Associate Director / Principal Project Manager / Senior Project Manager, Operational Excellence, Partnerships and Automation, Customer Experience Group (Based in Bangkok, Thailand | Relocation provided)

- Manage projects & areas of responsibilities in the Customer Experience Group (CEG) - Aiming at supporting successfully new business initiatives - Improving and maintaining efficiency and effectiveness of processes - Leading change in order to support CEG’s customer satisfaction strategy, tactics and service - Leading to ongoing customer experience improvements for Agoda’s customers

- Microsoft Office tools (e.g. Excel, Word, and PowerPoint) - SQL/Python/R/VBA

- 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 - 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 - 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 - 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

- At least 8-10 years of experience in project management, strategy, operations, management consulting, and/or investment banking with extensive team management experience - 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

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