Deskripsi Pekerjaan
Join Traveloka's dynamic team as a Continuous Improvement Lead (Customer Care) and drive transformative changes in our customer operations. In this pivotal role, you'll design, implement, and audit robust process controls across customer service channels to ensure operational excellence and compliance with industry standards. Your expertise will directly enhance customer satisfaction by optimizing service delivery workflows, reducing resolution times, and implementing quality assurance frameworks. You'll collaborate with cross-functional teams to identify inefficiencies, spearhead continuous improvement initiatives, and develop scalable governance models that adapt to evolving customer needs. This position offers the opportunity to shape the future of customer experience at Southeast Asia's leading travel platform while working in an innovative environment that values data-driven decision making and agile methodologies.
Tanggung Jawab
- Develop and maintain comprehensive process controls for customer operations across all service channels
- Conduct regular audits to ensure compliance with quality standards and identify improvement opportunities
- Analyze customer journey metrics to pinpoint bottlenecks and design optimization solutions
- Lead cross-functional teams in implementing continuous improvement methodologies (Lean/Six Sigma)
- Create governance frameworks for service quality assurance and performance monitoring
- Document processes and establish training programs for operational excellence
- Collaborate with product teams to integrate customer feedback into service enhancements
Kualifikasi
- Bachelor's degree in Business, Engineering, or related field; Master's preferred
- 5+ years experience in process improvement, quality management, or customer operations
- Proven expertise in developing and implementing process controls and governance frameworks
- Strong analytical skills with ability to interpret complex operational data
- Certification in Lean, Six Sigma, or other continuous improvement methodologies
- Experience with process mapping tools and quality management software
- Excellent leadership skills with ability to influence stakeholders across departments