About The Role
Klook's Car Services team is one of the fastest-growing verticals in the business, connecting millions of travelers with private transfers across Asia-Pacific. As we scale our Private Transfer product, we're looking for a Service Operations specialist who has been in the trenches of ground transportation — someone who knows firsthand how airport pickups actually work, what breaks down at 2am when a flight is delayed, and why drivers sometimes don't show up.
This role sits within the Car Services Planning team and owns the service operations agenda for Private Transfer globally, with a center of gravity in Southeast Asia markets (Thailand, Singapore, Malaysia, Indonesia, Vietnam). The job is fundamentally about being close to the ground — understanding how our suppliers operate, where the real friction points are, and building solutions that work for them as much as for the traveler.
What You'll Do
Get Close to the Ground First
- Spend meaningful time embedded with our supplier network across SEA markets — understanding how they run their fleets, how they handle airport operations, and where their biggest operational pain points are
- Build trust with suppliers as a genuine problem-solving partner. The goal is to understand their constraints well enough to design solutions they'll actually adopt
- Map the operational reality across key markets and identify the structural root causes behind service failures — driver assignment breakdowns, information gaps, surge/late-night surcharge confusion, meet-and-greet failures — and distinguish systemic issues from one-off incidents
Turn Insights into Durable Standards
- Translate on-the-ground learning into service frameworks and operating standards that are practical, supplier-friendly, and scalable across markets
- Own and evolve the Private Transfer SLA framework — treat the SLA as a codification of what good looks like, not a compliance tool. The measure of success is whether service actually improves, not whether documents are signed
- Work closely with local Supply BD teams to drive standard adoption in a way that brings suppliers along, rather than imposing requirements top-down
Drive Visible Service Improvement
- Track service performance trends across the supplier network and surface actionable insights to the Planning team and key stakeholders
- Partner with CEG (Customer Experience Group) to close the loop between customer complaints and supplier behavior change
- Work cross-functionally with Product/R&D on initiatives that require ground-truth operational input — including improving pre-booking information quality (meeting points, vehicle capacity, flight tracking, surcharge transparency) so customers arrive informed and expectations are set correctly
Grow with the Merchant Scoring Program
- Contribute to the rollout of our merchant scoring model, using service performance data to identify which suppliers need support and what kind
What You'll Need
- 3–5 years of experience in service operations, supply operations, or quality management within a ride-hailing, private transfer, or ground transportation platform
- Hands-on familiarity with Southeast Asia airport transfer operations — you understand what actually happens between booking confirmation and passenger dropoff, across multiple market contexts
- Demonstrated ability to work with suppliers or drivers as a genuine partner
- Strong written and spoken English; ability to work cross-functionally with regional and global teams
- Comfortable working in ambiguous, fast-moving environments where the playbook is still being written
- Experience operating across multiple SEA markets simultaneously
- Exposure to service standard development or SLA design from first principles
- Ability to read and analyze operational data independently
- Thai or Bahasa proficiency a plus for Thailand/Indonesia market coverage
Why Us
- The service problem in PAT is real and unsolved. You won't be inheriting a polished playbook — you'll be the one building it, from the ground up
- You'll be working at the most operationally complex moment in the traveler journey: the moment they land in a foreign city and need to get somewhere
- Direct exposure to global strategy — this role interfaces with Planning, Product, Supply, and CEG, with visibility to senior leadership
- SEA-based with genuine regional scope
