Job Description

About KlookWe 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?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 assignedWhat 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 mannerStrong 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 productsCustomer-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 opportunitiesStakeholder management and communication skills, including collaboration, leading without authority, and also managing conflictsConfident, highly self-driven, self-motivated and goal-oriented.Fluent in spoken and written English. Fluent Chinese is a plusGlobally minded and comfortable working with people from different cultural backgrounds in a fast-paced environmentLocation:Kuala LumpurKlook 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 (\xe2\x80\x9cAgency\xe2\x80\x9d). 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.

Klook