Principal Project Manager, Partner Excellence

You will lead a portfolio of global partner excellence programs within Agoda's Customer Experience Group, focusing on complex system support and process optimization. Your role involves driving end-to-end improvements in the post-booking partner journey through automation, AI, and strategic tooling. You will collaborate closely with product and commercial teams to implement structural changes that reduce partner effort and lower the cost-to-serve while unlocking commercial value.

This position requires a blend of strategic problem-solving and hands-on execution. You will manage a high-performing team of project managers to deliver measurable impact on customer satisfaction, operational efficiency, and quality. You will define clear business cases, prioritize initiatives based on data-driven insights, and ensure the team is aligned with Agoda-wide priorities and new business initiatives.

• Own and drive a portfolio of transformational initiatives across the Customer Experience Group, spanning commercial enablement and process excellence.
• Continuously improve end-to-end processes across the post-booking journey to remove pain points and enhance operational performance.
• Define clear problem statements and build business cases to prioritize customer and partner pain points.
• Partner with Product Management and Technology teams to design, prioritize, and implement solutions from experimentation to global rollout.
• Lead and develop a high-performing team of project managers, setting long-term vision and annual/quarterly OKRs.
• Monitor project milestones, identify risks, and implement mitigation plans to ensure successful delivery.

• At least 8-10+ years of experience in project/program management, strategy & operations, or management consulting.
• Significant people leadership experience, including building and managing high-performing teams.
• Proven track record of leading complex, cross-functional initiatives with clear, measurable business impact.
• Strong analytical mindset with experience using data and analytics tools like SQL, Tableau, or Metabase.
• Experience working with Product/Technology/Data teams on technical or automation/AI-focused projects.
• Excellent communication and presentation skills in English with the ability to influence senior stakeholders.
• Professional experience with Microsoft Office tools.