Description
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.
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.
The Opportunity:
This role is responsible for leading a portfolio of global partner excellence programmes with a focus on complex system support in the Customer Experience Group (CEG), with a focus on: (i) process optimization and PX improvements across the post‑booking partner journey, (ii) automation, AI, and tooling to enhance customer and agent experience, (iii) collaboration with product and commercial teams to drive structural changes and (iv) reduce partner effort and CEG cost‑to‑serve, unlock commercial value from partner support insights.
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
- Shape End‑to‑End Customer & Process Improvements
- Drive Commercial driven Solutions & Insights in Operations
- Lead and Develop a High‑Performing Team
What you’ll Need to Succeed:
- Experience & Background
- Technical & Analytical Skills
- Commercial Excellence, Process, and Delivery Skills
- Leadership, Communication & Ways of Working
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.
- 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.
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