Strategic Projects - APM/ PM, White Label, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)

Get to Know our Team

The Customer Experience Group (CEG) of Agoda serves our customers and partners to deliver satisfying results. This is accomplished with the support of our Global Service Verticals (GSV) team — the backbone of CEG’s global operations. Our team includes project managers, process owners, analysts, and talent management. Together we improve the quality and efficiency of our customer and partner support processes.

We are a 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 sits in the White Label, part of CEG’s Global Service Verticals. The team drives end-to-end customer experience and process improvements, and scales impact through automation, AI, and tooling across customer-facing and agent-facing journeys.

The Opportunity:  

We are seeking a highly motivated and experienced Customer Experience Associate Project Manager / Project Manager with a strong focus on innovating and optimizing our internal products and processes.  

In this role, you will get to:  

• Manage projects: Take ownership of end-to-end projects or multiple business processes within CEG (global coverage). Projects could be diverse, building agent-facing platforms that are used by thousands of Agoda agents every day to serve customers to defining the Localization strategy for CEG in key markets so our customer and partner experience is locally competitive.
  
  
• Act as a Subject Matter Expert: Generate ideas/shape the problem into clear roadmaps and measurable outcomes (own end to end execution through launch),partnering closely with Product, Engineering, Data, and Operations. Potential to save real $$ for the company 

• Manage Product/Tool Launches: Lead User Acceptance Testing (UAT) with selected teams and launch new processes/tools globally. Leverage GenAI to make agent handling more efficient, with hands-on opportunities to work on AI models and learn advanced prompt techniques 

• Evaluate Feedback and Data: Use data, competitive benchmarks, and market intel to uncover process gaps and build a prioritized roadmap – from launching new language teams and redefining operating models to introducing market specific KPIs and frontend changes for certain markets

• Align stakeholders: Ensure CEG readiness and align stakeholders to support Agoda’s customer experience transformation. Build data driven business cases that balance customer experience, cost, and regulatory expectations (e.g., redefining prioritization/operating setup in key markets) and secure buy in from CEG and Commercial leadership

• Identify and Solve Problems: Use data to identify broader Customer and Partner experience initiatives that improve satisfaction, address customer pain points, support regulatory readiness, and improve SOPs end-to-end to enable better automation and smoother agent flows 

• Drive continuous improvement: Oversee project progress, coordinate different workstreams + BAU processes, identify risks, troubleshoot issues, and propose mitigation plans. Identify new technology, especially GenAI to drive continuous improvement efforts. 

• Enhance Team Culture: Contribute positively to a culture of continuous improvement, teamwork, and enabling others' success.  

What You’ll Need to Succeed:  

• 3+ years of experience in project/program management, management consulting, finance, or data-heavy operations. 

• Analytical and able to define analysis structure and interpret data. Proficient in rational decision making based on data, facts, and logical reasoning. 

• Excellent organization capabilities, including the ability to initiate tasks independently and see them through to completion. 

• Excellent attention to detail, ability to independently review and map current state and future state processes in detail. Pro-actively identify solutions that are aligned with stakeholders backed up by relevant data points. 

• Proficient in analyzing business challenges, considering trade-offs between different metrics/priorities, and communicating actionable recommendations to business leaders, adapting message to different stakeholders. 

• A growth mindset and positive attitude: pro-active, hands-on, switched-on, detail-oriented, strong sense of ownership, data driven, experimentation oriented. 

• Comfortable working with uncertainty and experimentation in a high-velocity, dynamic, multicultural environment. 

• Strong communication skills, both verbal and written, in English, with the ability to adjust your style to suit different perspectives and seniority levels. 

• Professional experience in Microsoft Office tools (e.g. Excel, Word, and PowerPoint). Skills in SQL/Tableau or similar analytical tools. 

What we offer  

• Competitive compensation package (relocation support and visa support provided for successful overseas candidates) 

• Exciting, high impact career opportunity with a major global OTA including moves between teams and global locations. You will be interacting with departmental senior leadership team regularly 

• Dynamic and multinational Tech environment with colleagues of diverse educational and professional background 

• Continuous learning and development opportunities through corporate learning programs 

• We offer hybrid work model, combining in-office collaboration with flexible remote working

• Modern office space and convenient location at the heart of Bangkok metropolitan