Operations Manager

CardEasy is a fast-growing financial technology (FinTech) company dedicated to providing secure, reliable, and user-friendly digital payment solutions. We are passionate about innovation and committed to delivering exceptional experiences for our customers while driving the future of digital financial services.

We are specifically looking for an experienced Operations Manager with hands-on Operations / Field Operations experience at companies such as GoPay, or comparable merchant acquiring / payment device operators in Indonesia. The candidate must have direct experience in both merchant onboarding and large-scale merchant-device deployment. This is a hands-on management role, not a general coordination position. The successful candidate is expected to take ownership of the Operations function from day one, independently lead the team, establish operating discipline, and manage the full device lifecycle from warehouse and deployment through activation, maintenance, 

Key Responsibilities

• Independently lead the Operations team and take end-to-end ownership of daily field and back-office operations for EDC/POS terminals and cloud-based voice notification devices.
• Plan and execute large-scale merchant device deployment, including installation, activation, configuration, replacement, maintenance, retrieval, and redeployment.
• Manage the complete device and inventory lifecycle: inbound receiving, warehousing, stock control, serial-number/asset tracking, allocation, dispatch, return, repair, loss control, and reconciliation.
• Build and manage field-operation capacity, including internal staff and third-party field-service partners; set productivity standards, deployment targets, territory coverage, and service SLAs.
• Own the merchant onboarding operations process end-to-end, including merchant data/document collection, operational verification, onboarding workflow coordination, activation readiness, deployment scheduling, installation, device activation, and post-onboarding issue resolution.
• Establish, document, and continuously improve SOPs for deployment, installation, maintenance, merchant support, device recovery, inventory control, exception handling, and escalation.
• Monitor operational KPIs such as deployment volume, activation rate, installation success rate, turnaround time, device utilization, inventory accuracy, fault/replacement rate, retrieval rate, field productivity, and SLA achievement.
• Use operational data to identify bottlenecks, fraud/loss risks, inactive devices, abnormal inventory movements, and service-quality issues, and drive corrective actions.
• Coordinate closely with Sales, Product, Technology, Finance, Customer Support, warehouse/logistics teams, and external partners to ensure smooth merchant rollout and issue resolution.
• Support rapid geographic expansion by designing scalable operating processes, manpower plans, partner models, reporting structures, and controls.
• Recruit, train, coach, and performance-manage Operations team members; create clear roles, targets, accountability, and a strong execution culture.
• Prepare regular management reports on deployment progress, inventory/device status, operational performance, key issues, risks, and action plans.

Candidates Requirements

• 5+ years of relevant Operations / Field Operations experience in merchant acquiring, payments, QRIS, EDC/POS, cloud speakers, or similar businesses. Merchant acquiring/payment-device experience example as GoPay which is strongly preferred.
• Hands-on experience in merchant onboarding and offline device operations, from activation and deployment to installation, maintenance, replacement, retrieval, and reconciliation.
• Proven ability to independently lead Operations/Field Operations teams, including manpower planning, target setting, performance management, escalations, and daily decisions.
• Experience managing large-scale merchant onboarding and device rollouts such as EDC/POS, QRIS, cloud speakers, or similar.
• Strong knowledge of inventory/asset management, warehousing, logistics, field service, maintenance, retrieval, and reconciliation.
• Experience developing SOPs, operational controls, KPIs, SLAs, and scalable processes in fast-growing environments.
• Strong analytical, problem-solving, leadership, and execution skills with the ability to work independently.
• Bachelor’s degree in Business, Operations, Engineering, Information Systems, Finance, or related fields.
• English proficiency required for business communication, Bahasa Indonesia required for local team and partner management.

Preferred Background

• Experience at companies such as GoPay, or comparable merchant acquiring / payment device operators with a sizable offline merchant network in Indonesia.
• Experience managing operations across multiple cities or regions in Indonesia.
• Experience working with banks, acquirers, payment service providers, logistics/warehouse providers, field-service vendors, distributors, or merchant networks.
• Experience scaling merchant onboarding and field operations to tens of thousands of merchants and/or deployed devices is a strong advantage.

Success in This Role

• The Operations team can run independently with clear ownership, SOPs, targets, and escalation mechanisms.
• Merchant/device deployment can scale rapidly without losing control of inventory, service quality, or operational risk.
• Management has accurate, timely visibility into the merchant onboarding pipeline, merchant activation, device inventory, deployment status, field productivity, and operational exceptions.
• Operational issues are identified early, assigned clearly, and driven to closure with measurable improvement.

What We Offer

• A key leadership role in building STC's offline payment acceptance and merchant-device network in Indonesia.
• High ownership and direct impact on the company's nationwide operational scale-up.
• An entrepreneurial, fast-moving, and international working environment.
• Competitive compensation and career growth based on performance and capability.