Associate Director, White Label, Customer Experience Group

Lead the project management team for the B2B Partnerships and Automation team within Agoda's Customer Experience Group. Own the end-to-end vision, structure, and performance of the project management function, setting strategic direction and annual OKRs aligned with global priorities. Drive the portfolio of initiatives focused on automation, AI, and tooling to improve customer and agent experiences, as well as process optimization across the post-booking journey. Partner with commercial stakeholders to translate business needs into deliverable work and ensure the team supports critical business initiatives. This role requires a blend of strategic problem-solving, hands-on execution, and senior stakeholder management in a fast-paced, data-driven environment.

• Own the project management team end-to-end, including vision, structure, hiring, coaching, and performance management.
• Set long-term direction and annual/quarterly OKRs for the team aligned with CEG and Agoda-wide priorities.
• Own the outcomes of the team's portfolio, prioritizing mission-critical metrics like CSAT, service levels, and productivity.
• Identify and implement opportunities for automation, AI, and tooling across customer and agent journeys.
• Partner with Product, Technology, Data, and CEG teams to design and implement solutions from experimentation to global rollout.
• Lead process improvement initiatives to remove pain points and enhance operational performance in the post-booking journey.
• Build trusted relationships with senior leaders across CEG, Agoda, and Booking Holdings to influence priorities and decisions.
• Monitor milestones, risks, and dependencies, acting as the ultimate owner of the portfolio's outcomes.

• At least 8-10+ years in project/program management, operations, customer experience, or process improvement with a strong project management core.
• Significant people leadership experience, including building and leading a high-performing team of project managers.
• Proven track record of leading complex, cross-functional initiatives from idea to implementation with measurable business impact.
• Experience working in operational customer support environments is strongly preferred.
• Strong commercial acumen and experience acting as a counterpart to commercial or partner stakeholders.
• Strong analytical mindset with the ability to define analysis structures, interpret data, and make recommendations.
• Familiarity with data and analytics tools such as SQL, Tableau, or Metabase.
• Comfortable engaging in technical discussions with Product, Engineering, and Data teams.
• Excellent communication and presentation skills in English with the ability to influence stakeholders at all levels.

1. Application Review

2. Interview Process (details available at https://careersatagoda.com/interview/)