Strategic Planning & Cost Control (Customer Care)

PT Trinusa Travelindo; Tangerang; On-site; IDR 95,000,000 - 130,000,000; Full time

Job summary

Traveloka is seeking a Strategic Planning & Cost Control professional for Customer Care in Indonesia. You will own end-to-end cost planning across manpower, technology, and internal staffing, building simulations and capacity plans to balance service quality with cost.

You will run multi-scenario planning, present trade-offs to senior leadership, and translate analysis into dashboards (Tableau/Excel) for operations and executives, working with Finance and CEO Office to align plans with budget

Qualifications

• Bachelor’s degree in a quantitative field.
• 4-5 years in workforce or capacity planning, budgeting, forecasting, reporting, and analysis.
• Strong analytical, mathematical, and troubleshooting skills with large data sets.
• Proven ability to build quantitative models from scratch for forecasting, simulation, or cost optimisation.
• Experience designing multi-scenario / what-if analyses and communicating trade-offs.

Responsibilities

• Own end-to-end Customer Care cost planning across manpower, technology, and in-house employee cost; track actuals against target and surface efficiency opportunities.
• Build and maintain manpower order simulations and capacity plans balancing service quality against cost.
• Simulate manpower orders and design multi-scenario / what-if plans and present trade-offs to leadership.
• Run multi-scenario strategic and operational planning with clear recommendations.
• Translate analysis into dashboards and reporting (Tableau, spreadsheets) for operational teams and senior stakeholders.

Skills

Analytical skills

Modeling from scratch

Scenario analysis

Capacity planning

AI aptitude

Interpersonal skills

Communication (English & Bahasa)

Education

Bachelor’s degree in Mathematics/Statistics/Industrial Engineering/Finance/Supply Chain

Tools

Tableau

Excel/Spreadsheets

Simulation/Modeling tools

Job description

Strategic Planning & Cost Control (Customer Care)

• Own end-to-end Customer Care cost planning across manpower, technology, and in-house employee cost; track actuals against target and surface efficiency opportunities.
• Build and maintain manpower order simulations and capacity plans that balance Service Quality targets against cost.
• Simulate manpower orders and design multi-scenario / what-if plans (e.g., volume shifts, attrition, channel mix, service-level changes), clearly articulating the cost-versus-Service-Quality trade-offs.
• Run multi-scenario strategic and operational planning and present clear trade-offs and recommendations to Customer Care leadership.
• Leverage AI assistants to accelerate model building, scenario generation, and calculation logic — validating all outputs before they inform decisions.
• Translate analysis into clear dashboards and reporting (Tableau, spreadsheets) for both operational teams and senior stakeholders.
• Shows ability to troubleshoot problems, identify root causes and provide clear solution recommendations
• Coordinate and manage working-level stakeholders across Customer Care operations, business process team, Finance, and CEO Office to align plans with budget and capacity realities.
• Continuously improve processes to have simple and easy understanding in highly complex environment
• Has the ability to clearly point out Cost and Service Quality trade-offs to decision-makers, and planning recommendations are acted upon.

Job Requirements

• Bachelor’s degree in Mathematics, Statistics, Industrial Engineering, Finance, Supply Chain, or a related field.
• Minimum 4-5 years of experience in workforce or capacity planning, with relevant experience in budgeting, forecasting, reporting, and analysis.
• Excellent analytical, mathematical, and troubleshooting skills, with the ability to work with large amounts of data to identify both short-term and long-term trends and patterns.
• Modeling craft (core):demonstrated ability to build quantitative models from scratch — forecasting, simulation, or cost/optimisation — and turn them into decisions, not just operate models built by others.
• Scenario analysis:experience designing multi-scenario / what-if / sensitivity analyses and clearly communicating cost-versus-service trade-offs to non-technical stakeholders.
• Capacity-planning grasp (the strategic-capacity minor):working understanding of demand forecasting and staffing mechanics — e.g., Erlang-type models, shrinkage, occupancy, schedule adherence, and unit economics such as cost-per-contact / cost-to-serve.
• AI aptitude:able and willing to use AI assistants such as Claude to accelerate analytical work — structuring prompts, generating and stress-testing scenario models, and drafting calculation logic — with the discipline to rigorously validate outputs rather than accept them at face value.
• Excellent interpersonal skills, with the ability to manage day-to-day relationships and proactively engage with internal and external stakeholders.
• Ability to balance competing priorities, complex situations, and tight deadlines.
• Ability to work independently with minimal supervision, and the initiative to ask questions when clarification is required.
• Strong oral and written communication skills in both English and Bahasa Indonesia.
• Able to effectively influence and present information to senior management and business partners.
• Good financial acumen, with the ability to reason about budgets and cost drivers.

Traveloka (traveloka.com) is a tech startup based in Jakarta. We aim to revolutionize Indonesian travel marketplace and make it more accessible to travelers across the country. Since it is a mammoth of a task, we'd love to have talented people from diverse backgrounds who can help us achieve our mission. We are committed to building a dynamic workplace where people truly enjoy their work and feel that they can really have an impact.

Traveloka (traveloka.com) is a tech startup based in Jakarta. We aim to revolutionize Indonesian travel marketplace and make it more accessible to travelers across the country. Since it is a mammoth of a task, we'd love to have talented people from diverse backgrounds who can help us achieve our mission. We are committed to building a dynamic workplace where people truly enjoy their work and feel that they can really have an impact.