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.

Operational Excellence, Partnerships, and Automation (OEPA) 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) automation of customer service and support (ii) process optimization, (iii) operations team's performance improvement. This role can serve as a good transition from software engineering/technical field to business, and vice versa.

In this Role, you'll get to:

Your responsibilities include the following:

• Learn about and understand core issues affecting the business, identify opportunities for improvement, and develop testable hypotheses to fix the problem
• Support product initiatives and ensure good coordination and collaboration between the teams in various Agoda's departments as well as within the CEG organization to achieve projects milestones and goals
• Lead operational flows configuration analysis aiming at processes improvement, automation of activities and implementation of new product improvements
• Translate, improve, and encode existing process flows on the agent interface software using low-code products, or utilizing pieces of pre-defined code and logic statements. Note that hands-on encoding (using a tool built on top of JavaScript) can be >60% of work during a certain stage of the project
• Lead User Acceptance Testing (UAT) with selected teams and launch new processes globally
• Analyze data to ensure that the outputs of processes are achieved; identify key issues and risks, report accordingly to management and propose solutions to be implemented
• Ensure constant communication between project teams and other stakeholders
• Resolve problems through data analysis, provide efficient reporting and effective communication
• Work closely with Product Management/Engineering/Tech to improve the tool for end users
• This is a hands-on role where you often have to build on a low-code/simplified JavaScript tool and/or conduct many of your own data analyses (primarily SQL, Metabase, & Tableau)

What you'll Need to Succeed:

• Experience in project/program management, software development, process flow automation development, management consulting, finance, or data-heavy operations
• Familiar with operational process configuration tools, e.g., MS Visio, agent guidance software, low-code development, basic computer programming
• Able to analyze business challenges with a data-driven approach and communicate actionable recommendations to business leaders.
• Analytical and able to define analysis structure and interpret data. Ideally, you have some programming background.
• Skilled at statistical software e.g. SQL, VBA, SAAS, Tableau, etc.
• Programming skills (JavaScript, Python, etc.)
• Comfortable with uncertainty and experimentation
• Proven track record of developing and implementing action plans to achieve business objectives with clear and tangible metrics
• Strong English communication skills (additional language is a plus), conceptual ability and ability to work with stakeholders at all levels
• Experience in project/stakeholder management, process improvement, planning, and performance management
• Able to work in a fast-paced, dynamic, multicultural environment
• Take initiatives and look for opportunities for improvements. Willing to take and give feedback to colleagues
• Detail-oriented, hands-on with the ability to complete tasks with speed and accuracy

What we offer

• Competitive compensation package (relocation support for successful overseas candidates)
• Exciting, high impact career opportunity including moves between teams and global locations. You will be interacting with departmental senior leadership team regularly.
• Dynamic multinational working environment with colleagues of diverse educational and professional background
• Continuous learning and development opportunities through corporate learning programs
• Modern office space and convenient location at the heart of Bangkok metropolitan
• This role can serve as a good transition from software engineering/technical field to business, and vice versa

#PRJM