As a key member of our high-performing Global Payroll team based in Bangkok, you will play a vital role in shaping a world-class global payroll process that supports our employees across the globe. Reporting to the Payroll Manager, the Payroll Accounting Analyst will oversee the timely and accurate processing of assigned international payroll transactions, ensuring strict compliance with local laws and regulations. What You'll Do: * Responsible for monthly payroll activities such as collating and validating inputs, outputs, and statutory payments for assigned countries. * Experienced in managing Payroll Accounting / GL reconciliation / Invoice processing for payroll vendor * Coordinate with external payroll vendors to ensure timely and accurate payments and filing of taxes, social security funds, provident funds, and other third-party payments to government authorities. * Manage payroll vendors by strictly adhering to the contract and SLA and ensuring compliance with local regulatory requirements. * Manage inquiries relating to payroll matters from internal and external stakeholders, and provide advice as required. * Participate and support ad-hoc projects relating to new process implementations or enhancements and perform user testing on systems. * Lead and support payroll migration and integration initiatives, including vendor transitions, system upgrades, and process harmonization with minimal disruption. * Collaborate with internal People teams and external partners to set up processes, procedures, and policies for new payroll systems or countries. * Support external and internal audits. * Own and drive process improvement initiatives for respective assigned countries. * Payroll Forecasting & Budgeting knowledge. Required Qualifications: * Holds a Bachelor’s degree in any field. * At least 3 years of People Operations / Payroll accounting or end-to-end Payroll experience in an international fast-paced organization. * Experienced in managing APAC/ Europe / NAM payroll. * Proven experience in payroll migration , Payroll Implementation , Project and integration projects, with a strong ability to manage complex transitions and ensure operational continuity. * Excellent communication skills, both written and verbal. Fluency in English is a must. * Strong analytical, articulation, and problem-solving skills, with great attention to detail. * Proven track record in process improvement and/or automation implementations. * Proficient in all MS products: Word, Excel, PowerPoint, etc. * Experience in Workday is preferred but not a must. * A team player who can operate effectively in a fast-paced and multicultural environment. * Resilience to work under tight deadlines and pressure. * High level of discretion, confidentiality, and ethics.
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At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide. No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us. **Get To Know Our Team:** Join a small platform team building the next generation of natural-language analytics at Agoda. You will own the governed knowledge layer between our data warehouse and the applications, assistants, and analysts that consume it: metrics, domain context, quality signals, and the APIs that expose them. This is semantic modeling and knowledge engineering, not dashboard reporting or model training. **The Opportunity:** * You will design and operate the shared knowledge layer behind conversational analytics at Agoda: turning scattered business knowledge into versioned, reviewable assets that return consistent, current answers. * You pair with a senior tech lead on product architecture. Your scope is the layer itself (models, context, validation, governance workflows) and how it is exposed through service and agent interfaces. **What You’ll Do:** * Model governed metrics, dimensions, joins, and grain for business domains * Structure expert context, glossaries, and validated question patterns as Git-reviewed assets * Build freshness, drift, and validation signals; treat stale knowledge as a production issue * Expose the layer through APIs so applications and agents get deterministic answers * Enable domain owners to propose, review, and publish knowledge without engineering deploys * Partner across analytics, product, and platform teams on access control and quality standards **Required Qualifications:** * 4+ years in BI, analytics engineering, data platform, or software engineering with heavy data modeling * Semantic or metrics-layer experience (LookML, dbt metrics, or equivalent) * Strong SQL and analytical modeling on OLAP / warehouse systems * Knowledge engineering: versioned definitions, peer review, contributor workflows * API / service mindset: you design for multiple consumers, not a single dashboard * Clear communication across engineering, analytics, and product partners **Preferred Qualifications:** * Open-source semantic layer engines (Cube, MetricFlow patterns) * Agent or tool-interface experience for LLM-powered applications * NL-to-data products, retrieval, or evaluation harnesses * Python or Node.js service development * Large-scale e-commerce or travel analytics environments
