Project Manager/Associate Project Manager, 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 6,000+ 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 role is responsible for the management of projects & areas of responsibilities in the Customer Experience Group (CEG) aiming especially to identify improvement opportunities in our end to end customer journeys and leading change in order to support CEG’s customer satisfaction strategy.

In this role, you will get to

  • Own end-to-end projects, or a collection of projects / areas of business, in CEG (global coverage)
  • Initiate, plan, and drive projects aiming at improving the Agoda customer experience
  • Ensure CEG readiness and stakeholder alignment to support Agoda’s customer experience transformation 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
  • Drive, implement, and manage change in the organization through cross functional collaboration and by enabling others’ success
  • 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
  • Positively contribute to our team’s culture: continuous improvement, deliver better together, and enable others’ success

What You’ll Need to Succeed

  • Experience in project management, ideally having worked with areas like customer experience, process improvement, strategy, operations, management consulting
  • 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 work in a fast-paced, dynamic, multicultural environment
  • Comfortable working with uncertainty and experimentation in a high-velocity environment
  • Professional experience in Microsoft Office tools (e.g. Excel, Word, and PowerPoint). Skills in SQL/Tableau will be useful

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

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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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