Operational Manager

Qwords.com is one of Indonesia's leading web hosting and domain registrar companies, serving tens of thousands of customers across the country. We are looking for a high-performing, initiative-driven Operational Manager to take full ownership of our Bandung office operations.

This role is the direct extension of the CEO in Bandung. You will have complete authority and accountability over all divisions and team member within the office. This is not a coordination role. We are looking for someone who leads, decides, and delivers.

KEY RESPONSIBILITIES

• Lead and oversee daily operations across all divisions in the Bandung office
• Ensure SLA (Service Level Agreement) targets for every division are met consistently
• Run daily morning briefings and monitor team performance throughout the day
• Deliver weekly and daily operational reports directly to the CEO and Personal Assistant
• Manage team performance: coaching, evaluation, feedback, and disciplinary action when necessary
• Lead recruitment, onboarding, and offboarding processes for the Bandung team
• Coordinate with division PICs across Jakarta, Yogyakarta, and Surabaya offices
• Build, document, and continuously improve operational SOPs
• Maintain discipline, work culture, and service standards at the Bandung office
• Conduct regular business travel to Jakarta, Yogyakarta, and Surabaya as operational needs require
• Support execution of company-wide strategic initiatives at the operational level
• Proactively identify operational gaps and act on them without waiting to be told

REQUIREMENTS Must Have

• Bachelor's degree in any field -- Management, Business, or Information Technology preferred
• Minimum 3 years of professional experience, with at least 1 year leading a cross-functional team
• Proven leadership track record -- concrete results, not just titles
• Experience managing KPIs across multiple divisions simultaneously
• Comfortable producing proactive, structured operational reports
• Willing and able to travel regularly between cities (Jakarta, Yogyakarta, Surabaya)
• Strong communication skills in Bahasa Indonesia; English proficiency is a plus
• Proficient with modern management tools: project management, spreadsheets, business communication

We Are Specifically Looking For

• High performer -- demonstrable through numbers, outcomes, and real impact at previous organizations
• High initiative -- someone who moves without being told, identifies problems before being asked, and acts
• Proven track record in organizational transformation -- has fixed broken teams, rebuilt processes, or turned around underperforming divisions
• Ownership mindset -- treats the Bandung office as their own responsibility, not just a job scope
• Decision-maker -- comfortable making operational calls independently without needing constant direction

Nice to Have

• Background in web hosting, ISP, cloud services, or tech company
• Experience managing an independent branch or business unit
• Familiarity with WHMCS, cPanel/WHM, or hosting billing systems
• Experience building teams from scratch or leading organizational change
• Familiarity with OKR frameworks and structured team performance management

WHAT WE OFFER

Competitive salary based on experience and demonstrated performance

• Travel Allowance -- fully covered business travel to Jakarta, Yogyakarta, and Surabaya
• BPJS Kesehatan  & BPJS Ketenagakerjaan
• Performance Bonus tied to operational targets
• Direct access and reporting line to the CEO - high visibility, high impact role
• Dynamic work environment at one of Indonesia's leading digital infrastructure companies
• Opportunity to build and transform a team from day one

WHAT WE ARE NOT LOOKING FOR

Please do not apply if any of the following describes you:

• You have only ever worked in a single division throughout your career
• You need to be told what to do before you act - you wait for instructions rather than identifying problems yourself
• You cannot provide concrete examples of your leadership impact with specific numbers or outcomes
• You are not comfortable with regular inter-city business travel
• You describe past workplaces by blaming management or colleagues without self-reflection
• Your answer to 'what would you do in the first week?' is 'get to know the team and adapt'