Operations Control Tower

About Us

BukuWarung is SEA's fastest-growing startup and we are building the digital infrastructure for 60 million MSMEs in Indonesia, enabling them to efficiently manage and grow their business — starting with digital bookkeeping, online storefront, and payments. BukuWarung's vision is to empower 60 million MSMEs in Indonesia to become financially aware and enable them to manage and grow their business using technology.

BukuWarung is backed by top-tier VCs globally: Peter Thiel's Valar Ventures, Goodwater Capital, Y-Combinator, AC Ventures, Quona Capital, East Ventures, Golden Gate Ventures, Rocketship.vc, Tanglin Venture Partners and strategic angel investors from Stripe, PayPal, Plaid, Grab, Gojek, Facebook, AirBnB, Fast, Mastercard, etc.

Role Overview

Be the calm at the center of operations — the person who turns chaos into clarity.

What you'll do:

• Be the operations radar. Watch every channel where issues surface — Slack, customer tickets, sales escalations, vendor WhatsApp groups. Read what's actually going wrong and route it to the right person to fix, fast.
• Investigate across systems. Move fluently between our order system, warehouse tools, 3PL portals, and ticketing platforms to reconstruct what really happened. Catch duplicate serials, mis-mapped codes, and status mismatches before they hit a merchant.
• Keep dispatches healthy. Daily eyes on stock readiness — devices, activation tokens, SIM cards, marketing kits — so activations never get blocked. Make sure 100% of the day's orders move, and flag anything stuck before SLA breaks.
• Chase shipments to the finish line. Run active monitoring (D+3 / D+5 / D+7 by region) and push 3PLs hard on near-SLA risks.
• Own returns end-to-end. Track every return with a clear action plan and timeline. Coordinate with warehouse and supplier on QC failures so merchants get working devices — fast.

What we're looking for:

• 4–7 years in operations, control tower, fulfillment ops, customer ops, or logistics coordination — ideally in fintech, e-commerce, payments, or device fulfillment
• Cross-system fluency — comfortable jumping between WMS, OMS, 3PL portals, CRM, and ticketing tools to piece the story together
• Investigative mindset — you tell root cause from symptom, and you spot bad data when you see it
• Strong written communication in Indonesian and English — you can write a structured escalation with chronology and a clear ask
• Cross-functional muscle — you've worked across Sales, CS, Vendors, Product, and Field teams to land a single resolution
• Calm under pressure — angry merchants and frustrated stakeholders don't throw you off your game
• Documentation discipline — every ticket leaves a clean audit trail