Senior Continuous Improvement & Ops Strategist (Customer Care)

Traveloka; Pagedangan; On-site; IDR 360,000,000 - 720,000,000; Full time

Job summary

Traveloka seeks a Senior Associate Continuous Improvement Manager for Customer Care to lead data-driven operational design and AI-enabled enhancements across multi-market support. You will own complex improvement initiatives, shaping service design, policies, and partner operations while balancing cost, quality, and traveler experience.

With 8+ years in operations and a COPC background, you’ll influence leaders and BPO partners using evidence, dashboards, and scalable processes to improve CSAT,

Qualifications

• At least 8 years of relevant experience in operations or customer care.
• Ability to design operational plans that move business results.
• Experience solving complex problems across operations, finance, and people.
• Understand travel domain risks and partner operations.
• Proven ability to persuade leaders and partners with data.
• Strong English communication and written skills; regional language a plus.

Responsibilities

• Develop and implement operational plans and service designs.
• Own high-stakes problems weighing impact across multiple dimensions.
• Propose inputs and design choices and persuade stakeholders.
• Improve policies and processes and pilot changes.
• Run root-cause and performance analyses to improve CSAT/NPS and cost-to-serve.
• Define AI, automation, and self-service applications in the domain.
• Act as escalation point and coach analysts without headcount.

Skills

BI/CRM tools

Data fluency

English proficiency

COPC-certified

Education

Bachelor's degree

Tools

Tableau

DOMO

Zendesk

Salesforce

Job description

Traveloka seeks a Senior Associate Continuous Improvement Manager for Customer Care to lead data-driven operational design and AI-enabled enhancements across multi-market support. You will own complex improvement initiatives, shaping service design, policies, and partner operations while balancing cost, quality, and traveler experience.

With 8+ years in operations and a COPC background, you’ll influence leaders and BPO partners using evidence, dashboards, and scalable processes to improve CSAT,