2027 Hiring Pool - Operational Excellence & Automation - Project Management, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)

Agoda
Bangkok
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Leadership","Stakeholder management","Communication","Analytical thinking","Ownership"]

Lead a global portfolio of operational excellence and automation initiatives within the Customer Experience Group, driving measurable improvements in CSAT, service levels, quality, productivity, cost efficiency, and agent engagement. Own end-to-end projects spanning automation/AI and post-booking process optimization, partner with Product/Tech/Data teams for design and rollout, and manage/coach a high-performing team of project managers and experts.

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FursaFursa
Agoda
Agoda
10 hours ago

2027 Hiring Pool - Operational Excellence & Automation - Project Management, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 33 minutes agoStatus: Live

Job Summary

Lead a global portfolio of operational excellence and automation initiatives within the Customer Experience Group, driving measurable improvements in CSAT, service levels, quality, productivity, cost efficiency, and agent engagement. Own end-to-end projects spanning automation/AI and post-booking process optimization, partner with Product/Tech/Data teams for design and rollout, and manage/coach a high-performing team of project managers and experts.
Location: Bangkok
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Own an end-to-end portfolio of global projects and initiatives within CEG spanning automation/AI and process excellence.
  • •Prioritize and drive improvements to customer satisfaction, service levels, automation quality, productivity, cost efficiency, and agent engagement.
  • •Partner with Product Management/Technology/CEG teams to design, implement, and measure solutions from experimentation through global rollout.
  • •Continuously improve CEG end-to-end post-booking processes, evolving SOP frameworks and roadmaps to balance CX/PX outcomes vs. efficiency/cost.
  • •Set team vision and OKRs, lead and coach project managers (and potentially people managers), and manage milestones, risks, and dependencies to ensure outcomes.

Pay and Benefits

Perks:RelocationVisa SupportLearning Budget

Key Requirements

  • •Experience in project/program management, operations, customer experience, process improvement, strategy, management consulting, or similar (from freshers up to 8+ years).
  • •Significant people leadership experience, including building and managing high-performing teams (including people managers and individual contributors).
  • •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.
  • •Strong analytical mindset and familiarity with data/analytics tools such as SQL, Tableau, Metabase, or VBA.
Experience:Customer experienceProcess improvementOperationsAutomationAI/MLCross-functional initiatives
Skills:LeadershipStakeholder managementCommunicationAnalytical thinkingOwnership
Languages:English
Tech Stack:SQLTableauMetabaseVBAMicrosoft ExcelMicrosoft WordMicrosoft PowerPointLow-codeAutomationAI/MLChatbotsRecommendation enginesRoutingClassificationDecision support

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
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