Project Manager/Associate Project Manager (analytics-focused/technical), Operational Excellence, Partnerships, and Automation, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)

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About AgodaAt 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.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 Vertical team. We serve as the backbone for Customer Experience Group'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. Working with the Global Service Vertical team is a great opportunity to collaborate with various stakeholders and develop initiatives with our sister companies and external partners all over the world. 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.The Opportunity:This role is responsible for managing global operational excellence projects in the Customer Experience Group (CEG), focusing on (i) automation of customer service and support (ii) process optimization, (iii) operations team's performance improvement. This role can serve as a good transition from software engineering/technical field to business, and vice versa.In this Role, you'll get to:Your responsibilities include the following:

Learn about and understand core issues affecting the business, identify opportunities for improvement, and develop testable hypotheses to fix the problem

Support product initiatives and ensure good coordination and collaboration between the teams in various Agoda's departments as well as within the CEG organization to achieve projects milestones and goals

Lead operational flows configuration analysis aiming at processes improvement, automation of activities and implementation of new product improvements

Translate, improve, and encode existing process flows on the agent interface software using low-code products, or utilizing pieces of pre-defined code and logic statements. Note that hands-on encoding (using a tool built on top of JavaScript) can be

60% of work during a certain stage of the project

Lead User Acceptance Testing (UAT) with selected teams and launch new processes globally

Analyze data to ensure that the outputs of processes are achieved; identify key issues and risks, report accordingly to management and propose solutions to be implemented

Ensure constant communication between project teams and other stakeholders

Resolve problems through data analysis, provide efficient reporting and effective communication

Work closely with Product Management/Engineering/Tech to improve the tool for end users

This is a hands-on role where you often have to build on a low-code/simplified JavaScript tool and/or conduct many of your own data analyses (primarily SQL, Metabase, & Tableau)

What you'll Need to Succeed:

4+ years of experience in project/program management, software development, process flow automation development, management consulting, finance, or data-heavy operations

Familiar with operational process configuration tools, e.g., MS Visio, agent guidance software, low-code development, basic computer programming

Able to analyze business challenges with a data-driven approach and communicate actionable recommendations to business leaders.

Analytical and able to define analysis structure and interpret data. Ideally, you have some programming background.

Skilled at statistical software e.g. SQL, VBA, SAAS, Tableau, etc.

Programming skills (JavaScript, Python, etc.)

Comfortable with uncertainty and experimentation

Proven track record of developing and implementing action plans to achieve business objectives with clear and tangible metrics

Strong English communication skills (additional language is a plus), conceptual ability and ability to work with stakeholders at all levels

Experience in project/stakeholder management, process improvement, planning, and performance management

Able to work in a fast-paced, dynamic, multicultural environment

Take initiatives and look for opportunities for improvements. Willing to take and give feedback to colleagues

Detail-oriented, hands-on with the ability to complete tasks with speed and accuracy

What we offer

Competitive compensation package (relocation support for successful overseas candidates)

Exciting, high impact career opportunity including moves between teams and global locations. You will be interacting with departmental senior leadership team regularly.

Dynamic multinational working environment with colleagues of diverse educational and professional background

Continuous learning and development opportunities through corporate learning programs

Modern office space and convenient location at the heart of Bangkok metropolitan

Discover more about working at Agoda

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Equal Opportunity EmployerAt 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 .DisclaimerWe 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.

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