The Agoda Ambassador program brings together creators, agencies, and Agoda teams to grow the business through authentic, performance-led content. The program operates across two verticals: Activities and Accommodations. This global individual-contributor role will lead the Activities vertical end to end, from creator acquisition and activation through agency partnerships, content growth, business strategy, and performance management. The role will also lead the engagement vertical across both Activities and Accommodations, own the program’s cross-vertical automation agenda, and support broader Accommodations priorities where required. Success requires a strong commercial mindset, operational discipline, analytical fluency, and the ability to influence creators, agencies, and internal stakeholders. Program strategy and business growth • Lead end-to-end business and operational ownership of the Activities vertical within the Agoda Ambassador program. • Develop and execute strategies to grow Activities bookings, active creators, posting frequency, and relevant content supply. • Use data and business insights to identify growth opportunities, diagnose performance gaps, and prioritize initiatives. • Work closely with the Activities Marketing team to create and activate promotional codes that support creator campaigns and business growth. • Support broader Accommodations and Brand team priorities where required, while maintaining focus on core Activities metrics. Creator, agency, and partner management • Drive creator acquisition, onboarding, activation, and ongoing engagement for Activities. • Scale agency partnerships by unblocking the onboarding pipeline and directly managing relationships with at least three agencies. • Build trusted relationships with creators and partners, communicate expectations clearly, and resolve issues that affect participation or performance. Engagement leadership across Activities and Accommodations • Lead the Agoda Ambassador engagement vertical across both Activities and Accommodations, defining the engagement strategy, priorities, and operating rhythm for creators and agencies. • Own the cross-vertical engagement charter, including content calendars, creator and agency communications, email responses, surveys, and the rollout of new propositions. • Design and deliver initiatives that increase creator participation, posting frequency, content creation, and sustained program activity across both verticals. • Use engagement and performance data to identify opportunities, refine communications, and improve creator and agency effectiveness. Content activation and program operations • Plan and activate creator content for Activities across relevant social platforms and markets. • Coordinate product and supply workflows with internal teams, balancing partner needs with program and business performance. • Manage multiple workstreams across creators, agencies, marketing, product, technology, supply, and Brand stakeholders in a fast-paced global environment. • Provide product and technical support by identifying issues, coordinating with the right teams, and driving them through to resolution. Automation, analytics, and performance • Lead the automation of the Agoda Ambassador program across both Activities and Accommodations to improve efficiency, scalability, and partner experience. • Track, analyze, and communicate program performance, including daily Activities bookings, the number of active creators generating at least one booking, creator posting activity, and the volume of Activities content created. • Build clear performance views and translate data into recommendations, actions, and business decisions. • Continuously improve operating processes, identify bottlenecks, and create scalable ways of working across teams and external partners. What you’ll need to succeed • 4-5 years of relevant experience in social media, affiliate marketing within an online business, creator or influencer programs, agency management, partnerships, or a related field. • Demonstrated experience managing creator, agency, or partner relationships and delivering measurable commercial or engagement outcomes. • Strong analytical skills and hands-on comfort with SQL and Tableau, with the ability to turn data into clear business insights and growth strategies. • Experience using social monitoring tools to understand content activity, engagement, and program performance. • Experience with AI tools such as Claude, or a strong willingness and ability to learn and apply them to improve program operations. • Excellent stakeholder management, agency negotiation, creator communication, commercial thinking, and project management skills, including the ability to influence without direct authority. • Strong problem-solving skills, attention to detail, and a bias for action, with the ability to lead complex cross-functional work and manage multiple priorities independently. • High proficiency in written and spoken English, with the ability to communicate effectively across global teams and external partners.
