Continuous Improvement Lead (Customer Care)

PT Trinusa Travelindo; Kebayoran Baru; On-site; IDR 900,000,000 - 1,200,000,000; Full time

Job summary

Traveloka is seeking a Continuous Improvement Lead (Customer Care) to drive knowledge systems, tools, and models for customer operations. You will lead process improvements across multiple product areas and collaborate with Marketing, Product, Finance, and Risk to optimize cost efficiency and recovery processes.

We value deep analytical capability, strong project management, and a passion for enhancing the in-app customer journey.

Qualifications

• Bachelor’s degree in a technical or related field (MBA a plus).
• Minimum 5 years at a top-tier strategy/management consulting firm or multinational tech company.
• Strong analytical skills with data-driven problem solving for senior management.
• Collaborative with solid project management and ability to drive multiple initiatives.
• Customer-obsessed with focus on improving in-app experience and journeys.
• Travel enthusiasm and passion for improving real-world travel experiences.

Responsibilities

• Drive development of knowledge systems, tools, and recommendation models for business processes, products, and customer environments.
• Spearhead process optimization initiatives to improve KPIs like resolution time and NPS.
• Develop and audit internal process controls across customer operations; lead investigations when anomalies occur.
• Serve as liaison with Marketing, Product, Finance, and Risk to optimize recovery processes and cost efficiency.
• Support cross-functional recovery during crises with risk mitigation and swift resolution.
• Develop procedures to achieve targeted performance metrics and scorecards.
• Conduct internal monitoring reviews to ensure compliance with rules and procedures.

Skills

Analytical skills

Project management

Customer experience focus

Collaborative team player

Education

Bachelor’s degree in Computer Science/Engineering/Business/Finance/Design or related field

MBA (bonus)

Job description

Continuous Improvement Lead (Customer Care)

• System & Tool Excellence: You will drive the development of knowledge systems, tools, and recommendation models for business processes, products, and customer environments either by providing direct project leadership or supervising a service assurance team.
• Process Improvement & Scaling: You will spearhead process optimization initiatives to drive operational excellence, delivering measurable improvements in core KPIs like resolution time, contact rate, and Net Promoter Scores (NPS).
• Process Control & Governance: You will develop, manage, and audit internal process controls across customer operations to maintain strict governance, provide feedback for improvements, and lead investigations when anomalies or fraud are suspected.
• Cross-Functional Collaboration: You will act as a key liaison with Marketing, Product, Finance, and Risk teams to strengthen operational recovery processes, support daily multi-product operations, and optimize cost efficiency.
• Crisis & Incident Support: You will support cross-functional recovery processes during mid-impact operational crises or incidents, assisting with swift risk mitigation and resolution under minimal supervision.
• Develop and manage procedures to achieve targeted performance metrics and scorecards.
• Perform internal monitoring reviews to ensure operations comply with applicable rules, regulations, and policies & procedures

Deskripsi Pekerjaan

Responsibilities

• System & Tool Excellence: You will drive the development of knowledge systems, tools, and recommendation models for business processes, products, and customer environments either by providing direct project leadership or supervising a service assurance team.
• Process Improvement & Scaling: You will spearhead process optimization initiatives to drive operational excellence, delivering measurable improvements in core KPIs like resolution time, contact rate, and Net Promoter Scores (NPS).
• Process Control & Governance: You will develop, manage, and audit internal process controls across customer operations to maintain strict governance, provide feedback for improvements, and lead investigations when anomalies or fraud are suspected.
• Cross-Functional Collaboration: You will act as a key liaison with Marketing, Product, Finance, and Risk teams to strengthen operational recovery processes, support daily multi-product operations, and optimize cost efficiency.
• Crisis & Incident Support: You will support cross-functional recovery processes during mid-impact operational crises or incidents, assisting with swift risk mitigation and resolution under minimal supervision.
• Develop and manage procedures to achieve targeted performance metrics and scorecards.
• Perform internal monitoring reviews to ensure operations comply with applicable rules, regulations, and policies & procedures

Requirements

• You hold a Bachelor’s degree in Computer Science, Engineering, Business, Finance, Design, or a related technical field from a top university, with an MBA being a plus.
• You bring minimum 5 years of experience at a top-tier strategy/management consulting firm, or a multinational tech firm with a strong track record of building products centered around customer experience.
• You possess excellent analytical skills, with a proven ability to identify root causes of complex problems and recommend data-driven solutions to senior management.
• You are a collaborative team player with strong project management skills, capable of driving multiple growth initiatives simultaneously and hitting deadlines.
• You are deeply customer-obsessed, constantly looking for ways to optimize the in-app experience by analyzing customer pain points, benchmarking competitors, and mapping user journeys.
• You are a travel enthusiast who takes pride in developing strategies that directly improve and elevate the real-world travel experiences of countless customers.

Traveloka (traveloka.com) is a tech startup based in Jakarta. We aim to revolutionize Indonesian travel marketplace and make it more accessible to travelers across the country. Since it is a mammoth of a task, we'd love to have talented people from diverse backgrounds who can help us achieve our mission. We are committed to building a dynamic workplace where people truly enjoy their work and feel that they can really have an impact.