Associate Director / Principal Project Manager / Senior Project Manager, Operational Excellence & Automation team, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)

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 7000 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 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 Verticals (GSV) team. We serve as the backbone for CEG’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. 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 and Automation team which is a part of CEG’s Global Service Verticals. The team focuses on driving end‑to‑end customer experience and process improvements and scaling impact through automation AI and tooling across both customer-facing and agent-facing journeys.

The Opportunity

This role is responsible for leading a portfolio of global operational excellence and automation initiatives in the Customer Experience Group (CEG) with a focus on (i) automation AI and tooling to enhance customer and agent experience and (ii) process optimization and CX improvements across the post‑booking customer journey. You will lead a high‑performing team of project managers/experts to drive measurable impact on customer satisfaction efficiency quality and cost. The role combines strategic problem solving hands‑on data-driven execution and strong stakeholder management with both technical (Product/Tech/Data) and non‑technical (Operations/Support/Commercial) teams. In this Role you’ll get to Lead and Own a Portfolio of Transformational Initiatives Own from end‑to‑end a collection of projects and/or areas of business in CEG (global coverage) spanning automation/AI and process excellence initiatives. Prioritize plan and drive initiatives that improve mission‑critical metrics customer satisfaction (e.g. CSAT) service levels automation quality productivity cost efficiency and employee/agent engagement. Ensure CEG readiness to support Agoda’s new business and product initiatives by working closely with Product Engineering Data Marketing Strategic Partnerships Partner Services Finance Legal and other CEG teams. Drive Automation & AI driven solutions Identify opportunities to leverage automation AI and tooling across customer and agent journeys (e.g. self‑service workflow automation AI quality testing). Partner with Product Management / Technology / CEG teams to design prioritize and implement solutions from experimentation and configuration through to global rollout and impact measurement. Oversee the configuration and governance of operational flows and low‑code/automation tools ensuring solutions are robust scalable and aligned with business goals and CX standards. Shape End‑to‑End Customer & Process Improvements Continuously improve CEG end‑to‑end processes across the post‑booking journey to remove pain points and improve operational performance through targeted initiatives and data driven insights. Own and evolve frameworks and roadmaps for how we continuously improve our internal Standard Operating Procedures (SOPs) and related processes balancing CX/PX outcomes vs. efficiency/cost. Drive strategic initiatives across CEG such as improving Localization support in key growth markets regulatory initiatives and partner closely with our commercial teams in order to improve partner/supplier pain points. Define clear problem statements and build business cases to define and prioritize customer/partner pain points and success metrics. Lead and Develop a High‑Performing Team Set long‑term vision strategy and annual/quarterly OKRs for your team aligning with CEG and Agoda-wide priorities. Manage and coach a team of project managers (and potentially people managers) building talent capability and succession within the Operational Excellence and Automation team. Provide structured feedback mentoring and support to enable your team’s growth and to consistently raise the bar for quality and impact. Build trusted relationships with senior leaders and stakeholders across CEG and other functions effectively influencing priorities and decisions. Monitor project milestones identify risks and dependencies troubleshoot issues and implement mitigation plans—acting at all times as the ultimate owner of the portfolio’s outcomes. What you’ll Need to Succeed Experience & Background At least 8–10+ years of experience in project/program management operations customer experience process improvement strategy management consulting or similar fields. Significant people leadership experience including building and managing high‑performing teams (ideally including people managers and individual contributors). Proven track record of leading complex cross‑functional initiatives from idea to implementation with clear measurable business impact. Experience working closely with Product/Technology/Data teams on technical or automation/AI-focused projects is highly advantageous. Technical &

Analytical Skills

Strong analytical mindset comfortable with numbers and quantitative problem solving. Able to define analysis structures interpret data challenge existing metrics and make recommendations. Familiarity with data and analytics tools (e.g. SQL Tableau Metabase VBA or similar) and experience leveraging them to drive decisions. Comfort working with or overseeing workflow / automation / agent guidance tools and the ability to engage in technical discussions with Product/Engineering/Data teams. Coding ability is a plus (you have to be willing to learn) Exposure to AI/ML‑driven solutions in an operational or CX context (e.g. chatbots recommendation engines routing classification or decision support tools) is a strong plus. CX Process and Delivery

Skills

Demonstrated experience in process improvement and CX transformation ideally in operations or customer support environments. Strong project and stakeholder management skills with the ability to manage multiple initiatives in parallel structure complex problems and orchestrate cross‑functional teams. Experience defining and driving improvements in KPIs such as CSAT NPS SLAs handle time productivity or cost‑to‑serve. Leadership Communication & Ways of Working Excellent communication and presentation skills in English with the ability to influence and align stakeholders at all levels including senior leadership. Ability to work effectively in a fast‑paced dynamic multicultural environment comfortable with ambiguity and experimentation in a high‑velocity setting. A growth mindset and positive attitude proactive hands‑on detail‑oriented and with a strong sense of ownership and accountability. Eagerness to pitch new ideas take initiative and seek out opportunities for improvement comfortable giving and receiving feedback. Professional experience with Microsoft Office tools (e.g. Excel Word PowerPoint). Experience with collaboration and project tracking tools is a plus.

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 potential moves between teams and global locations. You will interact with departmental senior leadership regularly. Dynamic multinational tech environment with colleagues from 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 Hub of Asia. Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works. Discover more about working at Agoda Agoda Careers https//careersatagoda.com Facebook https//www.facebook.com/agodacareers/ LinkedIn https//www.linkedin.com/company/agoda YouTube https//www.youtube.com/agodalife 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.