Continuous Improvement Lead (Customer Care)

PT Trinusa Travelindo; Tangerang; On-site; IDR 334,800,000 - 558,000,000; Full time

Job summary

Traveloka is seeking a Continuous Improvement Lead (Customer Care) to drive knowledge systems, tools and models for business processes and customer environments. You will lead or supervise a service assurance team to deliver operational excellence and measurable improvements in key metrics.

You will collaborate with Marketing, Product, Finance and Risk to optimize cross-product operations, control governance, and support rapid recovery during incidents with minimal supervision.

Qualifications

• Bachelor’s degree in CS/Engineering/Business/Finance/Design (MBA a plus).
• 5+ years at top-tier strategy/management consulting or multinational tech firm.
• Strong analytical and data-driven problem solving.
• Excellent collaboration and project management skills.
• Customer-obsessed with improving in-app experience.

Responsibilities

• You will drive development of knowledge systems, tools, and recommendation models for business processes, products, and customer environments.
• You will spearhead process optimization initiatives to drive operational excellence and KPIs like NPS and resolution time.
• You will develop, manage, and audit internal process controls across customer operations.
• You will liaise with Marketing, Product, Finance, and Risk to strengthen recovery processes and optimize cost efficiency.
• You will support cross-functional recovery during crises or incidents with risk mitigation.
• You will develop procedures to achieve targeted performance metrics and scorecards.

Skills

Data analysis

Root cause analysis

Project management

Cross-functional collaboration

Customer experience optimization

Education

Bachelor’s degree (CS/Engineering/Business/Finance/Design)

MBA (plus)

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

Job 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.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

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.

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.

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