Job Description

About the Role

Car Services (Car Rental & Airport Transfers) is one of Klook's fastest-growing verticals. As Service Operations Manager, you own the service quality layer end to end: defining what "good service" means with our Supply team and merchant partners, monitoring whether it actually happens, and working with R&D to build the system capabilities that make it scale, reporting into the Car Services Planning Lead.

Key Responsibilities

Service Standards

Partner with Supply teams and merchants to define and roll out service standards across the booking-to-completion journey — confirmation timeliness, no-show and cancellation handling, on-site pickup, vehicle and driver requirements. Translate customer-facing commitments into enforceable merchant-side obligations, and drive adoption across priority markets.

Process Monitoring & Issue Resolution

Own the day-to-day health of service operations: track fulfillment performance, complaint and negative-review drivers, and refund/compensation cases. Identify recurring failure patterns, run root-cause analysis, and drive corrective actions with Supply, Customer Experience, and merchants until closed. Escalate systemic risks with a clear recommendation, not just a report.

System Capability with R&D

Translate operational pain points into product requirements. Write clear PRD-level inputs, prioritize with R&D and Product, support UAT, and measure post-launch impact. Focus areas include merchant-side order management, automated exception handling, service-level tracking, and operational dashboards.

Data-Driven Analysis

Own the service quality reporting layer. Break metrics down to the most granular level available (market / merchant / airport / product type), benchmark against past performance, peers, and overall portfolio share, and identify what is actually driving a movement rather than describing it. Turn analysis into specific actions with named owners and deadlines.

Requirements

Must-have

• 4+ years in service operations, supply operations, or category operations — ideally in OTA, travel, mobility, or on-demand marketplace businesses
• Strong analytical ability — structures a problem, drills into the right dimensions, and reaches a defensible conclusion from imperfect data. Advanced Excel/Sheets; comfortable working in BI tools (Looker Studio, Tableau, or equivalent) and reading dashboards critically
• Fluent written and spoken English and Mandarin Chinese — daily work involves both regional stakeholders and Greater China merchants
• Demonstrated experience defining service standards or SOPs and driving cross-functional adoption

Nice-to-have

• Experience working with product/engineering teams to ship operational tooling
• Direct exposure to car rental, airport transfer, chauffeur, or ground transportation supply
• Experience managing merchant performance frameworks (scorecards, tiering, penalty/incentive mechanisms)
• Additional language: Japanese, Korean, or Thai
• Experience in a multi-market APAC operating environment

What Success Looks Like

In the first 6 months: a documented, merchant-agreed service standard framework live in at least the top 3 markets; a working service-quality dashboard that the team uses weekly; and at least two system capabilities shipped with R&D that measurably reduce manual exception handling.

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.