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