Senior Associate Continuous Improvement Manager (Customer Care)

About this role

Job ID: MJ000377About TravelokaTraveloka is Southeast Asia's leading travel and lifestyle super-app. We connect tens of millions of travellers across the region with flights, hotels, experiences, financial services, and more — all from a single platform. Since our founding in 2012, we have expanded to eleven markets, processed billions of dollars in transactions, and built one of the most recognised consumer brands in the region.We move fast because the region demands it. Southeast Asia is young, mobile-first, and growing faster than almost anywhere else on earth. We are not transplanting a Western playbook — we are writing a new one, from scratch, for a market that does not look like anywhere else — and we are calling for people who want to be part of that.About the TeamCustomer Care is where Traveloka's promises to customers get tested at scale — millions of interactions a year across eleven markets, from flight changes and hotel issues to refunds and everything in between. Inside BPO Management, you own the engine room behind that scale: the partner operations that handle our customers across dozens of languages, channels, and time zones. You set the standards, design the workflows, and hold our outsourced teams to the same bar we hold ourselves.This is operations with real leverage. You will shape how partners are selected, ramped, measured, and pushed to improve — balancing cost, quality, and speed while AI reshapes what frontline work even looks like. If you like turning messy, high-volume operations into something fast, measurable, and genuinely good for the traveler, you will have room to do it here.About the JobAs a Principal Analyst / Operations Specialist in Customer Care, you are a domain authority whose work shapes how a meaningful part of our operation performs. You are a senior individual contributor with no direct reports — you deliver through your own expertise, developing the operational plans and processes that others run. You will:Develop and implement operational plans, processes, and service designs for a contact type, channel, or market in line with Customer Care's Must Win Battles, with direct impact on the domain's overall results and performanceOwn complex, high-stakes problems where you must weigh impact across at least two of operational, financial, and human-capital dimensions before you actPropose the inputs and design choices that improve your area, owning the design even where the final go-ahead sits with a manager, and persuade and convince leaders, peers, and BPO partners of your recommendations, bringing the evidence even though decision authority rests elsewhereEnhance existing policies, processes, and products — typically as part of a project team improving your domain — and prove changes before they scaleRun deep root-cause and performance analysis that moves CSAT, NPS, resolution, and cost-to-serveDefine how AI, automation, and self-service should be applied in your domain and pilot the highest-impact ideas before recommending investmentAct as the senior subject-matter authority and escalation point that BPO leads, internal teams, and product rely on, and coach analysts on craft without managing themJob RequirementsYou have at least 8 years of relevant experience.You design and implement operational plans that visibly move a domain's results, working through expertise rather than authority over a teamYou handle the most complex problems and weigh their impact across operations, cost, and peopleYou understand the travel domain (airline, hotel, travel-agent ecosystems) and where its operational risks sitYou persuade leaders, peers, and BPO partners of your recommendations with evidence, even without formal decision rightsYou are deeply data-fluent and comfortable with BI/CRM tools (Tableau, DOMO, Zendesk, Salesforce, and similar)You set the standard for how AI and automation should be adopted in your area and prove it worksYou operate as a principal individual contributor and authority — coaching and mentoring without owning headcount or line managementYou are fluent in English plus a relevant regional language, hold a degree, and bring several years of deep operations expertiseYou communicate and present with clarity and authority to agents, peers, and senior leaders, and write wellYou are COPC-certified and have shaped quality programs to that standardYou have designed the operating model for a new market, channel, or contact type and proven it before scaleYou have delivered a step-change in CSAT/NPS or cost-to-serve through an AI or automation initiative you designedJoin UsIf you have read this far and felt something click — the problem, the scale, the moment — we would like to hear from you.We review every application. If your background is a strong fit, you will hear from us within 5 business days.We are building the kind of company where strong people choose to stay because the work keeps getting bigger and better. If that is what you are looking for, apply.