Job Description

Job ID: MJ000238

Responsibilities

System & Tool Excellence: You will drive the development of knowledge systems, tools, and recommendation models for business processes, products, and customer environments either by providing direct project leadership or supervising a service assurance team.
Process Improvement & Scaling: You will spearhead process optimization initiatives to drive operational excellence, delivering measurable improvements in core KPIs like resolution time, contact rate, and Net Promoter Scores (NPS).
Process Control & Governance: You will develop, manage, and audit internal process controls across customer operations to maintain strict governance, provide feedback for improvements, and lead investigations when anomalies or fraud are suspected.
Cross-Functional Collaboration: You will act as a key liaison with Marketing, Product, Finance, and Risk teams to strengthen operational recovery processes, support daily multi-product operations, and optimize cost efficiency.
Crisis & Incident Support: You will support cross-functional recovery processes during mid-impact operational crises or incidents, assisting with swift risk mitigation and resolution under minimal supervision.
Develop and manage procedures to achieve targeted performance metrics and scorecards.
Perform internal monitoring reviews to ensure operations comply with applicable rules, regulations, and policies & procedures

Requirements

You hold a Bachelor's degree in Computer Science, Engineering, Business, Finance, Design, or a related technical field from a top university, with an MBA being a plus.
You bring minimum 5 years of experience at a top-tier strategy/management consulting firm, or a multinational tech firm with a strong track record of building products centered around customer experience.
You possess excellent analytical skills, with a proven ability to identify root causes of complex problems and recommend data-driven solutions to senior management.
You are a collaborative team player with strong project management skills, capable of driving multiple growth initiatives simultaneously and hitting deadlines.
You are deeply customer-obsessed, constantly looking for ways to optimize the in-app experience by analyzing customer pain points, benchmarking competitors, and mapping user journeys.
You are a travel enthusiast who takes pride in developing strategies that directly improve and elevate the real-world travel experiences of countless customers.

Continuous Improvement Lead (Customer Care)