Associate Director / Principal Project Manager / Senior Project Manager, Operational Excellence & Automation team, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)

Agoda
Bangkok
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 8+ yearsSkills: ["Leadership","Stakeholder management","Communication","Analytical mindset","Ownership"]

Lead a global portfolio of operational excellence and automation initiatives for the Customer Experience Group (CEG). Own end-to-end projects spanning automation/AI, workflow tooling, and post-booking CX process improvements. Drive measurable impact across CSAT, service levels, productivity, cost efficiency, and employee/agent engagement, while partnering with Product, Engineering, Data, Marketing, and partner-facing teams. Build and coach project management talent, setting vision, OKRs, roadmaps, and governance for scalable execution.

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FursaFursa
Agoda
Agoda
2 days ago

Associate Director / Principal Project Manager / Senior Project Manager, Operational Excellence & Automation team, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)

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Job Summary

Lead a global portfolio of operational excellence and automation initiatives for the Customer Experience Group (CEG). Own end-to-end projects spanning automation/AI, workflow tooling, and post-booking CX process improvements. Drive measurable impact across CSAT, service levels, productivity, cost efficiency, and employee/agent engagement, while partnering with Product, Engineering, Data, Marketing, and partner-facing teams. Build and coach project management talent, setting vision, OKRs, roadmaps, and governance for scalable execution.
Location: Bangkok
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Own an end-to-end portfolio of global operational excellence and automation initiatives for CEG across automation/AI and process improvement.
  • •Prioritize, plan, and drive initiatives to improve customer satisfaction, service levels, productivity, cost efficiency, and engagement metrics.
  • •Partner with Product/Technology/Data and other CEG and cross-functional teams to design, implement, and roll out automation/AI solutions and measure impact.
  • •Continuously evolve post-booking customer and internal operational processes, including SOP frameworks, roadmaps, and governance for automation/low-code tools.
  • •Set vision and OKRs for a team, manage risks/dependencies, monitor milestones, and coach project managers to raise quality and impact.

Pay and Benefits

Perks:RelocationVisa SupportLearning Budget

Key Requirements

  • •At least 8–10+ years of experience in project/program management, operations, customer experience, process improvement, strategy, or management consulting.
  • •Significant people leadership experience building and managing high-performing teams, ideally including people managers.
  • •Proven track record leading complex cross-functional initiatives from idea to implementation with measurable business impact.
  • •Experience partnering with Product/Technology/Data teams on technical or automation/AI-focused projects.
  • •Comfort with data-driven problem solving and familiarity with tools such as SQL and analytics platforms (e.g., Tableau, Metabase).
Experience:8+ yearsCustomer experienceOperationsProcess improvementAutomationAI/MLCross-functional programsCustomer support
Skills:LeadershipStakeholder managementCommunicationAnalytical mindsetOwnership
Languages:English
Tech Stack:SQLTableauMetabaseVBAExcelWordPowerPointMicrosoft Office

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Agoda
Agoda operates a global online travel booking platform offering hotels, vacation rentals, flights, and other travel services. It provides price comparison, deals, and booking management for leisure and business travelers worldwide.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Singapore, Singapore
Founded: 2005
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn