Senior Associate Continuous Improvement Manager

PT Trinusa Travelindo; Jakarta Utara; Hybrid; IDR 90,000,000 - 180,000,000; Full time

Job summary

Traveloka, based in Jakarta, is shaping the Indonesian travel marketplace through innovative tech. We seek a strategic leader to guide knowledge systems, process improvements, and governance across customer operations, partnering with Marketing, Product, Finance and Risk to enhance operational recovery and cost efficiency.

You will drive critical initiatives, including response to incidents, audit processes, and data-driven decision making in a fast-paced startup environment in Jakarta.

Qualifications

• Bachelor's degree in a technical or business field from a top university.
• MBA is a plus.
• Minimum 5 years in strategy/management consulting or multinational tech with product focus on customer experience.
• Excellent analytical skills with data-driven problem solving.
• Collaborative with strong project management to drive multiple initiatives.
• Customer-obsessed with optimizing in-app experiences and mapping user journeys.
• Travel enthusiast with passion for improving real-world travel experiences.

Responsibilities

• Drive development of knowledge systems, tools, and models for processes and customer environments.
• Lead or supervise a service assurance team and project initiatives.
• Spearhead process optimization to improve KPIs like resolution time and NPS.
• Collaborate with Marketing, Product, Finance and Risk to optimize costs and recovery.
• Support crisis/incidents with rapid risk mitigation and clear actions.
• Develop procedures to achieve targeted performance metrics and scorecards.
• Conduct internal monitoring reviews to ensure compliance with rules and policies.

Education

Bachelor’s degree in CS/Engineering/Business/Finance/Design

MBA

Job description

• 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.

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.