Manager, Process Excellence

About Klook

We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.
 

Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,700 destinations around the world.
 

Do you share our belief in the wonders of travel? Our international community of over 1,800 employees, based in 30+ locations, certainly do! Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.
 

We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our 6 core values:
 

• Customer First

• Push Boundaries

• Critical Thinking

• Build for Scale

• Less is More

• Win as One

We never settle, and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution? Join us!

About Process Excellence (PEX) Team in CEG

The PEX is the Customer Experience’s (CEG) center of expertise for process design, standardization, and optimization. Its mandate is to deliver efficiency, effectiveness, and scalability by ensuring that business processes are customer-centric, technology-enabled, and aligned with global strategies. 

The team partners with cross functional stakeholders including Operations, Global Customer Experience, Products, Learning & Development, Quality Assurance, and especially R&D:

• To define, document, and standardize processes and procedures (SOPs, frameworks, playbooks)

• To drive continuous improvement through data-driven analysis, observation, and feedback

• To ensure seamless interactive process between end-users (customers, agents) and product owners (Product, R&D)

• To govern process ownership, compliance, and measurement of business impact

What You’ll Do

 The Process Excellence (PEX) Manager is accountable for the management and performance of the global PEX team. This role translates strategic objectives into operational plans and delivers measurable business outcomes through process design, optimization, and innovation.

The PEX Manager will partner closely with R&D team to ensure that customer service tools—including chatbots, AI solutions, automation platforms, and internally developed CRM systems—are designed and implemented with efficient and effective processes. The role bridges technology innovation with customer service operations, ensuring seamless interaction between systems, customer service agents, and customers. The manager also leads the definition of process strategies, priority setting, and operational governance to ensure consistency, compliance, and alignment across global operations.

• Process strategies and operational governance: Define and implement global process strategies on top of business priorities, technology roadmaps, and customer experience goals and establish governance mechanisms to monitor execution, ensure adherence to standards, and adjust priorities as business conditions evolve.

• Process Design & Optimization: Enable PEX team to design, standardize, and improve end-to-end customer experience team’s processes that integrate with CS tools, CRM systems, AI, and automation solutions along with identifying and eliminating process inefficiencies, redundancies, and bottlenecks to deliver efficiency, scalability, compliance, and customer satisfaction.

• Problem Identification by data analysis: Leverage data analytics to identify process inefficiencies, measure effectiveness of automation and processes, and validate ROI of the process changes while enabling PEX team to apply analytics and insights into their process designs and CS tools. 

• Process Innovation together with R&D: As the process innovation champion, translate the emerging technology into process solutions that are grounded in operational realities and eventually to ensure its business effectiveness.

• Stakeholder Collaboration: Partner closely with Operations, R&D, and other internal teams to streamline communication, enhance daily execution, and drive shared accountability.

• Performance governance: Establish governance frameworks for process ownership and its SOPs and track KPI outcomes to measure ROI on process and system changes. 

• People leadership:  Lead, coach, and develop the global Process Excellence team and help them drive their performance according to the strategic objectives by providing actionable roadmaps, deliverables, and performance metrics on top of a culture of continuous improvement.

What You’ll Need

• Strong exposure within a contact center operations and technology integration. 

• Leadership experience managing a cross location team is a plus. 

• Strong understanding of AI, automation, and CRM technology.

• Data-driven decision-making with experience in process analytics and performance measurements.

• Experience in cross functional stakeholder management with effective priority management. 

• Proficiency or enabled in data analytics and process metrics such as interpreting data in dashboards, running comparative analysis, having experience in BI data tools (Looker, Power BI, etc). SQL is a plus

• Ability to thrive in a fast-paced environment.

• Globally-minded and comfortable working with people from different cultural backgrounds and in different time zones.

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.