About Agoda
At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.
Get to Know our Team
Agoda’s Customer Experience Group (“CEG”) provides operational support to our customers and partners across the globe. CEG is one of the biggest teams in Agoda, consisting of customer support specialists covering 38 languages, project managers, analysts, and L&D specialists.
Operational Excellence and Automation (OEA) is a part of CEG’s Global Service Vertical. Our team is comprised of project managers from diverse backgrounds across process improvement, analytics, management consulting, customer service, and operations.
We collaborate with multiple teams and stakeholders such as Customer Support Operations, Analytics, Product, and People teams to identify, prioritize, and deliver initiatives that improve Customer Experience (CX) and efficiency.
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.
The Opportunity:
We are seeking a highly motivated and experienced Customer Experience Associate Project Manager / Project Manager with a strong focus on innovating and optimizing our internal products and processes.
In this role, you will get to:
- Identify Process, Product and CX Improvements: Develop data-driven solutions to enhance customer outcomes and internal operations/products.
- Manage projects: Take ownership of end-to-end projects or multiple business processes within CEG (global coverage) by collaborating closely with Customer Support Operations and other Project Management teams.
- Act as a Subject Matter Expert: Become an SME in internal procedure handling, providing consultancy to other teams on implementing new initiatives, and working with cross-functional teams to launch innovative solutions.
- Manage Product/Tool Launches: Lead User Acceptance Testing (UAT) with selected teams and launch new processes/tools globally. Work closely with Product Management/Engineering/Tech to improve the tool for end users.
- Evaluate Feedback and Data: Analyze internal and external feedback to identify trends and opportunities for improvement. Be comfortable with numbers with ability to size impact of solutions and defining analysis structure.
- Align stakeholders: Ensure CEG readiness and align stakeholders to support Agoda’s customer experience transformation by collaborating with various functions within Agoda (Product, Supply, Finance, Compliance, Legal, etc.).
- Identify and Solve Problems: Use data and collaboration to identify problems and opportunities, proposing project ideas and solutions to improve processes and address user pain points.
- Drive continuous improvement: Oversee project progress, coordinate different workstreams + BAU processes, identify risks, troubleshoot issues, and propose mitigation plans. Evaluate project outcomes, gather feedback, and drive continuous improvement efforts.
- Enhance Team Culture: Contribute positively to a culture of continuous improvement, teamwork, and enabling others' success.
What You’ll Need to Succeed:
- 3+ years of experience in project/program management, management consulting, finance, or data-heavy operations.
- Analytical and able to define analysis structure and interpret data. Proficient in rational decision making based on data, facts, and logical reasoning.
- Excellent organization capabilities, including the ability to initiate tasks independently and see them through to completion.
- Excellent attention to detail, ability to independently review and map current state and future state processes in detail. Pro-actively identify solutions that are aligned with stakeholders backed up by relevant data points.
- Proficient in analyzing business challenges, considering trade-offs between different metrics/priorities, and communicating actionable recommendations to business leaders, adapting message to different stakeholders.
- A growth mindset and positive attitude: pro-active, hands-on, switched-on, detail-oriented, strong sense of ownership, data driven, experimentation oriented.
- Comfortable working with uncertainty and experimentation in a high-velocity, dynamic, multicultural environment.
- Strong communication skills, both verbal and written, in English, with the ability to adjust your style to suit different perspectives and seniority levels.
- Professional experience in Microsoft Office tools (e.g. Excel, Word, and PowerPoint). Skills in SQL/Tableau or similar analytical tools.
What we offer
- Competitive compensation package(relocation support and visa support provided for successful overseas candidates)
- Exciting, high impact career opportunity with a major global OTA including moves between teams and global locations. You will be interacting with departmental senior leadership team regularly
- Dynamic and multinational Tech environment with colleagues of diverse educational and professional background
- Continuous learning and development opportunities through corporate learning programs
- We offer hybrid work model, combining in-office collaboration with flexible remote working
- Modern office space and convenient location at the heart of Bangkok metropolitan
Discover more about working at Agoda
Equal Opportunity Employer
At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.
We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.
Disclaimer
We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.