The Agoda Ambassador program brings together creators, agencies, and Agoda teams to grow the business through authentic, performance-led content. The program operates across two verticals: Activities and Accommodations. This global individual-contributor role will lead the Activities vertical end to end, from creator acquisition and activation through agency partnerships, content growth, business strategy, and performance management. The role will also lead the engagement vertical across both Activities and Accommodations, own the program’s cross-vertical automation agenda, and support broader Accommodations priorities where required. Success requires a strong commercial mindset, operational discipline, analytical fluency, and the ability to influence creators, agencies, and internal stakeholders. **In this role, you’ll get to** **Program strategy and business growth** • Lead end-to-end business and operational ownership of the Activities vertical within the Agoda Ambassador program. • Develop and execute strategies to grow Activities bookings, active creators, posting frequency, and relevant content supply. • Use data and business insights to identify growth opportunities, diagnose performance gaps, and prioritize initiatives. • Work closely with the Activities Marketing team to create and activate promotional codes that support creator campaigns and business growth. • Support broader Accommodations and Brand team priorities where required, while maintaining focus on core Activities metrics. **Creator, agency, and partner management** • Drive creator acquisition, onboarding, activation, and ongoing engagement for Activities. • Scale agency partnerships by unblocking the onboarding pipeline and directly managing relationships with at least three agencies. • Build trusted relationships with creators and partners, communicate expectations clearly, and resolve issues that affect participation or performance. **Engagement leadership across Activities and Accommodations** • Lead the Agoda Ambassador engagement vertical across both Activities and Accommodations, defining the engagement strategy, priorities, and operating rhythm for creators and agencies. • Own the cross-vertical engagement charter, including content calendars, creator and agency communications, email responses, surveys, and the rollout of new propositions. • Design and deliver initiatives that increase creator participation, posting frequency, content creation, and sustained program activity across both verticals. • Use engagement and performance data to identify opportunities, refine communications, and improve creator and agency effectiveness. **Content activation and program operations** • Plan and activate creator content for Activities across relevant social platforms and markets. • Coordinate product and supply workflows with internal teams, balancing partner needs with program and business performance. • Manage multiple workstreams across creators, agencies, marketing, product, technology, supply, and Brand stakeholders in a fast-paced global environment. • Provide product and technical support by identifying issues, coordinating with the right teams, and driving them through to resolution. **Automation, analytics, and performance** • Lead the automation of the Agoda Ambassador program across both Activities and Accommodations to improve efficiency, scalability, and partner experience. • Track, analyze, and communicate program performance, including daily Activities bookings, the number of active creators generating at least one booking, creator posting activity, and the volume of Activities content created. • Build clear performance views and translate data into recommendations, actions, and business decisions. • Continuously improve operating processes, identify bottlenecks, and create scalable ways of working across teams and external partners. **What you’ll need to succeed** • 4-5 years of relevant experience in social media, affiliate marketing within an online business, creator or influencer programs, agency management, partnerships, or a related field. • Demonstrated experience managing creator, agency, or partner relationships and delivering measurable commercial or engagement outcomes. • Strong analytical skills and hands-on comfort with SQL and Tableau, with the ability to turn data into clear business insights and growth strategies. • Experience using social monitoring tools to understand content activity, engagement, and program performance. • Experience with AI tools such as Claude, or a strong willingness and ability to learn and apply them to improve program operations. • Excellent stakeholder management, agency negotiation, creator communication, commercial thinking, and project management skills, including the ability to influence without direct authority. • Strong problem-solving skills, attention to detail, and a bias for action, with the ability to lead complex cross-functional work and manage multiple priorities independently. • High proficiency in written and spoken English, with the ability to communicate effectively across global teams and external partners.
The Agoda Ambassador program brings together creators, agencies, and Agoda teams to grow the business through authentic, performance-led content. The program operates across two verticals: Activities and Accommodations. This global individual-contributor role will lead the Activities vertical end to end, from creator acquisition and activation through agency partnerships, content growth, business strategy, and performance management. The role will also lead the engagement vertical across both Activities and Accommodations, own the program’s cross-vertical automation agenda, and support broader Accommodations priorities where required. Success requires a strong commercial mindset, operational discipline, analytical fluency, and the ability to influence creators, agencies, and internal stakeholders. In this role, you’ll get to Program strategy and business growth • Lead end-to-end business and operational ownership of the Activities vertical within the Agoda Ambassador program. • Develop and execute strategies to grow Activities bookings, active creators, posting frequency, and relevant content supply. • Use data and business insights to identify growth opportunities, diagnose performance gaps, and prioritize initiatives. • Work closely with the Activities Marketing team