Associate Director, White Label, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)

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

Own and lead the project management team within the Customer Experience Group, setting long-term direction and OKRs and delivering outcomes across a portfolio of global initiatives. Drive mission-critical improvements across post-booking customer and agent experiences using automation, AI, and tooling, while leading process optimization initiatives. Partner cross-functionally with Product, Data, Technology, Finance, Legal, and Operations to define business cases, manage risks and dependencies, and ensure measurable impact on CSAT, service levels, productivity, and cost efficiency.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Agoda
Agoda
4 days ago

Associate Director, White Label, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Own and lead the project management team within the Customer Experience Group, setting long-term direction and OKRs and delivering outcomes across a portfolio of global initiatives. Drive mission-critical improvements across post-booking customer and agent experiences using automation, AI, and tooling, while leading process optimization initiatives. Partner cross-functionally with Product, Data, Technology, Finance, Legal, and Operations to define business cases, manage risks and dependencies, and ensure measurable impact on CSAT, service levels, productivity, and cost efficiency.
Location: Bangkok
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Lead the PM team end-to-end, owning vision, structure, ways of working, hiring, coaching, performance, and succession for project managers.
  • •Set long-term direction and annual/quarterly OKRs aligned with CEG and Agoda-wide priorities.
  • •Deliver portfolio outcomes across global initiatives, including prioritization, quality, impact, risk, and delivery against mission-critical metrics (CSAT, service levels, productivity, cost efficiency).
  • •Drive automation, AI, and continuous innovation by partnering with Product, Technology, Data, and CEG teams through experimentation, global rollout, and impact measurement.
  • •Improve post-booking processes across the customer support journey by leading targeted initiatives, defining business cases, and ensuring cross-functional alignment with key stakeholders.

Pay and Benefits

Perks:RelocationLearning Budget

Key Requirements

  • •At least 8–10+ years of experience in project/program management, operations, customer experience, process improvement, strategy, management consulting, or similar with a strong project management core.
  • •Significant people leadership experience building and leading a high-performing team of project managers (including people managers and individual contributors).
  • •Proven track record leading complex, cross-functional initiatives from idea to implementation with measurable business impact.
  • •Experience working across operational customer support environments (optimization, process, tooling, quality, or service delivery projects) is strongly preferred.
  • •Strong analytical skills, including comfort with quantitative problem solving and using analytics tools (e.g., SQL, Tableau, Metabase) to drive decisions.
Experience:8-10 yearsCustomer experienceProcess improvementCustomer supportOperationsAIAnalytics
Skills:LeadershipCommunicationStakeholder managementAnalytical thinkingProblem-solving
Languages:English
Tech Stack:SQLTableauMetabase

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