About Agoda 

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 3.6 million accommodations globally. Based in Asia and part of Booking Holdings, our 6,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Our Purpose - Bridging the World Through Travel 

We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.

About Agoda 

Agoda is an online travel booking platform for accommodation, flights, and more. We build and deploy cutting edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ talents coming from 90+ different nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enabling our customers to experience the world.  

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:

The objective of this role is to Lead and/or support different initiatives for various teams in our Customer Experience Group (CEG). These projects could be related to Tools and processes or could be related to People initiatives focusing on improving existing process or standup new processes. The projects could be local or Global in nature and will involve partnership with various teams within and outside of CEG.

You will get opportunity to work with multiple stakeholders and share your findings with Senior Leadership team within CEG.

In this Role, you'll get to: 

• Own the project end-to-end, or a collection of projects / areas of business, in CEG (global coverage) 
• Initiate, plan, and drive projects aiming at improving our mission-critical metrics: operational efficiency, service levels, quality, productivity, cost efficiency, and people engagement. 
• 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. 
• 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.
• 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. 
• 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: 

• At least 5-10 years of 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. 
• 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 work in a fast-paced, dynamic, multicultural environment. 
• A growth mindset and positive attitude 
• Eagerness to pitch new ideas, take initiatives, and look for opportunities for improvements. 
• 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/Python/R/VBA will be useful. 

Equal Opportunity Employer 

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.