Senior Project Manager, Operational Excellence, Partnerships and Automation at Agoda

Bangkok, , Thailand -

Full Time

Start Date

Immediate

Expiry Date

14 Jan, 26

Salary

0.0

Posted On

16 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Yes

Skills

Project Management, Stakeholder Management, Process Improvement, Data Analysis, SQL, Communication, Presentation Skills, Problem Solving, Analytical Skills, Team Management, Performance Management, Adaptability, Growth Mindset, Technical Project Management, Attention to Detail, Microsoft Office

Industry

Software Development

Description

About Agoda Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world. Our Purpose - Bridging the World Through Travel We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness. We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone. At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great. 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. This role is within the Operational Excellence, Partnerships, and Automation (OEPA team), which is a part of CEG’s Global Service Vertical. The Opportunity: This role is responsible for managing global operational excellence projects in the Customer Experience Group (CEG), focusing on (i) process optimization, (ii) operations team’s performance improvement, and (iii) fostering collaboration with internal and external stakeholders. The role emphasizes stakeholder management, partnerships, and driving business outcomes through effective communication and coordination. It's a hands-on role wherein you will need to conduct many of your own data analyses (primarily SQL, Metabase, & Tableau). In this role, you will get to: Own from end-to-end projects, or a collection of projects / areas of business, in CEG (global coverage) Initiate, plan, and drive projects aiming at improving our mission-critical metrics: operational efficiency, service levels, quality, productivity, cost efficiency, and people engagement Ensure CEG readiness to support Agoda's new business initiatives by working with other teams in CEG as well as different functions within Agoda (Product, Marketing, Strategic Partnership, Partner Services, Finance, Legal, etc.) Identify problems and opportunities, based on data and by working with others, to improve critical operational metrics and propose project ideas/solutions Design project plan and work with stakeholders to gain buy-in and commitment Work closely with Product Management / Technology teams to design appropriate solutions, configure systems, support testing, rollout, analyze results, and ensure usage and impact of new customer-facing and agent-facing tools Ensure constant communication and calibration between project teams and other stakeholders at regular intervals Support large-scale communication for our geographically dispersed team to ensure broad understanding of the project rationale, progress, and impact Drive, implement, and manage change in the organization Ensure timely progress and achievement of project milestones and goals by coordinating different workstreams, identifying risks, troubleshooting, and proposing mitigation plans. Act at all times as the ultimate owner of the project Analyze project outcome & impact, collect feedback, and drive continuous improvement Work collaboratively with others, contribute as thought partners, and support others' projects, enabling others' success Set your team's long-term vision, strategy, and short-term goals to drive maximize impact. Be accountable for your team's outcomes Positively contribute to our team's culture: continuous improvement, deliver better together, and enable others' success Build talent and capability in the team. Support team members' development through coaching and feedback The ideal candidate has: At least 8-10 years of experience in project management, strategy, operations, management consulting, and/or investment banking with team management experience (preferably a team of people managers & individual contributors) Proven track record of developing and implementing plans to achieve business goals and objectives with clear and tangible metrics Ability to analyze business challenges with a data-driven approach and communicate actionable recommendations to business leaders Problem solving and structuring skills Analytical and comfortable with numbers. Can define the analysis structure, interpret data, and think on your feet Solid experience in project/stakeholder management, process improvement, planning, and performance management Strong communication and presentation skills (English) Ability to work well with and influence stakeholders at all levels Ability to adapt your working style to different situations Ability to work in a fast-paced, dynamic, multicultural environment A growth mindset and positive attitude Eagerness to pitch new ideas, take initiatives, and look for opportunities for improvements Intellectual curiosity Comfortable working with uncertainty and experimentation in a high-velocity environment Ability to work on technical projects with Product Management Team Attention to detail and ability to ask the right questions to ensure speed and accuracy Professional experience in Microsoft Office tools (e.g. Excel, Word, and PowerPoint) Skills in SQL/Python/R/VBA Discover more about working at Agoda Agoda Careers https://careersatagoda.com Facebook https://www.facebook.com/agodacareers/ LinkedIn https://www.linkedin.com/company/agoda YouTube https://www.youtube.com/agodalife Equal Opportunity Employer At 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 privacy policy. Disclaimer We 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.

Responsibilities

The role is responsible for managing global operational excellence projects in the Customer Experience Group, focusing on process optimization and performance improvement. It involves stakeholder management and driving business outcomes through effective communication and coordination.