to create and activate promotional codes that support creator campaigns and business growth. • Support broader Accommodations and Brand team priorities where required, while maintaining focus on core Activities metrics. Creator, agency, and partner management • Drive creator acquisition, onboarding, activation, and ongoing engagement for Activities. • Scale agency partnerships by unblocking the onboarding pipeline and directly managing relationships with at least three agencies. • Build trusted relationships with creators and partners, communicate expectations clearly, and resolve issues that affect participation or performance. Engagement leadership across Activities and Accommodations • Lead the Agoda Ambassador engagement vertical across both Activities and Accommodations, defining the engagement strategy, priorities, and operating rhythm for creators and agencies. • Own the cross-vertical engagement charter, including content calendars, creator and agency communications, email responses, surveys, and the rollout of new propositions. • Design and deliver initiatives that increase creator participation, posting frequency, content creation, and sustained program activity across both verticals. • Use engagement and performance data to identify opportunities, refine communications, and improve creator and agency effectiveness. Content activation and program operations • Plan and activate creator content for Activities across relevant social platforms and markets. • Coordinate product and supply workflows with internal teams, balancing partner needs with program and business performance. • Manage multiple workstreams across creators, agencies, marketing, product, technology, supply, and Brand stakeholders in a fast-paced global environment. • Provide product and technical support by identifying issues, coordinating with the right teams, and driving them through to resolution. Automation, analytics, and performance • Lead the automation of the Agoda Ambassador program across both Activities and Accommodations to improve efficiency, scalability, and partner experience. • Track, analyze, and communicate program performance, including daily Activities bookings, the number of active creators generating at least one booking, creator posting activity, and the volume of Activities content created. • Build clear performance views and translate data into recommendations, actions, and business decisions. • Continuously improve operating processes, identify bottlenecks, and create scalable ways of working across teams and external partners. What you’ll need to succeed • 4-5 years of relevant experience in social media, affiliate marketing within an online business, creator or influencer programs, agency management, partnerships, or a related field. • Demonstrated experience managing creator, agency, or partner relationships and delivering measurable commercial or engagement outcomes. • Strong analytical skills and hands-on comfort with SQL and Tableau, with the ability to turn data into clear business insights and growth strategies. • Experience using social monitoring tools to understand content activity, engagement, and program performance. • Experience with AI tools such as Claude, or a strong willingness and ability to learn and apply them to improve program operations. • Excellent stakeholder management, agency negotiation, creator communication, commercial thinking, and project management skills, including the ability to influence without direct authority. • Strong problem-solving skills, attention to detail, and a bias for action, with the ability to lead complex cross-functional work and manage multiple priorities independently. • High proficiency in written and spoken English, with the ability to communicate effectively across global teams and external partners.
The Senior Associate WFM Manager is a people leader in role, responsible for leading a WFM team, enabling them to be successful and delivering against the prescribed KPIs. The Manager enables their team and team members by providing coaching and feedback, building strong professional relationships, maintaining a regular flow of communication, and providing direction, support, and development. The Manager also contributes to the overall WFM performance and culture, collaborating with peers and broader colleagues to ensure WFM delivers to the company and CEG objectives. The Senior Associate WFM Manager is expected to be an SME in Workforce Management, having a good knowledge of WFM concepts, to support the team with challenges and capability and to adequately represent WFM, to senior stakeholders. **ACTIVITIES PERFORMED ON THE JOB:** * **Coaching and giving feedback:** * Coaching and providing feedback within WFM (usually one-on-one) constructively and creatively, to enable colleagues to perform at their best. * Review performance of individuals and team using performance reports/dashboards, observations, buddying, and reviewing system audit reports. * Manage all underperformance, using the Performance Improvement Plan (PIP) process where appropriate. * **People leadership:** * Build healthy and professional relationships with team members. * Establish and nurture a culture of performance excellence, open feedback, collaboration, recognition, and quality delivery of outcomes. * Organize team building activities that will engage people in teamwork and create a positive work environment. * Ensure the team is well supported to perform their day-to-day activities, including: * ensuring appropriate real-time support is available, taking and managing escalated issues. * Providing approvals as part of the business process (e.g. absorption). * Ensure team schedule is maintained to a high standard to provide stakeholder support and manage team requests and unplanned absence, in line with process. * Provide clarity on performance vs targets, and any other team or group objectives. * Use reward and recognition as part of motivating the team. * Conduct team meetings: sharing important information, updates, performance progress, and broader company updates. * Ensure your team is connected to the company’s WFM objectives and strategy. * Be an example to the team through behavior, living up to the Agoda values and behavior standards expected of people leaders. * Collaborate with other departments, working together to enable overall success (e.g. WFM teams, CEG Operations Teams, CEG