Manager, Private Transfer Service Operations

About the Role

Klook's Car Services team is scaling the Private Transfer product across Asia-Pacific. This role sits within the Car Services Planning team and owns the service operations agenda for Private Transfer globally, with a centre of gravity in Southeast Asia markets (Thailand, Singapore, Malaysia, Indonesia, Vietnam). The job focuses on being close to the ground — understanding supplier operations, identifying friction points, and building practical solutions for suppliers and travellers.

Responsibilities

• Spend time embedded with supplier networks across SEA to understand fleet operations, airport handling, and operational pain points.
• Build trust with suppliers and work as a problem-solving partner to design adoptable solutions.
• Map operational realities across key markets and identify root causes behind service failures (driver assignment breakdowns, information gaps, surcharge confusion, meet-and-greet failures).
• Translate on-the-ground learning into service frameworks and operating standards that are practical and scalable across markets.
• Own and evolve the Private Transfer SLA framework, focusing on improving service (not just compliance).
• Work with local Supply BD teams to drive standard adoption in a collaborative way.
• Track service performance trends, surface actionable insights, and partner with Customer Experience Group to close the loop between complaints and supplier behavior change.
• Collaborate with Product/R&D to provide operational input for improvements to pre-booking information (meeting points, vehicle capacity, flight tracking, surcharge transparency).
• Contribute to rollout of merchant scoring model, using service performance data to identify suppliers needing support.

Qualifications

• 3–5 years' 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 and the end-to-end process between booking confirmation and passenger dropoff across multiple markets.
• Demonstrated ability to work with suppliers or drivers as a genuine partner.
• 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.
• Strong written and spoken English; ability to work cross-functionally with regional and global teams.
• Comfortable working in ambiguous, fast-moving environments.
• Thai or Bahasa proficiency a plus for Thailand/Indonesia market coverage.

Benefits

• Opportunity to build the Private Transfer playbook from the ground up.
• Work at a highly operationally complex moment in the traveller journey with direct exposure to global strategy and senior leadership.
• SEA-based role with genuine regional scope and cross-functional collaboration with Planning, Product, Supply, and CEG.