Senior Customer Care Operations Leader

Traveloka; Cikoko; On-site; IDR 700,000,000 - 1,000,000,000; Full time

Job summary

Traveloka is seeking an Operations Manager (Flight) within Customer Care to drive scalable operational plans across channels and markets. You will own the design of processes, policies, and the performance framework for a critical contact type, balancing cost, quality, and speed while shaping outcomes with data-driven decisions.

You will lead complex problems, advocate for AI and automation, and coach analysts to elevate the function without direct reports.

Qualifications

• Must be deeply data-fluent with ability to derive insights from complex data sets.
• Experience using BI/CRM tools to drive decision making and performance.
• Fluency in English and a relevant regional language is required.

Responsibilities

• Develop and implement operational plans, processes, and service designs for a contact type, channel, or market.
• Own high-stakes problems weighing operational, financial, and people impact.
• Propose inputs and design choices and persuade leaders and partners with evidence.

Skills

Data fluency

BI/CRM tools

English + regional language

Education

Bachelor's degree

Tools

Tableau

DOMO

Zendesk

Salesforce

Job description

Traveloka is seeking an Operations Manager (Flight) within Customer Care to drive scalable operational plans across channels and markets. You will own the design of processes, policies, and the performance framework for a critical contact type, balancing cost, quality, and speed while shaping outcomes with data-driven decisions.

You will lead complex problems, advocate for AI and automation, and coach analysts to elevate the function without direct reports.