Plant

Associate Manager/Manager, Operations Excellence

Taipei

R-2137

Associate Manager/Manager, Operations Excellence

  • Taipei

At Klook, we love creating moments of joy. Our platform connects people around the world with experiences that bring a smile to their faces, at a touch of a button. We are a global team of diverse Klookers who push boundaries every day, learn fast with feedback and take ownership to drive the change we want to see. Together, we help each other make the world a more joyful place. Up for the challenge? Join us today!

What you’ll do?

  • Engage various stakeholders across the organization to support cross-functional projects to optimize service delivery and operational processes within CEG.

  • Take ownership and be accountable for technological and process optimization and improvements within Customer Experience Group.

  • Identify areas which require operational improvement and explore automation opportunities, support the design, development and  implementation initiatives on existing processes.

  • Innovate and implement solutions to monitor, analyze and improve the service delivery through measurable metrics and results.

  • Work with operations team on tactical plans to address customer pain points and scale up to ensure permanent fixes are implemented at a strategic level to mitigate and avoid recurrence.


 

What you’ll need?

  • 5 years working experience preferably in industries like travel, ecommerce or tech startups

  • Deep understanding of contact centre and customer experience which includes customer journey mapping, cx matrices and technologies 

  • Strong change management skills with track records of delivering cross-departmental projects 

  • Experience in process design / engineering / optimisation is preferred

  • Strong analytical and project management skills. Excel proficiency highly preferred

  • Fluent in spoken and written English and Chinese. 

  • Eager to work in small team and fast-paced environments

  • A start-up attitude - highly collaborative with an entrepreneurial, roll-up-your sleeves attitude that's not afraid to work independently when required

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

  • Bachelor's degree or Diploma backed by relevant working experience

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.

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