Continuous Improvement Manager - Non Flight

Continuous Improvement Manager - Non Flight

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description

The role's function is to plan, develop, manage & lead the Service Assurance Business Process team for Non Flight product by a highly effective, skilled and empowered team and maintain customer relationships of all related contact points to provide best-in-class Service Assurance team that will exceed customer expectation in order to maintain and improve customer experience both for external and internal customers. He or she is also required to provide supervision, strategies, mentoring and leadership to the Service Assurance team in the course of developing optimum knowledge systems and tools, insight derivation, as well as building recommendation systems pertaining to business process and customer, product and service system environment.

Responsibilities:

1. Lead the process improvement and determine the strategy for growth and cost efficiency.
2. Responsible for multiple products and missions in operations (non-transport).
3. Work closely with stakeholders across functions such as marketing, product, revenue management, finance, and risk to strengthen recovery processes and cost management.
4. Design a robust business process and continuously review it to find areas of improvement, including developing mitigation plans in a timely manner once any gap or risk is identified. The initiative should lead to operations excellence improvement, measured by contact rate, customer dissatisfaction, and net promoter score.
5. Lead the recovery process for crisis/incident with at least medium impact for the whole domain.
6. Develop the process control for each area within the customer operations team; perform the audit process and give feedback on the processes that need to be changed based on the audit results and when needed, conduct investigations should there be any fraud indications in the operations.

Requirements:

1. Preferably from a STEM or engineering background (e.g., Industrial Engineering, Computer Engineering/Science, Chemical Engineering, etc.) from a top university.
2. At least 7 years of experience from a reputable company.
3. Strong attention to detail and excellent problem-solving skills with logical thinking.
4. Excellent analytical skills and mastery of Excel.
5. Excellent verbal and written communication skills across functions and presentation skills in English.
6. Obsessed with the customer journey and needs to drive process improvement.
7. Familiar with internal process control within organizations.
8. Preferably has experience as a business process developer or process engineer from a reputable company.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Traveloka (traveloka.com) is a tech startup based in Jakarta. We aim to revolutionize the 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.