Job Description / Requirements
ABOUT THE POSITION
The Head of Customer Operations has the ultimate responsibility of delivering excellent service to the company’s customers in line with the company’s expected standards. The scope of the service delivery includes the people management, staffing, team organization, policy / process definition, tool adoption, and vendor management. This individual will manage the local team and work with the Customer Experience team as well as incorporating relevant practices to improve customer satisfaction.

RESPONSIBILITIES
• Manage the Customer Operations Team including the in-house teams as well as third-party service providers.
• Define policies to manage performance of the related teams aiming to maximize customer experience.
• Regularly report on team performance to upper management and propose methods for filling gaps.
• Continuously audit customer operations procedures, staffing, and tools with the aim of filling gaps and continuously optimizing processes to provide excellent customer services.
• Support and partner with the Customer Experience team to identify weaknesses, implement improvement initiatives, and monitor results to enhance overall customer experience.
• Localize operational procedures in support of expectations of the market’s customers.
• Identify and propose new tools to the Customer Experience team to help improve the customer experience.
• Build and motivate a team of managers and agents, including mentorship and guidance
• Develop training and career development guidelines for Customer Operations team.
• Define working arrangement between departments in the local office, and between the local office and other locales.

REQUIREMENTS
• 10+ Years in Operations leadership experience directing large teams, with an end-to-end view of the customer engagement process.
• Experience managing inbound call centers with 24×7 operation required.
• Expertise in Call Center best practices, dimensioning, and performance target definition.
• Familiarity with call center technology design, various CRM tools, and best practices is a plus
• Familiarity with travel industry or services business customer support is a plus
• Experienced leading process audits and the implementation of improvement recommendations.

How to Apply
You may email your resume at brian.virrey@traveloka.com