Manager, Service Level Improvement



Taipei City, Taiwan
Posted on Thursday, June 20, 2024

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 2,300 destinations around the world.

Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ 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 core beliefs - Push boundaries, Ask For and Give Feedback, Take Ownership, and Help Each Other.

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?

What you’ll do?
  • Lead & drive commercial and service level performance for travel product verticals globally, ranging from, attractions, tours & activities to mobility vertical.
  • Strategy: Shape the business model and roadmaps for the vertical, from supply to demand to business strategy and technology innovation. Work with regional teams to develop go-to-market strategies for new product verticals.
  • Program Management: Lead initiatives and work with cross functional teams globally to drive vertical performance at scale, such as customer satisfaction, traffic channels, supply coverage, inventory availability, pricing, profitability, costs, content, booking experience etc
  • Product & Technology: work with our product & technology teams to improve exposure, usability and conversion rate of booking processes on Klook’s mobile app, website, and other distribution channels
  • Data Analysis: build metrics and implement mechanisms to monitor and analyze commercial and operational performance
What you’ll need?
  • 5 years of experience in OTA, ecommerce, tech startups, strategy consulting, business analytics, category or brand management, and product management.
  • Experience in travel products such as Attractions & Shows, Tours & Activities, or in-destination Transportation (e.g., railway, bus, ferry) is advantageous.
  • Proven track record of successfully driving cross-departmental projects is preferred.
  • Fluency in both English and Chinese; proficiency in additional languages is a plus.
  • Start-up attitude: Highly collaborative with an entrepreneurial, hands-on approach, capable of working independently when necessary.
  • Globally-minded: Comfortable with diverse cultural backgrounds and different time zones.
  • Effective communicator: Excellent interpersonal skills with the ability to build strong relationships across all levels.
  • Leadership skills: Ability to thrive in a matrix environment within a fast-paced, evolving industry.
  • Analytical mindset: Strong bias for data-driven decisions, skilled in deriving insights from multiple data sources.
  • Sound business judgment: Demonstrated ownership and track record of delivering results.

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.