Project Manager/Associate Project Manager (CX), Customer Experience Group

Get to Know our Team

Agoda’s Customer Experience Group (“CEG”) provides operational support to our customers and partners across the globe. CEG is one of the biggest teams in Agoda, consisting of customer support specialists covering 38 languages, project managers, analysts, and L&D specialists.  
 
The CX Projects & Process Optimization team is a critical part of CEG's Global Service Vertical. We focus on planning and executing projects that enhance our end to end processes, benefiting both our operations teams and customers during their post-booking journeys. Our efforts ultimately lead to increased efficiency and improved customer experience outcomes.

We collaborate with multiple teams and stakeholders such as Customer Support Operations, Analytics, Product, and People teams to identify, prioritize, and deliver initiatives that improve Customer Experience. Our team is comprised of project managers from diverse backgrounds across process improvement, analytics, management consulting, customer service, and operations.

The Opportunity:

We are seeking a highly motivated and experienced Customer Experience Associate Project Manager / Project Manager with a strong focus on optimizing our internal “Standard Operating Procedures” and related CX improvement projects. The successful candidate will be responsible for managing projects with cross-functional teams, identifying and prioritizing opportunities for process improvement and ensuring stakeholder alignment. We believe that using data is essential in making decisions and measuring the success of our customer experience initiatives. Therefore, we are looking for a candidate who is comfortable working with data and using it to inform their decision-making.  

In this role, you will get to:

• Identify Process Improvements: Review existing Standard Operating Procedures (SOPs) and customer journeys to spot inefficiencies and customer pain points. Develop data-driven solutions to enhance customer outcomes and internal operations.
• Manage projects: Take ownership of end-to-end projects or multiple business processes within CEG (global coverage) by collaborating closely with Customer Support Operations and other Project Management teams.
• Act as a Subject Matter Expert: Become an SME in internal procedure handling, providing consultancy to other teams on implementing new initiatives, and working with cross-functional teams to launch innovative solutions.
• Evaluate Feedback and Data: Analyze internal and external feedback to identify trends and opportunities for improvement. Be comfortable with numbers with ability to size impact of solutions and defining analysis structure.
• Align stakeholders: Ensure CEG readiness and align stakeholders to support Agoda’s customer experience transformation by collaborating with various functions within Agoda (Product, Supply, Finance, Compliance, Legal, etc.)
• Identify and Solve Problems: Use data and collaboration to identify problems and opportunities, proposing project ideas and solutions to improve critical operational metrics.
• Drive continuous improvement:  Oversee project progress, coordinate different workstreams + BAU processes, identify risks, troubleshoot issues, and propose mitigation plans. Evaluate project outcomes, gather feedback, and 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:

• Minimum 2-5 years’ work experience, ideally in one of the following areas: customer experience, process improvement, strategy, analytics, customer research, customer service, management consulting.  
• Proven experience in optimizing operating procedures and/or driving process improvement projects in large customer support operations or fast-paced environments.
• 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 and back 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 and presentation skills (English)
• Professional experience in Microsoft Office tools (e.g. Excel, Word, and PowerPoint). Skills in SQL/Tableau will be useful

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
• Modern office space and convenient location at the heart of Bangkok Metropolitan, Hub of Asia