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Senior Manager - Customer Experience

PT Traveloka Indonesia

Rekruter aktif 7h lalu

Deskripsi Pekerjaan

  • In your day-to-day activities, you will collaborate with cross-functional team, ranging from Flight, accommodation product groups, Customer Service ops and Customer Care Product to ensure making Traveloka users journey to be as effortless as possible, pre- and post-purchase
  • Translate complex customer problems (multi products multi geography with focus in APAC) into opportunities where Traveloka could be one level above the other players and become a platform which could add value to overall customer travel journeys, from using ground transport to go the airport, flying to their favorite destinations, staying and relaxing at a dreamy hotels and going back to their day-to-day lives recharged and refreshed.
  • With Net-Promoter-Score and Customer-Effort-Score as your guide, you will validate if the current strategy implementation is in the right direction and present to the Traveloka senior management with the data-driven recommendation on how to be back on track. There is no playbook for what Traveloka has been doing now, so innovation and creativity are a must.
  • Benchmark and analyze the best players in the market to learn their best practices that make customers tick, identify the gap in the current Traveloka offering and ensure they are prioritized, implemented and measured to ensure Traveloka continues to be the choice platform for customers to relish their travel experience.

Kualifikasi

  • At least a 2-3 years of experience at top tier strategy or management consulting firms with industry exposure or  5-7 years of experience in the multinational technology companies, multinational banks, or a credible and strong track record in building or growing a product with Customer Experience at the core
  • At least a Bachelor's degree in Computer Science, Engineering, Business, Finance, Design, or other technical fields from top local or overseas universities with strong academic results, An MBA is a plus
  • Excellent analytical and problem-solving skills with proven ability to identify root causes from multifaceted problems and be able to recommend solutions to stakeholders and the senior management
  • Team player with solid communication and stakeholder management skills to drive various growth projects 
  • Strong project management skills, with the ability to manage multiple initiatives simultaneously and deliver results within deadlines
  • Customer-obsessed mentality to be always on the lookout of how to optimize customer experience in the app either by benchmarking with the best players, listening to customers’ pain points or from personal, offline experience
  • Travel enthusiast. You should be able to try out and be proud of what your strategy has helped countless customers to really enjoy their travel experience with Traveloka.
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Tentang PT Traveloka Indonesia
Selengkapnya

Join Traveloka, a trailblazing technology company at the forefront of revolutionizing the travel industry. We are on the lookout for a talented and innovative Product Manager to drive excellence in accommodation supply. If you're passionate about shaping the future of travel products and delivering outstanding user experiences, we want to hear from you!

Industri
Online Travel Agent
Lokasi
Jakarta, Indonesia
Ukuran Perusahaan
>100 employees

Budaya

Innovative
We strive to constantly pursue innovation of our products and services
Collaborative
Here, we work together to make the dream work
Fast-Paced
Swift in handling new challenges and producing new ideas to improve
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