Senior Associate, Process Excellence & Operational Impact

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

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.