Agoda - Strategic Projects - APM/ PM, White Label, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)
Requirements
• At least 4 years in project/program management, operations, customer experience, process improvement, strategy, management consulting, or similar — with a strong project management core (this is non-negotiable). • Proven track record of leading complex, cross-functional initiatives from idea to implementation, with clear, measurable business impact. • Experience working across operational CS / customer support environments (optimization, process, tooling, quality, or service delivery projects) is strongly preferred. • Experience as a counterpart to commercial or partner stakeholders, with genuine commercial acumen, is highly advantageous. • Experience working closely with Product, Technology, and Data on technical, automation, or AI-focused projects is highly advantageous. • Strong analytical mindset; comfortable with numbers and quantitative problem solving. Able to define analysis structures, interpret data, challenge existing metrics, and make recommendations. • Familiarity with data and analytics tools (e.g. SQL, Tableau, Metabase, or similar) and experience using them to drive decisions. • Comfort working with or overseeing workflow, automation, and agent-guidance tools, and the ability to engage in technical discussions with Product, Engineering, and Data. Coding ability is a plus; willingness to learn is expected. • Exposure to AI/ML-driven solutions in an operational or CX context (e.g. chatbots, routing, classification, quality testing, or decision-support tools) is a strong plus. • Demonstrated experience in process improvement and CX transformation, ideally in operations or customer support environments. • Excellent project and stakeholder management: multiple initiatives in parallel, structured problem-solving, orchestration of cross-functional teams. • Experience defining and driving improvements in KPIs such as CSAT, NPS, SLAs, handle time, productivity, or cost-to-serve. • Leadership, Communication & Ways of Working • Excellent communication and presentation skills in English, with the ability to influence and align stakeholders at all levels, including senior leadership. • Ability to work effectively in a fast-paced, dynamic, multicultural environment; comfortable with ambiguity and experimentation. • Growth mindset: proactive, hands-on, detail-oriented, with a strong sense of ownership and accountability. • Eagerness to pitch new ideas, take initiative, and seek out opportunities for improvement; comfortable giving and receiving feedback. • Comfortable with flexible working hours. This team operates across global time zones (notably Asia and the US, and other Booking Holdings / partner locations). Early or late calls are a normal part of the role, not an exception.
Responsibilities
• Lead the Project Management Team and its Portfolio • Own the PM team end-to-end: vision, structure, ways of working, hiring, coaching, performance, and succession of project managers (and people managers on the team, where applicable). • Set long-term direction and annual/quarterly OKRs for the team, aligned with CEG and Agoda-wide priorities. • Own the outcomes of the team’s portfolio of global initiatives — prioritization, quality, impact, risk, and delivery. • Prioritize and drive work that moves mission-critical metrics: customer satisfaction (e.g. CSAT), service levels, automation quality, productivity, cost efficiency, and employee/agent engagement. • Ensure CEG project readiness to support Agoda’s new business and product initiatives by working closely with Product, Data, Strategic Partnerships, Finance, Legal, Operations/Support, and other teams. • Drive Automation, AI, and Continuous Innovation • Identify opportunities to leverage automation, AI, and tooling across customer and agent journeys (e.g. self-service, workflow automation, AI quality testing, agent guidance). • Partner with Product, Technology, Data, and CEG teams to design, prioritize, and implement solutions — from experimentation through global rollout and impact measurement. • Oversee configuration and governance of operational flows and low-code/automation tools so solutions are robust, scalable, and aligned with CX standards. • Act as a natural innovator: reframe problems, pitch new approaches (tech/AI and non-tech process), and systematically improve how the team and CEG work — not only execute a pre-agreed roadmap. • Shape Process, CX, and Operational Support Improvements • Lead project work that improves CEG end-to-end processes across the post-booking journey, removing pain points and improving operational performance through targeted initiatives and data-driven insight. • Own and evolve frameworks and roadmaps for how we continuously improve internal SOPs and related processes, balancing CX/PX outcomes vs efficiency/cost. • Drive strategic project initiatives such as localization support in key growth markets, regulatory work, and operational (CS) support and optimization — in close partnership with ops and commercial teams, without taking line ownership of those functions. • Define clear problem statements and business cases; prioritize customer and partner pain points against success metrics. • Partner, Stakeholder, and Commercial Interface • Build trusted relationships with senior leaders across CEG, Agoda, Booking Holdings, and other functions; influence priorities and decisions as the owner of this PM team’s agenda. • Be a primary project counterpart for core partners and commercial stakeholders: understand commercial context, surface operable trade-offs, and land cross-functional alignment. • Present to CEG senior leadership with confidence and minimal supervision; act as the go-to person for this team’s domain. • Monitor milestones, risks, and dependencies; troubleshoot issues; implement mitigation — remaining the ultimate owner of the portfolio’s outcomes.
Benefits
• Competitive compensation package (relocation support and visa support provided for successful overseas candidates) • High-impact career opportunity with a major global OTA, including potential moves between teams and global locations. You will interact with departmental senior leadership regularly. • Dynamic, multinational tech environment with colleagues from diverse educational and professional backgrounds. • Continuous learning and development opportunities through corporate learning programs. • Modern office space and convenient location at the heart of Bangkok Metropolitan, Hub of Asia. • Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.
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