Sep 4, 2022
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 our customers in our vibrant multilingual Customer Experience group. We offer relocation support and visa support provided for successful overseas candidates.
In this role, you will get to:
Own end-to-end projects, or a collection of projects / areas of business, in CEG (global coverage)
Initiate, plan, and drive projects aiming at improving CEG efficiency and supporting Agoda business: success of strategic projects (new products for CEG, new business initiatives), partnerships with suppliers and distributors
Ensure CEG readiness to support Agoda’s new business initiatives by working with other teams in CEG as well as different functions within Agoda (Product, Marketing, Strategic Partnership, Partner Services, Finance, Legal, etc.)
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. Act at all times as the ultimate owner of the project
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. Be accountable for your team’s outcomes
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
What You’ll Need to Succeed:
Experience in project management, strategy, operations, management consulting, and/or investment banking with extensive team management experience (preferably a team of people managers & individual contributors)
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
A growth mindset and positive attitude: pro-active, hands-on, switched-on, detail-oriented, strong sense of ownership, data driven, experimentation oriented
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
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/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