Teach Team). * **Reporting & data analysis:** * Work with data from various sources to analyze and observe performance of CEG SLAs and gain insights as a basis for feedback and change suggestions. * Prepare and present team performance data, challenges, issues, ideas, and opportunities. * **Collaboration:** * Collaborate with local WFM team: * On team performance: providing updates about the team, traffic, projects, concerns, challenges, and opportunities. * Participate actively in leadership meetings: share what works well for you, provide feedback and input on decisions or updates, and be open and constructive about what is not working well and how the group can improve. * Stay up to date with products, news, goals, decisions, projects. * Collaborate with other teams: * CEG Operations Leadership and Management. * CEG GSV. * **Personal Management:** * Remain up to date with important company/team/department updates, requirements. * Act in the best interests of the organization: ensuring that we operate with absolute integrity and compliance with all legal obligations or compliance requirements. * Be an active and constructive Agoda team member: Always being respectful to others and seeking to be better together. * Aim to understand, then meet and exceed the expectations agreed with your manager. **EXPECTATIONS – BEHAVIORS AND VALUES** **Behavior****Definition** **_Continuous improvement_**Regularly identify improvement opportunities, quantify them, and follow through to measurable/demonstratable outcomes. Embraces both successes and failures to learn and maximize the benefits. Embraces and drives change, is open and supportive of improvement opportunities identified by others. **_Deliver better together_**Collaborates and engages with colleagues and broader Agoda teams to share ideas and learn and work together toward shared ambitions. Is respectful to colleagues, open to different perspectives /viewpoints, and positively contributes to discussions. **_Enable others` success_**Is committed to building and nurturing a culture of frequent feedback, coaching and career development. Provides clarity on accountability, goals, and progress. Regularly takes the opportunity to connect and align teams and team members to the Agoda/CEG strategy, making these relevant and digestible. **COMPETENCIES REQUIRED** **Analytical Ability & Problem Solving**Can visualise, articulate, conceptualise, or solve both complex and uncomplicated problems using the data available. **Decision making ability**Set a course of action purposely chosen from different alternatives to achieve company objectives. **Effective communication**(Verbal and written)Delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences, and influences partner decisions Excel/Power Point Skills **Flexibility and Agility**Can adjust behavior to new information and changing circumstances. Be open to new ways of doing things and always experiment with new methods. Works effectively in a dynamic environment. **KPI management**Create and execute a KPI plan designed to help achieve and evaluate success in reaching the company’s goals. **Listening and influencing**Practice attentive and active listening. Can influence strategies that persuade key stakeholders to take action that will promote shared interests and business goals. **Process Improvement**Organise, evaluate, plan, and implement improvements in our internal and external processes and practices. Actively work on creating better processes once changes take place. **Reporting**Be able to confidently give a written account of business metrics, projects, and team performance based on data, observations, or investigations. **Result driven**Driving high standards to accomplish challenging goals. Works hard to achieve them. **Time / workload management & prioritization**Creating a work environment where tasks and responsibilities are accomplished successfully within the time available. **Coaching**Support and develop team members to achieve a specific personal and professional goal by guiding and training. **Develop and Manage team**Govern and coordinate the team to perform in their job. Learn the skills, potential, and ambitions of the team members and define long term success. **Operational Planning & Coordination**Create and execute a detailed plan with the aim to provide a clear vision on how the team, department will contribute to the achievement of the company’s strategic goals **People training**Identify training needs, create, and develop training to help team members with specific knowledge or skills to improve performance in their current roles. **Presentation**Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. **Team level KPI management**Create and execute a team KPI plan designed to help achieve and evaluate success in reaching the company goals. **Qualifications, Experience and Trainings required:** **Qualifications**High level written & verbal language/communication skills. Intermediate or above computer literacy (MS Excel particularly), high level problem solving / analytical reasoning skills. High level stakeholder management skills. **Experience**6+ years of WFM experience Experience in coaching and developing, in a technical environment. Experience in delivering high-level business objectives or initiatives. **Trainings**OJT, WFM onboarding, RT Onboarding **Must have:** * Deep hands-on experience designing and configuring omnichannel routing strategies (email, voice, chat/messaging) using platforms such as Amazon Connect, Genesys Cloud/PureCloud, or equivalent CCaaS/ACD systems. * Proven ability to build routing logic from the ground up — including skills-based routing, IVR/call flows, queues, priorities, and escalation paths — based on complex, nuanced business requirements. * Strong understanding of contact center architecture (queues, agent skill profiles, SLAs, overflow/failover logic) and how to translate ambiguous business needs into scalable, technical routing designs. * Experience integrating routing platforms with CRM/WFM/reporting tools (e.g. Salesforce, Verint, NICE) is a plus. * Comfortable working directly with engineering/IT teams to implement and troubleshoot routing configurations, and able to independently own technical documentation of routing setups. We welcome both local and international applications for this role. Full visa sponsorship and relocation assistance available.
