Associate Director / Senior Project Manager, CX Projects, Customer Experience Group

Get to Know our Team

The Customer Experience Group 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.
The CX Projects & Process Optimization team is a critical part of CEG's Global Service Vertical. We focus on planning and executing projects that enhance our end to end processes, benefiting both our operations teams and customers during their post-booking journeys. Our efforts ultimately lead to increased efficiency and improved customer experience outcomes.

The Opportunity:

This role involves managing projects and areas of responsibility within the Customer Experience Group (CEG). Key objectives include identifying opportunities for process improvements across the entire customer post booking journey and optimizing our internal Standard Operating Procedures (SOPs). Additionally, the role focuses on implementing changes to support CEG’s goals for customer satisfaction and operational efficiency.
In this role, you will get to:

• Manage a collection of Projects: Lead a collection of initiatives within CEG, ensuring global coverage. Ensure timely progress and the achievement of project milestones and goals by coordinating diverse workstreams within the team, identifying risks, troubleshooting, and devising mitigation plans. Assume ownership for prioritization and oversight of all project outcomes within the team.
• Drive Business Metrics: Initiate, plan, and drive projects focused on enhancing operational efficiency, service levels, quality, productivity, cost efficiency, and employee engagement.
• Lead a High-Performing Team: Set both long-term visions and short-term operational targets/OKRs for a team of project managers. Cultivate talent and capability within the team, supporting their development through coaching and feedback. Be accountable for the team’s outcomes. Contribute to a culture of continuous improvement, collective achievement, and mutual support.
• Identify Opportunities for Process Improvement: Utilize data and collaborate with others to pinpoint problems and opportunities. Aim to enhance critical operational metrics such as CSAT, SLAs, efficiency targets, and other internal KPIs. Propose and implement project ideas/solutions. Assess project outcomes and impact to identify continuous improvement opportunities.
• Streamline Procedures: Assume ownership of existing internal standard operating procedures (SOPs) and related processes. Identify and drive opportunities to enhance customer support handling procedures, aligning them with business objectives and customer outcomes.
• Ensure Stakeholder Alignment: Collaborate with various teams within CEG and across other functions at Agoda (Product, Marketing, Strategic Partnership, Partner Services, Finance, Legal, etc.) to support Agoda’s customer experience transformation initiatives.

What You’ll Need to Succeed:

• A minimum of 7+ years in project management, preferably across domains such as customer experience, process improvement, strategy, operations, and management consulting
• Significant team management experience in building up high performing teams, driving talent and coaching team members regularly. Ability to independently establish team priorities/strategy with stakeholders and align on operational targets.
• Proven experience in driving process improvement initiatives within fast-paced environments (preferably in operations or customer support) to enhance outcomes like customer satisfaction, efficiency, or cost reduction.
• Demonstrated ability to develop, implement and coordinate multiple initiatives from scratch to meet business goals and objectives, backed by clear and measurable metrics.
• Ability to analyze business challenges with a data-driven approach and communicate actionable recommendations to business leaders
• Comfortable with numbers with the ability to define analysis structures, interpret data, challenge existing metrics, and think quickly on your feet.
• A growth mindset and positive attitude: pro-active, hands-on, switched-on, detail-oriented, strong sense of ownership, data driven, experimentation oriented
• Excellent communication and presentation skills in English.
• Capable of working effectively with and influencing stakeholders at all levels.
• Ability to work in a fast-paced, dynamic, multicultural environment
• Comfortable working with uncertainty and experimentation in a high-velocity environment
• Eager to pitch new ideas, take initiatives, and seek opportunities for improvements
• Professional experience in Microsoft Office tools (e.g. Excel, Word, and PowerPoint). Analytical skills in SQL/Tableau are highly advantageous

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
• Modern office space and convenient location at the heart of Bangkok Metropolitan, Hub of Asia