Senior CX & Operations Leader - Growth, Process Improvement

Pluang; Jakarta Pusat; On-site; IDR 350,000,000 - 700,000,000; Full time

Benefits offered by this job

Personal investment

Competitive compensation package

Career development

Medical program

Team events

Job summary

Pluang is seeking a Senior Customer Experience & Operations Manager in Jakarta Pusat to drive cross-department collaboration with Ops, Product, Tech, and leadership. You will shape strategies, manage reporting, and lead teams to enhance customer experience while maintaining strict SLAs across the organization.

The role emphasizes people management, process optimization, and coaching, with a focus on reducing customer issues and scaling operations for growth in the Indonesian market.

Qualifications

• Bachelor's degree in a related field; MBA preferred.
• 5+ years in operations management within financial services.
• Strong leadership, analytical, and data-driven decision-making.
• Experience driving cross-functional initiatives and process improvements.

Responsibilities

• Build relationships with key internal stakeholders and external partners.
• Ensure SLA targets and drive customer experience improvements.
• Lead process improvements in customer handling and related flows.
• Develop and coach CE & OPS teams; manage performance.
• Identify opportunities for technology to improve efficiency and scalability.

Skills

Leadership

Analytical thinking

Communication

Cross-functional collaboration

Process improvement

Education

Bachelor's degree in Business Administration, Engineering, Finance, Information Systems, Science, Mathematics, or a related field

MBA or advanced degree preferred

Job description

Pluang is seeking a Senior Customer Experience & Operations Manager in Jakarta Pusat to drive cross-department collaboration with Ops, Product, Tech, and leadership. You will shape strategies, manage reporting, and lead teams to enhance customer experience while maintaining strict SLAs across the organization.

The role emphasizes people management, process optimization, and coaching, with a focus on reducing customer issues and scaling operations for growth in the Indonesian market.