Senior Flight Operations & CX Strategist

Traveloka; Pagedangan; On-site; IDR 400,000,000 - 600,000,000; Full time

Job summary

Traveloka is seeking an experienced Customer Care Operations Manager (Flight) to lead strategic operations for flight-related support. You will shape how partners are selected, ramped, measured, and pushed to improve, balancing cost, quality, and speed while AI reshapes frontline work.

You are a domain expert delivering end-to-end operational plans with data-driven impact, guiding both internal teams and outsourced partners toward elevated CSAT and cost efficiency.

Qualifications

• Demonstrated ability to design and implement operational plans that move a domain's results.
• Experience solving high-stakes problems across operational, financial, and people dimensions.
• Ability to persuade leaders and partners with data-backed recommendations.

Responsibilities

• Develop and implement operational plans, processes, and service designs for a contact type, channel, or market.
• Own complex, high-stakes problems weighing impact across operations, cost, and people.
• Propose inputs and design choices to improve the area and persuade leaders and BPO partners to adopt them.
• Enhance policies, processes, and products and validate changes before scale.
• Run deep root-cause and performance analysis to improve CSAT, NPS, resolution, and cost-to-serve.
• Define how AI, automation, and self-service should be applied in the domain and pilot high-impact ideas.
• Act as senior authority and escalation point for BPO leads, internal teams, and product, coaching analysts without managing headcount.

Skills

Operational leadership

Data analytics

Stakeholder management

Communication

English fluency

COPC-certified

Education

Bachelor's degree

Tools

Tableau

DOMO

Zendesk

Salesforce

Job description

Traveloka is seeking an experienced Customer Care Operations Manager (Flight) to lead strategic operations for flight-related support. You will shape how partners are selected, ramped, measured, and pushed to improve, balancing cost, quality, and speed while AI reshapes frontline work.

You are a domain expert delivering end-to-end operational plans with data-driven impact, guiding both internal teams and outsourced partners toward elevated CSAT and cost efficiency.