# Associate Director / Principal Project Manager, Partner Excellence, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)

**Company**: Agoda
**Location**: Bangkok
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/agoda/jobs/8110858?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_0f5847f3-496

## Description

This role is within the Partner Excellence team, which is part of Agoda's Customer Experience Group (CEG). The team focuses on driving end-to-end partner experience and process improvements, and scaling impact through automation, AI, and tooling across both partner-facing and agent-facing journeys.

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.

Key responsibilities:

- Lead and own a portfolio of transformational initiatives

- Prioritize, plan, and drive initiatives that improve mission-critical metrics

- Ensure CEG readiness to support Agoda's new business and product initiatives

- Shape end-to-end customer and process improvements

- Drive commercial-driven solutions and insights in operations

- Lead and develop a high-performing team

Requirements:

- At least 8-10+ years of experience in project/program management, strategy & operations, commercial excellence, process improvement, management consulting, or similar fields

- Significant people leadership experience

- Proven track record of leading and influencing complex, cross-functional initiatives

- Experience working closely with Product/Technology/Data teams on technical or automation/AI-focused projects

- Strong analytical mindset and comfort with numbers and quantitative problem solving

- Familiarity with data and analytics tools

- Excellent communication and presentation skills in English

## Skills

### Required
- project management
- strategy
- operations
- commercial excellence
- process improvement
- management consulting
- data analysis
- stakeholder management

### Nice to have
- AI
- automation
- tooling
- SQL
- Tableau
- Metabase
- VBA

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/agoda/jobs/8110858?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)