and exceed service level agreements (SLAs) and key performance indicators (KPIs).
• Monitor, analyze, and report on operational metrics and trends, identifying areas for improvement and executing action plans to boost efficiency and quality.
• Conduct regular performance reviews and audits to ensure adherence to standards and drive consistent performance uplift.
• Proactively address workflow challenges, resolve escalations, and ensure timely and effective problem resolution.
Cross-Functional Team Management:
• Collaborate closely with other departments such as HR, Training, Quality Assurance, IT, and Workforce Management to align operational activities and achieve shared goals.
• Act as a liaison between frontline teams and support functions, ensuring clear communication, coordinated efforts, and streamlined workflows.
• Facilitate cross-functional projects and initiatives to enhance end-to-end process efficiency and service delivery.
• Represent team interests in cross-departmental meetings and contribute to organizational planning and strategy.
Process Improvement and Innovation:
• Identify, evaluate, and implement process improvements, automation, and best practices to increase productivity and quality while reducing costs.
• Encourage a culture of innovation by empowering team members to propose and pilot new ideas, tools, and methods.
• Stay current with industry trends, emerging technologies, and best practices to drive operational innovation and maintain a competitive edge.
• Lead or contribute to change management initiatives to ensure smooth adoption of new processes and technologies.
Skills, Knowledge & Expertise
● Experience: 4+ years in Operations Management or similar leadership roles, preferably in Customer Service, Ride-hailing industry.
● Availability: Must be open to rotational shifts
● Language : English Language Proficiency.
● Skills:
● Availability: Must be open to rotational shifts
● Language : English Language Proficiency.
● Skills:
- Strong leadership and people management abilities.
- Excellent analytical and problem-solving skills.
- Proven experience in cross-functional collaboration and project management.
- Ability to drive process improvements and operational efficiencies.
- Effective communication and interpersonal skills.
- Proficiency in performance monitoring tools and MS Office/Google Workspace.
Why join us
- Help us challenge injustice by creating fair choices for millions of people across 1100+ cities in 48 countries.
- Develop your professional skills with access to mentoring, career consulting, and learning programs.
- Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program.
- Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects.
- Work alongside people who take initiative, speak openly, and challenge themselves to grow.
- Improve your language skills through co-financed courses and internal speaking clubs.
Final benefits may vary depending on the location.
About inDrive
inDrive is a global tech company on a mission to challenge injustice. We started in 2012 in the coldest city on Earth, when a group of friends created a way for people to agree on fair ride prices. That idea grew into one of the world’s top ride-hailing apps, now with 360M installs across 48 countries.
Today, we offer more than rides: from freight and delivery to intercity travel and financial services, all designed to put people first. Our goal is to positively impact 1 billion lives by 2030. Through inVision, our non-profit arm, we support education, entrepreneurship, and equality in underserved communities.
Ready to ignite your inner drive?
Our Hiring Process
Stage 1:
Applied
Stage 2:
Talent Acquisition Interview
Stage 3:
Hiring Manager Interview
Stage 4:
Offer
Not quite right? Register your interest to be notified of any roles that come along that meet your criteria.
