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

Agoda
Bangkok
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 8-10 yearsSkills: ["Leadership","Stakeholder management","Communication","Analytical mindset","Ownership"]

Lead a global portfolio of Partner Excellence initiatives within the Customer Experience Group, improving post-booking partner processes and PX outcomes through process optimization, automation, AI, and tooling. Own end-to-end projects and business cases that target partner satisfaction, service levels, productivity, cost-to-serve, and readiness for new product and business initiatives. Manage and coach project managers while partnering cross-functionally across Product, Engineering, Data, Marketing, and commercial teams.

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FursaFursa
Agoda
Agoda
1 month ago

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

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Last checked: 9 hours agoStatus: Live

Job Summary

Lead a global portfolio of Partner Excellence initiatives within the Customer Experience Group, improving post-booking partner processes and PX outcomes through process optimization, automation, AI, and tooling. Own end-to-end projects and business cases that target partner satisfaction, service levels, productivity, cost-to-serve, and readiness for new product and business initiatives. Manage and coach project managers while partnering cross-functionally across Product, Engineering, Data, Marketing, and commercial teams.
Location: Bangkok
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead and own an end-to-end portfolio of transformational initiatives across CEG, spanning commercial enablement and process excellence.
  • •Prioritize, plan, and drive improvements to partner satisfaction, service levels, automation quality, productivity, cost efficiency, and employee/agent engagement.
  • •Shape end-to-end post-booking process improvements by defining problem statements, business cases, frameworks, and roadmaps for SOPs and related processes.
  • •Partner with Product/Technology/CEG teams to design, implement, and roll out solutions, measuring global impact and addressing complex systems support in growth markets.
  • •Set team vision and OKRs, manage and coach project managers, monitor milestones, manage risks/dependencies, and act as ultimate owner of portfolio outcomes.

Pay and Benefits

Perks:RelocationVisa Support

Key Requirements

  • •8–10+ years of experience in project/program management, strategy & operations, commercial excellence, process improvement, management consulting, or similar fields.
  • •Significant people leadership experience, including building and managing high-performing teams (ideally including people managers).
  • •Proven track record leading cross-functional initiatives from idea to implementation with measurable business impact.
  • •Experience working closely with Product/Technology/Data teams on technical or automation/AI-focused projects is highly advantageous.
  • •Comfort with data/analytics tools (e.g., SQL, Tableau, Metabase, VBA) and strong analytical problem-solving to define metrics and recommendations.
Experience:8-10 yearsCustomer supportOperationsCommercial excellenceProcess improvementAI/MLAutomationCross-functional
Skills:LeadershipStakeholder managementCommunicationAnalytical mindsetOwnership
Languages:English
Tech Stack:SQLTableauMetabaseVBAMicrosoft OfficeExcelWordPowerPointChatbotsRecommendation enginesRoutingClassification

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
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