Continuous Improvement Lead (Customer Care)

Job 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

Job 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.