s
saputrajy

Jaya Saputra

@saputrajy

CX Operations Consultant, BPO Management, Service Delivery Lead

Indonesien
Englisch, Indonesisch
Einige Informationen werden in englischer Sprache angezeigt.
Über mich
Award-winning CX Operations leader & Contact Center World Advisory Board member with 8+ years at Tokopedia & ByteDance. Led the Tokopedia-TikTok Shop integration across millions of customers. I help businesses with: CX strategy & SOPs, BPO governance & cost optimization, Zendesk & Salesforce setup, financial projections, KPI frameworks, Excel/data analysis, and EN↔ID translation. 📌 Multi-billion IDR cost savings | 📌 Gold & Silver — APAC & World Contact Center Awards 🌐 English & Indonesian | 📍 Indonesia, available globally... Mehr lesen

Kompetenzen

s
saputrajy
Jaya Saputra
offline • 

Meine Dienstleistungen

Beratung
I will audit your customer service ops and deliver a cx improvement report
Ab20 $ / ProjektWeitere Details

Arbeitserfahrung

Tokopedia

Tokopedia

Vollzeit • 8 yrs 7 mos

Senior Manager - Customer Engagement & Operations

Feb 2024 - Mar 2025 • 1 yr 1 mo

Managed a 26-member team (in-house escalation & service improvement), embedding a performance and coaching culture. Introduced retail-style WFM practices linking traffic, staffing, service KPIs & establishing dashboards for daily review and executive business. Led CX workstream for Tokopedia × TTS Seller Center integration; delivered Phase 1 on time with limited-access/auto-upgrade levers and minimal ticket impact. Built GTM & support stack: authored 800+ FAQs (approved) as single source of truth; enabled CX in seller webinars and outreach.

Senior Manager - CX Vendor Management, Compliance & Outsourcing Solutions

Jul 2018 - Jan 2024 • 5 yrs 6 mos

Directed operating & partnership model transformation from mixed in‑house/BPO to 100% managed‑service, multi‑partner, geo‑redundant footprint (DR sites in Semarang & Yogyakarta). Generated cumulative hard savings, in total USD 14Mn across 2018–2021 plus IDR 47.2Bn benefit from commercial & operating model shift (tender renegotiation and avoided permanent HC growth). Standardized governance (KPI/KQI, QBRs, audits), commercial standards, and partner sizing; implemented disaster‑recovery readiness and retender/remapping programs.

Various Roles (Operational Frontlines & Back Office)

Jun 2016 - Jun 2018 • 2 yrs

Senior Associate – Partner Operations Management | Tokopedia Feb ‘18 – Jun ‘18 Associate – Operational Back Office | Tokopedia Nov ‘16 – Jan ‘18 Customer Care Officer | Tokopedia Jun ‘16 – Nov ‘16