The Role
The Product Manager will oversee the customer service portal enhancements, manage the product backlog, coordinate with stakeholders, and drive AI integration for efficiency improvements.
Summary Generated by Built In
About the Role
As a Product Manager at the GoTo Financial Lending team, you'll play a crucial role in enhancing & advancing the customer service portal and CS team service efficiency throughout the entire lending portfolio in Indonesia.
You will own and manage a backlog of enhancements, dealing with multiple stakeholders, enhancing efficiency via AI integration, as well as future-proofing existing CS for system enhancement while staying compliant with rules and regulations.
What You Will Do
- Own the product strategy, roadmap, and backlog for Customer Service Portal and related mid-end systems across the lending portfolio
- Drive end-to-end delivery of system and process enhancements by working closely with Customer Service, Business, Risk, Design, Engineering, and Legal & Compliance teams
- Lead enhancements involving front-end enhancements, API integrations, and cross-platform dependencies, ensuring impacts are clearly identified, communicated, and addressed across all subsystems
- Monitor and resolve system and sub-system issues, ensuring proper escalation, root cause analysis, and long-term solutions
- Act as the product owner for mid-end systems, ensuring changes are scalable, reusable, and aligned with overall platform design
- Improve CS operational efficiency by analyzing performance metrics and system usage, and translating insights into product improvements
- Drive innovation through AI-enabled capabilities to automate workflows, improve resolution time, and future-proof CS platforms
What You Will Need
- 4–7 years of Product Management experience, preferably in fintech, lending, platform, or customer service systems
- Strong understanding of system architecture, mid-end / microservice platforms, frontend UI improvement, and API-based integrations, with proven experience managing cross-system impacts
- Strong stakeholder management, communication, and execution skills in a fast-moving, matrixed organization
- Demonstrated ability to own and communicate end-to-end product impact across multiple platforms and stakeholders
- Experience translating operational and CS needs into scalable system and platform-level solutions
- Familiarity with AI, automation, or data-driven enhancements in operational or service platforms
- Solid understanding of regulatory, risk, and compliance considerations within financial services
About the Team
You will join a team with multi-location offices and a multi-cultural environment. The team members here are passionate and open-minded, and the team's purpose is to build and manage a comprehensive set of macro services to support multiple financial businesses.
About GoTo Group
GoTo is the largest digital ecosystem in Indonesia. GoTo's mission is to 'empower progress' by offering technology infrastructure and solutions that help everyone to access and thrive in the digital economy.
The GoTo ecosystem provides a wide range of services, including mobility, delivery, payments, financial services, and technology solutions for merchants. The ecosystem also provides e-commerce services through Tokopedia and banking services through its partnership with Bank Jago.
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 Financial
GoTo 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 and GoToFinancial ("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.
#LI-ONSITE
Top Skills
AI
Api Integrations
Frontend Ui Improvements
Microservices
System Architecture
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
GoTo is the largest technology group in Indonesia, combining on-demand, e-commerce and financial services through the Gojek, Tokopedia and GoTo Financial brands. It is the first platform in Southeast Asia to host these three essential use cases in one ecosystem, capturing a majority of Indonesian consumer household expenditure. GoTo’s mission is to “Empower Progress” by offering an unparalleled selection of goods and services through a comprehensive merchant and partner network and promoting financial inclusion through its leading payments and financial services business.
