Assistant Manager, Control Tower

Job Description

About the Role

We are looking for a proactive and customer-focused Assistant Manager, Control Tower to support the day-to-day management of our Customer Experience & Support Operations. This role is critical in ensuring smooth operational performance, efficient issue resolution, and an excellent experience for both drivers and passengers.

You will work closely with cross-functional teams including Operations, Product, Data, Business, and Customer Experience to monitor operational performance, manage escalations, and drive continuous improvements across the customer journey.

The ideal candidate is operationally strong, analytical, highly organized, and passionate about delivering exceptional service in a fast-paced, app-based environment.

Key Responsibilities

Operations & Shift Management
  • Support daily Control Tower operations to ensure smooth service delivery across all shifts.
  • Coordinate shift planning, task delegation, and structured handovers.
  • Monitor staffing coverage and operational readiness throughout the day.
  • Maintain operational trackers and ensure timely escalation of unresolved issues.
  • Ensure compliance with SOPs, operational guidelines, and service standards.
Team Supervision & Support
  • Supervise and guide Control Tower executives and support teams.
  • Provide coaching, mentoring, and operational support to team members.
  • Assist in performance monitoring and continuous team development.
  • Foster a customer-first and high-performance culture.
Driver & Customer Support
  • Work closely with driver and operations teams to resolve operational and performance-related issues.
  • Support partner bookings, VIP handling, and priority service requests.
  • Assist in managing escalated customer and driver cases, disputes, and service disruptions.
Performance Monitoring & Reporting
  • Monitor operational KPIs including response time, resolution rate, CSAT, NPS, and escalation trends.
  • Prepare daily, weekly, and monthly operational reports for management review.
  • Identify operational gaps and recommend improvement initiatives based on data insights.
Process Improvement & Collaboration
  • Collaborate with Product, Data, Business, and Operations teams to improve workflows and customer experience.
  • Support app and process enhancement initiatives through operational feedback and insights.
  • Raise and track Jira tickets for bugs, system issues, and enhancement requests.
  • Contribute to continuous improvement of SOPs and communication processes.
Escalation Management
  • Act as a key escalation point for urgent operational and customer issues.
  • Ensure critical cases are resolved effectively and within agreed timelines.
  • Maintain accurate case documentation and operational logs within the Control Tower system.
Requirements Qualifications & Experience
  • Bachelor’s Degree or equivalent qualification.
  • Minimum 3–5 years of experience in customer service, operations, CRM, or support operations.
  • At least 1–2 years of experience in a supervisory or team lead role preferred.
  • Experience in ride-hailing, e-commerce, logistics, mobility, or app-based industries is an advantage.
Technical Skills
  • Proficient in Google Workspace, especially Google Sheets.
  • Strong analytical and reporting skills with the ability to interpret operational data.
  • Familiarity with Looker Studio or similar dashboard/reporting platforms is an advantage.
  • Experience with Salesforce or similar CRM systems is preferred.
  • Familiarity with Jira or ticketing systems is a plus.
  • Strong presentation and communication skills.
What We’re Looking For
  • Strong customer-first mindset with excellent stakeholder management skills.
  • Proactive, detail-oriented, and highly organized.
  • Strong leadership and team coordination abilities.
  • Excellent problem-solving and decision-making skills.
  • Ability to thrive in a fast-paced operational environment.
  • Passion for operational excellence and continuous improvement.
  • Good understanding of customer journey and app-based user experience.
We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer. Search Firm Representatives - AirAsia does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid writte
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...