At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide. No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us. **Get To Know Our Team:** The People Team is a purveyor of opportunity, searching the globe for the most talented individuals and offering them an open, collaborative workplace. By prioritizing skill and potential, we have cultivated a powerful assembly of professionals through our drive for equal opportunity and diversity. We make the move to Agoda a breeze with assisted onboarding programs, and we continue to support and enrich thousands of Agoda employees through individual growth, outstanding learning programs, and various means of assistance. Leading ambitious changes and making a positive impact in the lives of the employees, the People Team is a crucial and rewarding part of the Agoda family. **The Opportunity:** This is a high-impact leadership role responsible for scaling one of Agoda’s most critical engineering hiring functions — balancing speed, quality, and long-term talent strategy for the Tech organization. In this role, you will lead a team of TA Partners and Associate TA Partners while collaborating closely with key stakeholders, including Tech Department Leadership and Management, HR Business Partners, and Talent Analytics teams. You will focus on two core areas: driving your team to consistently achieve high-volume, high-quality hiring targets, and leading initiatives that continuously improve the recruitment function. **In this Role,you’ll get to:** * Lead the team to hire to target and remain fully staffed by optimizing sourcing strategy, recruitment funnel, and team structure * Own and manage a high-volume, evergreen hiring engine, delivering 100+ quality hires per year in a fast-paced environment * Drive improvements to hire quality (measured by objective metrics) through data-driven experimentation * Ensure operational excellence across every stage of the recruitment process (position intake, JDs, pre-screening, interview scorecards, offer communication, etc.) * Leverage recruitment data and reporting to partner effectively with your team and the broader business, including Tech Leadership * Reduce cost per hire while maintaining quality standards * Ensure Hiring Managers supported by your team develop strong interviewing skills * Develop strategies to build talent pipelines, adapting the bar appropriately to evolving hiring needs * Manage, coach, and grow a team of strong recruiters, enabling them to hire game-changers for Agoda * Act as a hands-on leader — comfortable diving into the details of sourcing, screening, or data when needed, not just managing from a distance * Explore and adopt AI-powered tools to improve recruiter productivity, candidate experience, and overall delivery * Lead projects that transform the recruitment function, such as: * Defining operational excellence standards for the recruitment process * Introducing new assessment tools * Building upskilling programs for recruiters * Experimenting with new recruitment models and approaches **What You’ll Need to Succeed:** **Must-Haves:** * 8+ years of experience in recruitment, with a minimum of 2+years in team management within a fast-paced, dynamic global environment * Proven experience managing high-volume, high-quality evergreen hiring programs (at least 100+ hires/year) * Strong ability to leverage data to drive decisions and optimize outcomes * Leadership skills to rally recruiters around ambitious, stretch targets * A strategic mindset with a strong focus on measurable impact, paired with a hands-on approach to execution * Continuous improvement mindset with high ownership — proactively identifying inefficiencies rather than waiting to be told * Ability to work effectively across multiple senior stakeholders, including Tech Leadership **Nice-to-Haves:** * Experience hiring for the Southeast Asia market * Experience managing relocation-based hiring across multiple international markets * Some exposure to leveraging AI tools to improve recruiting workflows or delivery * A track record of progression or promotion in previous roles, reflecting the ability to grow with scope and responsibility * Exposure to headcount models and resource planning **Additional Requirements:** * Fluent in English * Autonomous, highly motivated, and comfortable operating with a strong sense of urgency _*This role is based in Bangkok; relocation support will be provided._ #### Please review our Hiring Process Guidelines before your interview — click [here](https://careersatagoda.com/interview/)to learn how interviewing at Agoda works. ### **Discover more about working at Agoda** * Agoda Careers[https://careersatagoda.com](https://careersatagoda.com/) * Facebook[https://www.facebook.com/agodacareers/](https://www.facebook.com/agodacareers/) * LinkedIn[https://www.linkedin.com/company/agoda](https://www.linkedin.com/company/agoda) * YouTube[https://www.youtube.com/agodalife](https://www.youtube.com/agodalife) **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](https://careersatagoda.com/privacy-statement). **Disclaimer** We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.
