Project Manager/Associate Project Manager (commercial focused), Operational Excellence, Partnerships, and Automation, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)

At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great. 

Get to Know our Team:

The Customer Experience Group (CEG) of Agoda effectively serves our customers and partners to ensure satisfying results. This great task is accomplished with the support of our Global Service Vertical team. We serve as the backbone for Customer Experience Group’s global operations. Our team is comprised of project managers, process owners, analysts, and talent management. Together we work nonstop to improve the quality and efficiency of our customer and partner support processes. Working with the Global Service Vertical team is a great opportunity to collaborate with various stakeholders and develop initiatives with our sister companies and external partners all over the world. We are a very data-driven environment, eager to move fast and learn through experimentation. A clear focus on supporting our customers and partners is bolstered by a strong, entrepreneurial culture that enriches us and Agoda’s business performance. 

This role is within the Operational Excellence, Partnerships, and Automation (OEPA team), which is a part of CEG’s Global Service Vertical. 

The Opportunity:
This commercial & partnership focused project management role is responsible for managing global operational excellence projects in the Customer Experience Group (CEG), focusing on (i) process optimization, (ii) operations team’s performance improvement, and (iii) fostering collaboration with internal and external stakeholders. The role emphasizes stakeholder management, partnerships, and driving business outcomes through effective communication and coordination. This is a hybrid role where you might have to build on a low-code/simplified JavaScript tool and/or conduct many of your own data analyses (primarily SQL, Metabase, & Tableau)

In this Role, you’ll get to:

• Learn about and understand core issues affecting the business, identify opportunities for improvement, and develop testable hypotheses to fix the problem.
• Build and maintain strong relationships with internal and external stakeholders to ensure alignment and collaboration across teams.
• Support product initiatives and ensure good coordination and collaboration between the teams in various Agoda departments as well as within the CEG organization to achieve project milestones and goals.
• Lead operational flows analysis aiming at process improvement and implementation of new product improvements.
• Analyze data to ensure that the outputs of processes are achieved; identify key issues and risks, report accordingly to management, and propose solutions to be implemented.
• Ensure constant communication between project teams and other stakeholders.
• Resolve problems through data analysis, provide efficient reporting, and effective communication.
• Work closely with Product Management/Engineering/Tech to ensure tools and processes meet business needs.
• Lead User Acceptance Testing (UAT) with selected teams and launch new processes globally.

What you’ll Need to Succeed:

• 4+ years of experience in project/program management, management consulting, finance, or data-heavy operations.
• Strong stakeholder management and communication skills, with the ability to work with stakeholders at all levels, especially partnering with product managers and technical teams.
• Analytical and able to define analysis structure and interpret data.
• Familiarity with operational process configuration tools, e.g., MS Visio, agent guidance software, or low-code development.
• Programming skills (JavaScript, Python, etc.) are appreciated.
• Proven track record of developing and implementing action plans to achieve business objectives with clear and tangible metrics.
• Comfortable with uncertainty and experimentation.
• Strong English communication skills (additional language is a plus), conceptual ability, and ability to work in a fast-paced, dynamic, multicultural environment.
• Take initiatives and look for opportunities for improvements. Willing to take and give feedback to colleagues.
• Detail-oriented, hands-on with the ability to complete tasks with speed and accuracy.

What we offer:

• Competitive compensation package (relocation support for successful overseas candidates).
• Exciting, high-impact career opportunity including moves between teams and global locations. You will be interacting with departmental senior leadership team regularly.
• Dynamic multinational working environment with colleagues of 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.

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