Strategy & Operations (customer Service Project)

Job Title

Job Responsibilities:

1. Drive Operational Excellence Projects

Design, manage, and implement high-impact nationwide projects in the area of Customer & Doctor Experience (CXDX).

Ensure projects are delivered on time, aligned with targets, and generate measurable outcomes.

2. Support CX & DX Initiatives

Provide support for ongoing Customer Experience (CX) and Doctor Experience (DX) initiatives.

Maintain service excellence standards and ensure continuous improvements that drive customer satisfaction, retention, and referrals.

3. Monitoring & Reporting

Track project implementation progress, identify risks, and recommend mitigation plans.

Prepare business reports, monitor key metrics (NPS, CSAT, complaint rate, retention), and deliver data-driven improvement recommendations.

4. Stakeholder Collaboration

Collaborate with cross-functional teams (clinics, operations, marketing, doctors, and management) to ensure successful project and initiative outcomes.

Act as the liaison to communicate project status, challenges, and results to both internal and external stakeholders.

Job Requirements:

1. Min 1-3 years experience in project management / CEO office / customer experience / customer support / operations excellence / strategy ops

2. S1 from any major

3. Soft skill: Data-driven, Problem solving, Customer oriented, Good communication, Fast learner / generalist

4. Hard skill: Excel / Google Sheet (min. intermediate), (nice to have) customer journey design