What you’ll do?
- To be the central gatekeeper of product content quality and user experience of Klook’s key products across the world, covering the end-to-end customer journey.
- To lead a high performing content quality team (10 team members), and work with other internal stakeholders (e.g. local business development teams, central business planning teams) to ensure the end-to-end key products operations process is effective and efficient.
- The operations tasks that the team performs include ongoing product content and packages updates, regular quality assurance checks, conducting usability interviews, competitors research, and other tasks that understands and improves overall user purchasing experience on the Klook platform (e.g. use of infographics).
- Be part of the taskforce in driving the overall company’s product content and UX strategy, including product information architecture, product planning, UED, etc, and work with Product and Tech teams to implement the changes.
- To plan and lead other initiatives to improve overall user purchasing experience on the Klook platform at scale (e.g. use of AI)
- Drive actions and make decisions based on the data, to be able to accurately measure, implement, monitor, and learn.
- Complete ad-hoc tasks and projects as assigned
What you will need:
- Bachelor's degree or related field, with over 8+ years of experience in e-commerce / travel industry related to product quality, user experience, operations, etc.
- Solid operations experience, to ensure our key products are managed in a highly efficient manner
- Strong team leadership skills with track record on team/talent management experience (i.e. able to manage a high performing team of 10 people to deliver high quality work and nurture talents)
- Ideally understanding of the key travel products
- Customer-focused, and always seeking what is best for the customer in terms of user experience (i.e. customer obsession mindset), and self-driven to explore new improvement opportunities
- Stakeholder management and communication skills, including collaboration, leading without authority, and also managing conflicts
- Confident, highly self-driven, self-motivated and goal-oriented.
- Fluent in spoken and written English. Fluent Chinese is a plus
- Globally minded and comfortable working with people from different cultural backgrounds in a fast-paced environment
