Job Description

HIRING: Control Tower Executive (Booking Operations & Support)
Location: Puchong Office (may relocate to nearby areas)
Employment Type: Permanent / Contract
Shift: Rotational shifts, including weekends

Role Overview
As a Control Tower Executive, you will play a key role in ensuring the smooth execution of advance booking operations within the ride platform. Acting as the central coordination point between drivers, customers, and internal teams, you will monitor bookings in real-time, manage driver assignments, resolve operational issues, and ensure high service fulfillment standards. This role requires strong operational awareness, attention to detail, and the ability to multitask in a fast-paced environment while maintaining excellent communication with both drivers and customers.

Key Responsibilities
Booking Operations & Monitoring
- Manage advance booking operations including job card creation, driver assignment, and booking status updates.
- Monitor bookings in real-time to ensure timely driver allocation and successful trip completion.
- Maintain operational targets, including high job completion rates and minimal cancellations.
- Identify and resolve booking issues such as pending assignments, schedule conflicts, or system errors.Customer & Driver Support
- Act as the primary point of contact for driver and passenger inquiries related to advance bookings.
- Respond to queries via internal communication channels and escalate complex issues to relevant teams.
- Send reminders and updates to drivers and passengers to ensure booking readiness and smooth trip execution.
- Maintain logs of operational incidents and driver support activities.Data Management & Reporting
- Extract and update booking data from operational dashboards and partner portals.
- Maintain accurate live tracking sheets of all bookings, ensuring data cleanliness and removing duplicates.
- Track operational performance metrics and prepare reports using Google Sheets to support operational improvements.
- Analyze trends and highlight insights that can improve booking efficiency and service quality. Process & Cross-Team Collaboration
- Follow established SOPs to ensure consistent and high-quality operational execution.
- Work closely with Operations, Product, and Engineering teams to resolve system or process issues.
- Continuously identify opportunities to improve workflows and operational efficiency.

Skills & Competencies
Operational Mindset
- Ability to understand operational workflows and execute tasks efficiently while maintaining service standards.Communication Skills
- Strong verbal and written communication skills to effectively coordinate with drivers, customers, and internal teams.Time Management & Multitasking
- Capable of managing multiple tasks simultaneously while meeting deadlines in a fast-paced operational environment.Attention to Detail
- Meticulous in monitoring bookings, maintaining data accuracy, and ensuring operational processes are followed correctly.Problem Solving & Resourcefulness
- Able to quickly identify issues and implement practical solutions during live operations.Team Collaboration & Independence
- Works well both independently and as part of a team, taking ownership of tasks while contributing to a collaborative environment.

Qualifications & Requirements
- Malaysian citizens only.
- Junior-level candidates are welcome
- Experience in operations, customer support, or ride-hailing platforms is an added advantage.
- Proficiency in Google Sheets and Google Workspace (formulas, lookups, pivot tables, conditional formatting).
- Strong command of English; additional languages such as Malay, Mandarin, or Tamil are a plus.
- Willing to work rotational shifts and weekends.
- Based in Puchong office, with relocation to nearby area.