Associate Operation Manager - Customer Care Accommodation

amIT Global Solutions Sdn Bhd; Banten; On-site; IDR 200,880,000 - 357,120,000; Full time

Job summary

amIT Global Solutions Sdn Bhd is seeking a results-driven Operations Manager to oversee the accommodation ID domain. You will drive performance, manage COPC-aligned processes, and collaborate with BPO partners to ensure exceptional service and KPI achievement.

You will analyze processes, implement improvements, and coordinate with marketing, product, and finance teams to optimize the customer experience in a fast-paced hospitality environment.

Qualifications

• Bachelor's degree in any major; Tourism preferred.
• Strong knowledge of customer satisfaction management in hospitality.
• Analytical thinking with ability to turn data into insights.
• Experience in managing BPO performance.
• Strategic planning and execution skills.
• Knowledge of service/recovery management, or sales/marketing basics.
• Excellent writing, communication, presentation, and negotiation skills.
• Proficient English speaking and writing.
• COPC literacy; COPC certification is a plus.
• Proficient with Microsoft/Google BI tools, CRM tools and databases.

Responsibilities

• Oversee day-to-day operations of the accommodation ID domain.
• Collaborate with BPO partners to ensure COPC-standard operations.
• Identify inefficiencies and implement process improvements.
• Fine-tune and monitor operational metrics and KPIs.
• Manage crises to maintain service continuity.
• Develop roadmaps for short- to medium-term growth.
• Make independent decisions to resolve operational challenges.
• Maintain domain mastery and stay updated on industry trends.
• Liaise between customer care and marketing, product, and finance to ensure a seamless experience.

Skills

BPO performance

COPC standards

Analytical thinking

Leadership

Stakeholder comms

BI/CRM tools

English proficiency

Team management

Education

Bachelor's degree

Tourism degree preferred

Tools

Microsoft Office

Google Sheets

Tableau

Zendesk

Salesforce

Siebel

Job description

Job De ion

Manage the operational performance. Responsible for overseeing the day-to-day operations of the accommodation ID domain. You will play a pivotal role in managing operational efficiency, improving processes, and ensuring high-quality service delivery. Be accountable for the output and performance of the accommodation ID domain, ensuring that KPIs and SLAs are met consistently.

• BPO Partner Management: Collaborate with BPO partners to ensure contact center operations meet COPC standards. Conduct performance reviews, manpower planning, and cost/benefit analyses. Evaluate and recommend advanced technologies to optimize productivity, quality, and customer satisfaction.
• Identify Pain Points & Implement Improvements: Analyze current operational processes to identify inefficiencies and areas for improvement. Propose and implement solutions to streamline workflows and enhance service delivery
• Fine-tune Operational Metrics: Review and refine key performance metrics to ensure they align with company goals. Continuously monitor performance to identify opportunities for optimization.
• Crisis Management: Effectively manage crises within the accommodation ID domain, ensuring swift resolutions and maintaining service continuity during disruptions.
• Develop Roadmap: Create and execute short- to medium-term roadmaps for accommodation operations, ensuring alignment with overall business objectives and continuous growth.
• Independent Decision-Making: Make independent decisions to resolve operational challenges, driving improvements and aligning with business needs.
• Domain Mastery: Develop deep expertise in accommodation management, staying up to date with industry trends, regulations, and best practices to ensure operational excellence.
• Collaboration: Act as a liaison between customer care and key teams such as marketing, product , and finance to ensure a seamless customer experience

Job Requirements

• Bachelor's degree in any major from a top university. Degrees in Tourism are preferred.
• Proficient Knowledge in Customer Satisfaction Management, related business Industry (hotel, travel agents, or any hospitality industry)
• Analytical Thinking: Strong analytical skills with the ability to assess performance data and propose actionable insights.
• Experience in managing BPO performance
• Strong strategic planning and execution skills.
• Excellent Knowledge in Service or Complaint & Recovery Management or Sales & Marketing Basic knowledge
• Strong writing, communication, presentation, negotiation and analytical skills
• English Proficiency. Demonstrated proficiency in English speaking and writing is required. Clear and articulate communication skills are essential for effectively interacting with team members, stakeholders, and senior management. Ability to convey complex ideas and concepts clearly and concisely is highly valued.
• COPC literate, COPC certified will be an advantage
• Proficient in Microsoft /Google/Business intelligence tools (BI tools)/CRM Tools products and other applications e.g. : Microsoft Word, Excel, PowerPoint, Databases, Gdoc, Gsheet, GSlides, Google data studio, Tableau, Zendesk, Salesforce, Siebel, etc.
• Relevant experience : Minimum 3-5 years of experience in operations management, ideally within the accommodation or hospitality industry. Experience managing teams and processes is highly preferred.
• Demonstrated leadership experience, including leading and developing high-performing teams.
• Proven track record of driving operational excellence and delivering results in a fast-paced, dynamic environment.