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Listing record updated: September 24, 2026. We archive records after 60 days without an update. This date does not confirm that the employer is still hiring.
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This Associate Director role leads the project management team for the B2B Partnerships and Automation team within the Customer Experience Group. The position involves setting direction and raising delivery standards for a portfolio covering automation, AI, and tooling that improve customer and agent experience, as well as process optimization across the post-booking journey. The role requires combining strategic problem solving, hands-on data-driven execution, and senior stakeholder management to translate business needs into deliverable work. The team drives end-to-end customer experience and process improvements, scaling impact through automation, AI, and tooling across customer-facing and agent-facing journeys.
Lead the Project Management Team and its Portfolio
Own the PM team end-to-end: vision, structure, ways of working, hiring, coaching, performance, and succession
Set long-term direction and annual/quarterly OKRs for the team
Own the outcomes of the team’s portfolio of global initiatives
Prioritize and drive work that moves mission-critical metrics: customer satisfaction, service levels, automation quality, productivity, cost efficiency, and employee engagement
Drive Automation, AI, and Continuous Innovation
Identify opportunities to leverage automation, AI, and tooling across customer and agent journeys
Partner with Product, Technology, Data, and CEG teams to design, prioritize, and implement solutions
Shape Process, CX, and Operational Support Improvements
Lead project work that improves CEG end-to-end processes across the post-booking journey
Partner, Stakeholder, and Commercial Interface
Build trusted relationships with senior leaders across CEG, Agoda, and Booking Holdings
Be a primary project counterpart for core partners and commercial stakeholders
At least 8–10+ years in project/program management, operations, customer experience, process improvement, strategy, management consulting, or similar
Significant people leadership: building and leading a high-performing team of project managers
Proven track record of leading complex, cross-functional initiatives from idea to implementation
Experience working across operational CS / customer support environments
Experience as a counterpart to commercial or partner stakeholders with commercial acumen
Strong analytical mindset; comfortable with numbers and quantitative problem solving
Familiarity with data and analytics tools (e.g. SQL, Tableau, Metabase)
Excellent communication and presentation skills in English
Coding ability, exposure to AI/ML-driven solutions in an operational or CX context
Salary not specified
Estimated salary range. Confirm with the employer.
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