Director of Operations Excellence - Bali, Indonesia

Join Transcom as a Director of Operations Excellence in the vibrant heart of Bali, Indonesia. This is a unique opportunity to lead and transform our customer service operations, driving efficiency, innovation, and world-class service delivery across our dynamic team in Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, and Badung.

As the Director of Operations Excellence, you will be responsible for overseeing the end-to-end customer service journey, from initial contact to post-interaction analysis. You will work closely with cross-functional teams to implement best practices, streamline processes, and enhance customer satisfaction. This role offers the chance to make a significant impact on our operations, leveraging your strategic vision and leadership skills to set new benchmarks in service excellence.

At Transcom, we are committed to fostering a culture of continuous improvement and innovation. We provide a supportive and collaborative environment where your ideas and contributions are valued. Join us and be part of a team that is dedicated to delivering exceptional service and driving operational excellence in Bali's dynamic hospitality industry.

📋 Tanggung Jawab Pekerjaan

• Oversee the end-to-end customer service journey, ensuring seamless and efficient operations.
• Lead and mentor a team of operations professionals, fostering a culture of excellence and continuous improvement.
• Implement and monitor key performance indicators (KPIs) to measure and enhance service quality.
• Collaborate with cross-functional teams to streamline processes and improve operational efficiency.
• Drive innovation in customer service delivery, leveraging the latest tools and technologies.
• Ensure compliance with industry regulations and best practices in customer service.
• Develop and execute strategic initiatives to enhance customer satisfaction and loyalty.
• Provide strategic leadership and guidance to the operations team, aligning their efforts with the overall business objectives.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 10+ years of experience in operations management, customer service, or a similar role in the hospitality or service industry.
• Proven track record of leading and transforming customer service operations.
• Strong leadership and strategic thinking skills, with the ability to drive innovation and continuous improvement.
• Excellent communication and interpersonal skills, with the ability to inspire and motivate teams.
• Proficiency in using operations management software such as ServiceNow, BMC Helix, or similar tools.
• Certification in operations management or a related field is a plus.
• Fluency in English and Bahasa Indonesia is essential.

🛠️ Keahlian

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