At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide. No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us. **Get to Know our Team:**The Customer Experience Group (CEG) of Agoda effectively serves our customers and partners to ensure satisfying results. This great task is accomplished with the support of our Global Service Verticals (GSV) team. We serve as the backbone for CEG’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. 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. This role is within the **Operational Excellence and Automation team**, which is a part of CEG’s Global Service Verticals. The team focuses on driving end‑to‑end customer experience and process improvements, and scaling impact through automation, AI, and tooling across both customer-facing and agent-facing journeys. **The Opportunity:**This role is responsible for leading a portfolio of global operational excellence and automation initiatives in the Customer Experience Group (CEG), with a focus on: (i) automation, AI, and tooling to enhance customer and agent experience, and (ii) process optimization and CX improvements across the post‑booking customer journey. You will lead a high‑performing team of project managers/experts to drive measurable impact on customer satisfaction, efficiency, quality, and cost. The role combines strategic problem solving, hands‑on data-driven execution, and strong stakeholder management with both technical (Product/Tech/Data) and non-technical (Operations/Support/Commercial) teams. **In this Role, you’ll get to:** **Lead and Own a Portfolio of Transformational Initiatives** * Own from end‑to‑end a collection of projects and/or areas of business in CEG (global coverage), spanning automation/AI and process excellence initiatives. * Prioritize, plan, and drive initiatives that improve mission‑critical metrics: customer satisfaction (e.g., CSAT), service levels, automation quality, productivity, cost efficiency, and employee/agent engagement. * Ensure CEG readiness to support Agoda’s new business and product initiatives by working closely with Product, Engineering, Data, Marketing, Strategic Partnerships, Partner Services, Finance, Legal, and other CEG teams. **Drive Automation & AI driven solutions** * Identify opportunities to leverage automation, AI, and tooling across customer and agent journeys (e.g., self‑service, workflow automation, AI quality testing). * Partner with Product Management / Technology / CEG teams to design, prioritize, and implement solutions, from experimentation and configuration through to global rollout and impact measurement. * Oversee the configuration and governance of operational flows and low‑code/automation tools, ensuring solutions are robust, scalable, and aligned with business goals and CX standards. **Shape End‑to‑End Customer & Process Improvements** * Continuously improve CEG end‑to‑end processes across the post‑booking journey to remove pain points, and improve operational performance through targeted initiatives and data driven insights. * Own and evolve frameworks and roadmaps for how we continuously improve our internal Standard Operating Procedures (SOPs) and related processes; balancing CX/PX outcomes vs. efficiency/cost. * Drive strategic initiatives across CEG such as improving Localization support in key growth markets, regulatory initiatives and partner closely with our commercial teams in order to improve partner/supplier pain points. * Define clear problem statements and build business cases to define and prioritize customer/partner pain points and success metrics. **Lead and Develop a High‑Performing Team** * Set long‑term vision, strategy, and annual/quarterly OKRs for your team, aligning with CEG and Agoda-wide priorities. * Manage and coach a team of project managers (and potentially people managers), building talent, capability, and succession within the Operational Excellence and Automation team. * Provide structured feedback, mentoring, and support to enable your team’s growth and to consistently raise the bar for quality and impact. * Build trusted relationships with senior leaders and stakeholders across CEG and other functions, effectively influencing priorities and decisions. * Monitor project milestones, identify risks and dependencies, troubleshoot issues, and implement mitigation plans—acting at all times as the ultimate owner of the portfolio’s outcomes. **What you’ll Need to Succeed:** **Experience & Background** * At least 8–10+ years of experience in project/program management, operations, customer experience, process improvement, strategy, management consulting, or similar fields. * Significant people leadership experience, including building and managing high‑performing teams (ideally including people managers and individual contributors). * Proven track record of leading complex, cross‑functional initiatives from idea to implementation, with clear, measurable business