Customer Care Process Optimization Lead

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

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.