Product Manager - Support & Sales Tooling

Product Manager - Support & Sales Tooling

In this role, you will drive the vision and execution of a Unified Sales Tooling and Merchant Support platform that transforms how our sales force operates and how merchants experience support across the GoTo ecosystem, supporting our ambitious growth targets. Specifically, you will own the end-to-end product development of a modular platform that will not only enable rapid scaling of our field sales operations, but also elevates overall merchant experience and satisfaction.

On the Sales Tooling side, you will consolidate fragmented tools into a single, intelligent platform that provides real-time visibility, offline capability, and seamless integration across products such as GoPay Merchant App, GoPay Spiker, Moka POS, and Lending solutions. Your goal is to dramatically improve productivity, ensuring our sales executives spend more time in the field engaging merchants, not buried in administrative tasks.

On the Support side, you will design and refine merchant support tools to enhance efficiency, resolution time, and CSAT while reducing operational costs. This includes exploring and implementing chatbot solutions for seamless in-app issue resolution, analyzing support data to identify recurring problems, and proactively addressing them through product and process improvements. You'll collaborate closely with Product, Engineering, Business, Sales, and Operations teams to ensure we continuously raise the bar on merchant experience.

What You Will Do

• Define and execute the product strategy for Merchant Support and a Unified Sales Tooling platform, balancing quick wins with transformational capabilities across all functional layers
• Translate field sales and merchant support pain points into actionable product features, from SE check-ins and territory management to streamlined workflows and chatbot-enabled issue resolution
• Establish comprehensive PRDs for complex integrations with existing systems (authentication, merchant databases, financial systems, communication platforms) whilst managing technical trade-offs between extending vs. building new
• Collaborate intensively with multiple departments (Sales, Sales Excellence, Finance, Tax, Data, Marketing, Care Units) to ensure the platform meets diverse stakeholder needs and drives organizational alignment
• Lead phased rollout strategy and drive adoption through change management initiatives, working with regional champions and conducting regular field visits to understand SE workflows
• Define and monitor success metrics including sales productivity, merchant onboarding efficiency, revenue per merchant, CSAT, and issue resolution time, using data to continuously improve the platform and drive automation
• Make critical build vs. buy decisions and architectural choices that optimize for cost efficiency whilst ensuring scalability and performance for our growing field force and merchant base

What You Will Need

• A BA/BS degree or equivalent practical experience with at least 4-6 years of product management experience; 2+ years building field sales, CRM, enterprise platforms, or merchant experience is a plus
• Proven track record of delivering complex, multi-stakeholder platforms from 0 to 1, with experience in phased rollouts and change management for large-scale deployments
• Strong technical acumen to engage with engineering on mobile-first development, offline-capable applications, API integrations, and microservices architecture
• Deep understanding of field sales operations, territory management, and sales force automation, combined with data-driven mindset for analytics and performance management
• Exceptional stakeholder management skills to align multiple departments on a unified vision, with ability to balance build vs. buy decisions and evaluate enterprise platforms
• Understanding of Indonesian field sales dynamics, merchant ecosystems, and fintech products, with willingness to spend significant time in the field with sales teams
• Fluent in Bahasa Indonesia and English, with experience presenting to senior leadership and translating business needs into technical requirements
• Nice to haves: Experience with gamification and sales incentive systems; knowledge of GIS/mapping technologies for territory management; background in fintech or payment products with understanding of regulatory requirements including KYC and financial services compliance

You'll be part of the MSME Growth team, a passionate group working to help millions of small and medium businesses grow with GoTo. Our team brings together different pods — from Acquisition, Activation, to Data, Design, and Research — all collaborating to create a seamless journey for merchants.

We love to share ideas openly, challenge each other, and move fast to test and learn. What drives us is knowing that the tools, insights, and experiences we create directly empower merchants to succeed — whether that's making their first transaction, resolving an issue quickly, or scaling their business with GoTo.

If you're excited about solving real-world problems, working cross-functionally, and making a meaningful impact on how MSMEs grow in Indonesia and beyond, you'll find this team the perfect place to do your best work.

GoTo Group is the largest digital ecosystem in Indonesia with its mission to "Empower Progress' by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms. It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia's vast consumer household.

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.

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.