Senior Executive, Driver And Customer Experience

We're looking for a passionate and highly organized Operations & User Journey S.Executive to join our AirAsia Ride team. This role is at the heart of our customer-facing operations, focusing on ensuring a seamless experience for both our drivers and passengers. You'll manage advance booking operations, handle quick-turnaround queries, and use data to drive improvements, all while providing empathetic support. The ideal candidate is a proactive problem-solver with a meticulous eye for detail. Key ResponsibilitiesOperational Management: Manage advance booking operations, including creating B2B job cards, assigning drivers, and monitoring driver movements to ensure service fulfillment and a minimum of 90% job completion. Customer & Driver Support: Serve as the first point of contact for escalated driver and passenger issues, providing timely and empathetic resolution. Handle quick queries from drivers and customers related to advance bookings and other service matters. Data Analysis & Reporting: Monitor and analyze support tickets, feedback, and service performance to identify trends and areas for improvement. Prepare weekly and monthly reports for management using Google Workspace tools (Docs, Slides, Sheets), with a focus on proficiency in Google Sheets for tracking and analysis. Process Improvement: Develop and maintain standard operating procedures (SOPs) to ensure consistent service delivery. Collaborate with product, operations, and engineering teams to share insights and support feature enhancements. Relationship Building: Develop and maintain strong relationships with both AirAsia Ride drivers and customers.