Operations Supervisor

Creativity, service-mindedness, and a genuine passion for responsible travel are at the core of all we do at Khiri Travel. We’re real specialists in each of our destinations, living up to our reputation and sharing our passion for discovery. We love what we do and that shows in our team spirit. Dream destinations are our place of work and we take it as our responsibility to care for them and ensure they remain fabulous to visit for generations to come. Our purpose is to make tourism a force for good.

Job Description

The Operations Supervisor plays a crucial role in supporting the Operations Manager in overseeing daily operations, ensuring smooth execution, and delivering excellent customer experiences. This role involves managing and coordinating various operational activities, assisting with problem-solving, and ensuring high standards of service delivery. The Assistant Operations Manager collaborates closely with different teams and contributes to enhancing operational efficiency.

Who we are searching for:

• Deep understanding of Indonesian culture.
• A proactive individual with a sharp intellect, quick thinking, and creative problem-solving skills.
• Experience in Operations and Customer Care in the destination management company (DMC) are more preferable.
• Excellent communication, interpersonal, and social skills.
• Excellent command in spoken and written English.
• At least 4 years of high-level operations experience in a high-paced environment.
• Positive attitude, sincere desire to learn on the job, and open to continuous improvement.
• Responsible team player who can also thrive working independently.

Job Responsibilities

• Support the Operations Manager in overseeing and managing daily operations, including reservations, ticketing, and customer service.
• Assist in monitoring operational performance metrics, identifying areas for improvement, and implementing strategies to enhance efficiency and service quality.
• Work closely with Guides, Drivers, and other field staff to maintain top-tier service delivery, ensuring alignment with company values and standards.
• Assist in conducting customer satisfaction surveys and gathering feedback to identify improvement areas.
• Provide support for VIP and high-end arrivals by ensuring personalized service and helping to manage on-the-ground needs.
• Help manage supplier data entry in collaboration with the Product & Contracting team.
• Coordinate with the Sales and Operations teams across all offices to ensure smooth communication and seamless operations.
• Utilize internal tools and systems to accurately record assignments and update relevant information as needed.
• Assist in addressing and resolving on-the-ground issues for clients, following established procedures.
• Manage and update call log reports, while maintaining regular communication with the Operations Manager in the Lombok office.
• Contribute to periodic customer service reports by analyzing tours, call logs, complaints, and refund data.
• Collaborate with the Product team to provide constructive feedback for continuous experience and service enhancement.

Terms and Conditions:

• Full-time job based in our Bali office.
• A friendly and outgoing team, that celebrates successes frequently.
• Career advancement opportunities in the Khiri Travel organization.
• Strict confidentiality of the Company’s business information.
• Annual discretionary bonus.