Project Manager / Associate Project Manager for Flight Customer Support, Agoda Customer Experience Group

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Bangkok, Thailand

About Agoda 

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Agoda is one of the world’s fastest growing online travel booking platforms. From its beginnings as an e-commerce start-up based in Singapore in 2005, Agoda has grown to offer a global network of 2 million properties in more than 200 countries and territories worldwide. It provides travelers with easy access to a wide choice of luxury and budget hotels, apartments, homes, and villas to suit all budgets and travel occasions. 

Headquartered in Singapore, Agoda is part of Booking Holdings (Nasdaq: BKNG) and employs more than 5,000 staff in more than 30 countries. Agoda.com and the Agoda mobile app are available in 38 languages. 

In every department – from engineering to customer experience – Agoda provides an environment rich with creativity, collaboration, and experimentation, and the tools to work faster and smarter than almost anyone out there. 

Agoda has a network of over 1 million accommodation options worldwide. Our web and mobile products provide a first-rate reservation service in 38 languages that uniquely combines local knowledge and local connections to provide the best deals for business and leisure travelers. Agoda employs over 4,000 professionals from 70 nationalities in locations around the globe. In every department – from engineering to customer experience – we provide an environment rich with creativity, collaboration, and experimentation, and the tools to work faster and smarter. 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. 

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

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 Opportunity:

This Project Manager / Associate Project Manager – Strategic Projects and Partnerships role is responsible for the management of projects & areas of responsibilities in the Customer Experience Group (CEG) aiming at supporting successfully new business initiatives, improving and maintaining efficiency and effectiveness of processes, and leading change in order to support CEG’s customer satisfaction strategy, tactics and service leading to ongoing customer experience  improvements for Agoda’s customers in Agoda’s vibrant multilingual Customer Experience group.

In this role, you will get to:

  • Own from end-to-end projects, or a collection of projects / areas of business, in CEG (global coverage)
  • Initiate, plan, and drive projects aiming at improving CEG efficiency and supporting Agoda business: success of strategic projects (new products for CEG, new business initiatives), partnerships with suppliers and distributors
  • Ensure CEG readiness to support Agoda’s new business initiatives by working with other teams in CEG as well as different functions within Agoda (Product, Marketing, Strategic Partnership, Partner Services, Finance, Legal, etc.)
  • Identify problems and opportunities, based on data and by working with others, to improve critical operational metrics and propose project ideas/solutions
  • Design project plan and work with stakeholders to gain buy-in and commitment
  • Work closely with Product Management / Technology teams to design appropriate solutions, configure systems, support testing, rollout, analyze results, and ensure usage and impact of new customer-facing and agent-facing tools
  • Translate, improve, and encode existing process flows on the agent interface software using low-code products, or utilizing pieces of pre-defined code and logic statements.
  • This is a hands-on role where you often have to build on a low-code/simplified JavaScript tool and/or conduct many of your own data analyses (primarily SQL, Metabase, & Tableau)
  • Ensure constant communication and collaboration between project teams and other stakeholders at regular intervals
  • Support large-scale communication for our geographically dispersed team to ensure broad understanding of the project rationale, progress, and impact
  • Drive, implement, and manage change in the organization 
  • Ensure timely progress and achievement of project milestones and goals by coordinating different workstreams, identifying risks, troubleshooting, and proposing mitigation plans. Act at all times as the ultimate owner of the project
  • Analyze project outcome & impact, collect feedback, and drive continuous improvement
  • Work collaboratively with others, contribute as thought partners, and support others’ projects, enabling others’ success
  • Positively contribute to our team’s culture: continuous improvement, deliver better together, and enable others’ success
  • Set your team’s long-term vision, strategy, and short-term goals to drive maximize impact. Be accountable for your team’s outcomes  
  • Build talent and capability in the team. Support team members’ development through coaching and feedback

What You’ll Need to Succeed:

  • At least, 2-4 years of work experience for Assistant Project Manager level & 5-10 years of experience for Project Manager level in project management, strategy, operations, management consulting, and/or investment banking with extensive team management experience (preferably a team of people managers & individual contributors)
  • Proven track record of developing and implementing plans to achieve business goals and objectives with clear and tangible metrics
  • Ability to analyze business challenges with a data-driven approach and communicate actionable recommendations to business leaders
  • Problem solving and structuring skills
  • A growth mindset and positive attitude: pro-active, hands-on, switched-on, detail-oriented, strong sense of ownership, data driven, experimentation oriented
  • Analytical and comfortable with numbers. Can define the analysis structure, interpret data, and think on your feet
  • Solid experience in project/stakeholder management, process improvement, planning, and performance management
  • Strong communication and presentation skills (English)
  • Ability to work well with and influence stakeholders at all levels
  • Ability to adapt your working style to different situations
  • Ability to work in a fast-paced, dynamic, multicultural environment
  • Eagerness to pitch new ideas, take initiatives, and look for opportunities for improvements
  • Intellectual curiosity
  • Comfortable working with uncertainty and experimentation in a high-velocity environment
  • Ability to work on technical projects with Product Management Team
  • Attention to detail and ability to ask the right questions to ensure speed and accuracy
  • Familiar with operational process configuration tools, e.g., MS Visio, agent guidance software, low-code development, basic computer programming
  • Professional experience in Microsoft Office tools (e.g. Excel, Word, and PowerPoint). Skills in SQL/Tableau will be useful

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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.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.

Discover Bangkok

Agoda Careers - Bangkok Our operating headquarters are based in the Thai capital of Bangkok, where we employ over 2,000 people from around the globe. While it’s 30°C+ outside, Agodans don’t sweat, knowing they have the coolest jobs out there. If you’re successful at getting a role based in Bangkok, we’ll provide relocation support for you and your family to help you move and settle into your new environment. Read More

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