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