impact. * Experience working closely with Product/Technology/Data teams on technical or automation/AI-focused projects is highly advantageous. **Technical & Analytical Skills** * Strong analytical mindset; comfortable with numbers and quantitative problem solving. Able to define analysis structures, interpret data, challenge existing metrics, and make recommendations. * Familiarity with data and analytics tools (e.g., SQL, Tableau, Metabase, VBA, or similar) and experience leveraging them to drive decisions. * Comfort working with or overseeing workflow / automation / agent guidance tools, and the ability to engage in technical discussions with Product/Engineering/Data teams. Coding ability is a plus (you have to be willing to learn) * Exposure to AI/ML‑driven solutions in an operational or CX context (e.g., chatbots, recommendation engines, routing, classification, or decision support tools) is a strong plus. **CX, Process, and Delivery Skills** * Demonstrated experience in process improvement and CX transformation, ideally in operations or customer support environments. * Strong project and stakeholder management skills, with the ability to manage multiple initiatives in parallel, structure complex problems, and orchestrate cross‑functional teams. * Experience defining and driving improvements in KPIs such as CSAT, NPS, SLAs, handle time, productivity, or cost‑to‑serve. **Leadership, Communication & Ways of Working** * Excellent communication and presentation skills in English, with the ability to influence and align stakeholders at all levels, including senior leadership. * Ability to work effectively in a fast‑paced, dynamic, multicultural environment, comfortable with ambiguity and experimentation in a high‑velocity setting. * A growth mindset and positive attitude: proactive, hands‑on, detail‑oriented, and with a strong sense of ownership and accountability. * Eagerness to pitch new ideas, take initiative, and seek out opportunities for improvement; comfortable giving and receiving feedback. * Professional experience with Microsoft Office tools (e.g., Excel, Word, PowerPoint). Experience with collaboration and project tracking tools is a plus. **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 potential moves between teams and global locations. You will interact with departmental senior leadership regularly. * Dynamic, multinational tech environment with colleagues from diverse educational and professional backgrounds. * Continuous learning and development opportunities through corporate learning programs. * Modern office space and convenient location at the heart of Bangkok Metropolitan, Hub of Asia. #### Please review our Hiring Process Guidelines before your interview — click [here](https://careersatagoda.com/interview/)to learn how interviewing at Agoda works. ### **Discover more about working at Agoda** * Agoda Careers[https://careersatagoda.com](https://careersatagoda.com/) * Facebook[https://www.facebook.com/agodacareers/](https://www.facebook.com/agodacareers/) * LinkedIn[https://www.linkedin.com/company/agoda](https://www.linkedin.com/company/agoda) * YouTube[https://www.youtube.com/agodalife](https://www.youtube.com/agodalife) **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](https://careersatagoda.com/privacy-statement). ## Apply Now Associate Director / Principal Project Manager / Senior Project Manager, Operational Excellence & Automation team, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided) +93 This role is based in Bangkok, are you willing to relocate? (Relocation provided) How many years of relevant full-time experience do you have? (Excluding internship) Which statement best describes your experience with data analysis and visualization tools, for example, SQL / Tableau / ClickView / SAAS / Google Analytics / VBA...? Are you presently employed by any company within the Booking Holdings group, including but not limited to Kayak, OpenTable, Booking.com, Rental Cars, RocketMiles, FareHarbor, HotelsCombined, CheapFlights, Momondo, Priceline, or Getaroom? In which country/region are you currently based? How did you hear about this job? To avoid actual or perceived impairment of our parent company’s independent auditor – Deloitte and to comply with applicable regulations of Securities and Exchange Commission of the United States, we need to seek approvals from our parent company before starting the interview process. With this, please confirm if you are currently or formerly have been associated with Deloitte or any of its subsidiary entities at any time including but not limited to any time as a direct employee, director, contractor, major shareholder, intern etc.? Email me about other job openings within the Booking Holding’s entities and recruitment-related newsletters  By submitting your Application you confirm you have read and agreed to Agoda applicants [Privacy statement](https://careersatagoda.com/privacy-statement/).