Get to Know our Team
The Customer Experience Group 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.

The Opportunity:

This role is responsible for the management of 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, and leading change in order to support CEG's customer satisfaction strategy, tactics and service leading to ongoing customer experience improvements for Agoda's customers in Agoda's vibrant multilingual Customer Experience group.
In this role, you will get to:

• Structure, Analyze and Solve Problems: leverage data and collaboration to identify problems and opportunities in a structured manner, proposing project ideas and solutions to drive critical operational metrics.
• Own strategic projects: Take ownership of end-to-end projects, or areas of business in CEG (global coverage), collaborating closely with multiple stakeholders such as Customer Support Operations, Product Management, and other Project Management teams.
• Act as a Subject Matter Expert (SME): Become an SME in the respective business areas, providing consultancy to other teams on implementing new initiatives, and working with cross-functional teams to launch innovative solutions.
• Drive continuous improvement: Oversee project progress, evaluate project outcomes, gather feedback, and drive continuous improvement efforts.

What You'll Need to Succeed:

• Experience in project management, strategy, operations, management consulting, and/or investment banking
• Proven track record in managing complex projects with multiple stakeholders
• Highly analytical and proficient with numbers, capable of defining analysis structures, conquering complex calculation, and making data-driven decision
• Excellent organization capabilities, and able to operate independently
• Strong communication skills, both verbal and written, in English, with the ability to adjust your style to suit different perspectives and seniority levels
• Comfortable working with uncertainty and experimentation in a high-velocity, dynamic, multicultural environment
• Be a team player with a collaborative mindset
• Professional experience in Microsoft Office tools (e.g. Excel, Word, and PowerPoint). Skills in SQL/Tableau will be useful