[Summer Internship 2025] CEG Project Management Intern

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 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 other subsidiaries of Booking Holdings and external partners all over the world. We are in a very data-driven environment, and we are 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: 

Get to learn project management in the Customer Experience Group (CEG), where we support new business initiatives, improve and maintain the efficiency and effectiveness of processes, and lead changes to improve customer and partner experience.

In this role, you'll get to: 

• Facilitate collaboration and effective coordination across various Agoda departments and teams within CEG to achieve project milestones and support business initiatives. Uncover opportunities, analyze issues, identify risks, and propose solutions to be implemented
• Support projects aimed at improving and maintaining operational KPIs such as service level (SL), customer satisfaction (CSAT), net promoter score (NPS), quality of service, partner satisfaction, productivity, costs, etc.
• Define and design action plans for initiatives in partnership with the management team
• Resolve problems through data analysis and effectively communicate your findings
• Ensure calibration between project teams and other stakeholders, as well as provide efficient and regular reporting to management
• You may be involved in operational flow configuration, analysis aimed at improving processes, activity automation, and implementation of new product improvement. This is a hands-on role where you may have to conduct many of your own data analyses (SQL, Metabase, ThoughtSpot, & Tableau) and/or build on a low-code/simplified JavaScript tool. You will likely need a blend of technical, analytical, and project management/communication skills to be successful in this role.

Requirements:

• Currently a 3rd-year student or below with strong written and verbal communication skills in English
• Strong knowledge of numerical acumen  

It's great if you have: 

• Pursuing a Bachelor’s or Master’s in Business and Management (Business Administration, Finance, Marketing, Accounting, and others), Formal Sciences (Computer Science, Mathematics, Statistics, and others), or Applied Sciences and Engineering
• Knowledge of SQL
• Knowledge of JavaScript
• Experience in programming

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