TikTok Shop by Tokopedia - SMB Mass Incubation Manager - Indonesia

Responsibilities

Drive scalable, cost-efficient acquisition and activation of high-quality sellers by identifying growth opportunities, designing onboarding strategies, and partnering with product, operations, and commercial teams to improve seller self-serve experiences. The role is accountable for converting newly acquired sellers into GMV-generating contributors through data-driven interventions, process optimization, and product feature enhancements.

- Define and execute the Targeted incubation strategy across Fashion, FMCG, Lifestyle 1, Lifestyle 2 and Auto-EL clusters on TTS and Toko: quarterly DAGMV target-setting, cluster-level breakdown, and basic-seller unlock roadmap.
- Own Basic Seller performance across TTS ROI2 / GMV Max, Mega Campaign participation, Basic Product Adoption, Content Basic and ShopTab Basic; design force-registration, opt-in affiliate and Robocall interventions.
- Manage BPO Operations for the entire Targeted book: management ratio, seller-movement governance (keep sellers with same AM), IH POC continuity, agent hiring & ramp, and monthly capacity plans.
- Drive Responsiveness KPIs: seller response rate, first-response-time < 30 min, 2-way weekly communication frequency, WhatsApp / phone bind rates and OCIC data quality.
- Own Agent Effectiveness & NPS: partner with QAT on scenario-based SOPs, dynamic issue-escalation playbook, centralised policy channel, and category-specific training for GNE, Ads and Campaign topics.
- Own the Robocall / AI-host outreach program: use-case selection (unresponsive sellers, product-supply push, campaign registration), script iteration, consent flow and connected-rate tracking; partner with the Robocall product owner on setup and QA.
- Own the Seller Mission operating model: mission portfolio design (opt-in affiliate, deal hunting, campaign participation, GMV growth missions), targeting, injection cadence and impact measurement.
- Drive platform fundamentals - available products, Product Show PV, Product Click PV - through supply push with responsive sellers and Robocall for the rest of the pool.
- Design cluster-and-AOV-based platform vouchers with Growth / Category / Campaign teams to lift basket size and efficient GMV growth.
- Run the Q1/Q2 review cadence (highlight, lowlight, next-quarter plan) and cross-functional working groups with Ads, Campaign, Growth, Mission and Product PMs; convert seller-visit and NPS insights into concrete platform / policy asks.
- Report monthly on cluster DAGMV, basic-seller adoption, responsiveness, agent NPS, Robocall connected-rate and mission adoption to ID SMB leadership.

Qualifications

Minimum Qualification(s)
- 5+ years of experience in e-Commerce operations, seller / account management, category management, growth or product-operations roles at a marketplace, platform or high-growth internet business; at least 2 years leading a book of managed sellers on a marketplace.
- Proven ability to manage a scalable process - designing ratios, playbooks, monitoring dashboards, and tech-enabled operations (mission platforms, self-serve growth loops, AI-outreach / robocall) - to hit GMV, adoption and NPS targets simultaneously.
- Hands-on experience managing a BPO / vendor workforce: SLA design, ramp plans, quality QA, incentive schemes and multi-vendor comparison.
- Analytical and structured problem-solver, comfortable pulling cohort / cluster / channel / campaign views and translating them into weekly operational moves.
- Excellent cross-team collaboration with Product, Ads, Campaign, Growth, Mission and Central Ops; fluent in English and Bahasa Indonesia to work with Indonesia sellers, BPO agents and regional cross-functional partners.

Preferred Qualification(s)
- Prior experience in Fashion, FMCG, Beauty, Baby, Lifestyle, Home & Living, Automotive, 3C / Electronics or other high-frequency or high-AOV categories in Indonesia or SEA e-commerce.
- Familiarity with AI-driven customer-outreach systems (robocall, chatbot, mission platforms) and with running A/B tests on outreach content, cadence and consent flows.
- Structured and original thinker, strong data sense, analytical skills and judgment capability - comfortable operating with incomplete dashboards and moving forward on best available evidence.