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.
The Customer Experience Group (CEG) of Agoda serves our customers and partners to deliver satisfying results. This is accomplished with the support of our Global Service Verticals (GSV) team , the backbone of CEG’s global operations.
This role sits in the B2B Partnerships and Automation team, part of CEG’s Global Service Verticals. The team drives end-to-end customer experience and process improvements, and scales impact through automation, AI, and tooling across customer-facing and agent-facing journeys.
The Opportunity This APM/ PM role owns and leads the project management team for this area: setting direction, raising the delivery bar, and being accountable for the outcomes of the team’s portfolio.
Responsibilities
- Lead the Project Management Team and its Portfolio
- Own the PM team end-to-end: vision, structure, ways of working, hiring, coaching, performance, and succession of project managers.
- Set long-term direction and annual/quarterly OKRs for the team, aligned with CEG and Agoda-wide priorities.
- Own the outcomes of the team’s portfolio of global initiatives , prioritization, quality, impact, risk, and delivery.
- Prioritize and drive work that moves mission-critical metrics: customer satisfaction, service levels, automation quality, productivity, cost efficiency, and employee/agent engagement.
- Ensure CEG project readiness to support Agoda’s new business and product initiatives by working closely with Product, Data, Strategic Partnerships, Finance, Legal, Operations/Support, and other teams.
Drive Automation, AI, and Continuous Innovation
- Identify opportunities to leverage automation, AI, and tooling across customer and agent journeys.
- Partner with Product, Technology, Data, and CEG teams to design, prioritize, and implement solutions.
- Oversee configuration and governance of operational flows and low-code/automation tools.
Shape Process, CX, and Operational Support Improvements
- Lead project work that improves CEG end-to-end processes across the post-booking journey, removing pain points and improving operational performance.
- Own and evolve frameworks and roadmaps for how we continuously improve internal SOPs and related processes.
- Drive strategic project initiatives such as localization support in key growth markets, regulatory work, and operational support and optimization.
Partner, Stakeholder, and Commercial Interface
- Build trusted relationships with senior leaders across CEG, Agoda, Booking Holdings, and other functions.
- Be a primary project counterpart for core partners and commercial stakeholders.
- Present to CEG senior leadership with confidence and minimal supervision.
Requirements
- At least 4 years in project/program management, operations, customer experience, process improvement, strategy, management consulting, or similar.
- Significant people leadership: building and leading a high-performing team of project managers.
- Proven track record of leading complex, cross-functional initiatives from idea to implementation, with clear, measurable business impact.
- Experience working across operational CS / customer support environments is strongly preferred.
What we offer
- Competitive compensation package (relocation support and visa support provided for successful overseas candidates)
- 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.