Agoda has experienced dramatic growth. As the company grows and attracts more talent, Agoda seeks to hire a self-motivated, dynamic Global Mobility Specialist to help build our ability to provide high-quality customer service for our employees around the world. We expect the successful candidate to bring prior knowledge, quantitative acumen, and relevant immigration experience to the role. The Global Mobility Specialist plays a critical role in delivering a smooth, reliable, and positive employee experience for new hires and internal transfers relocating into Thailand. This role owns day-to-day immigration operations, supports stakeholders with expert guidance, and actively contributes to process improvement initiatives. **What you’ll do** * Manage and coordinate Thailand immigration process for expatriate employees, new hires, relocation, and assignment into Thailand * Deliver immigration services accurately and on time, ensuring compliance with regulations and agreed service levels * Advise and support employees and stakeholders on immigration requirements, processes, and timelines * Ensure expatriates receive clear, sufficient, and accurate information throughout the visa and work permit journey * Proactively manage issues and escalations, involving the right stakeholders to ensure timely and effective resolution * Take ownership of assigned tasks and processes, identifying opportunities to improve efficiency, quality, and employee experience * Interpret immigration regulations, internal policies, and guidelines to recommend appropriate and compliant solutions * Contribute to the development, documentation, and implementation of process improvements and standard workflows * Collaborate with cross-functional teams, vendors, and authorities to support people services and transformation initiatives * Support and mentor junior team members to meet performance and quality expectations * Contribute to team collaboration, knowledge sharing, and People team initiatives As part of a dynamic and evolving People team, the successful candidate will have opportunities over time to expand scope into broader employee lifecycle activities, including additional mobility services and global immigration support. **What you’ll need to succeed** * Bachelor’s degree or equivalent qualification * Excellent command of English and Thai, with the ability to communicate professionally with Thailand government authorities and global embassies * Min. 7-year experience in Thailand immigration, with experience in a BOI-registered company strongly preferred * Strong attention to detail and accuracy, with a high standard of compliance and documentation quality * Proven problem-solving skills, with the ability to interpret policies and guidelines to determine appropriate and practical solutions * Experience in shared services, operations, or process improvement environments is a strong plus * Strong interpersonal and communication skills, with a clear customer-service mindset and ability to work effectively in a multicultural environment * Ability to influence and collaborate with stakeholders to reach realistic, compliant, and mutually acceptable outcomes * Demonstrates professionalism, sound judgment, and a high level of discretion, confidentiality, and ethical integrity

This is a high-impact PMO role within the Supply Central Management Office, reporting directly to senior leadership to drive coordination and execution across complex cross-functional initiatives. You will own the end-to-end project management for Supply-led initiatives, ensuring alignment from planning through to post-mortem analysis. The position requires building and maintaining trackers and dashboards that provide C-level stakeholders with clear visibility into progress and blockers. You will also design and own standard operating procedures for risk monitoring and incident response, translating complex situations into clear recommendations for executive leadership. This is an individual contributor role focused on process improvement, stakeholder management, and driving decisions to closure in a fast-paced environment. You will prepare and run cross-functional working sessions, steering committees, and leadership cadences such as Quarterly Business Reviews. Your role involves surfacing trade-offs and framing options clearly to drive decisions with defined ownership and timing. You will monitor inputs from internal teams, external partners, and regulatory sources to detect country-level risks early. Additionally, you will take on ad-hoc Supply-led projects as required, ensuring the Supply team has a strong backbone of project management and governance.

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/).

This role focuses on the comprehensive management and development of commercial properties, ensuring optimal asset performance and tenant satisfaction. You will be responsible for overseeing daily operations, maintaining high standards of facility management, and coordinating development projects to enhance property value. The position requires a proactive approach to problem-solving and a commitment to delivering exceptional service to stakeholders. You will collaborate with cross-functional teams to implement strategic initiatives that align with organizational goals. The role involves monitoring market trends, analyzing financial data, and making informed decisions to drive continuous improvement. Success in this position requires strong organizational skills, attention to detail, and the ability to manage multiple priorities effectively.

This role involves providing exceptional customer support to clients, specifically focusing on Hindi-speaking customers. You will act as the primary point of contact for inquiries, resolving issues efficiently and professionally. The position requires strong communication skills to bridge language gaps and ensure customer satisfaction. You will work within a dynamic team environment to maintain high service standards and contribute to the company's reputation for quality support.

You will play a pivotal role in shaping the organization's strategic direction and financial future. Your primary focus will be on defining business growth strategies and developing comprehensive business plans, including annual plans and Medium-Term Plans (MTP). You will be responsible for building financial models to assess business performance and investment opportunities, ensuring data accuracy and supporting critical decision-making processes. Additionally, you will lead or participate in key strategic projects, overseeing team structures and project execution to ensure objectives are met efficiently. You will act as a key partner in monitoring business and financial performance, preparing detailed presentations for management committees and investor relations activities. This involves analyzing actual versus planned performance, identifying key issues, and linking them to strategic execution plans and KPIs. You will also lead post-implementation analysis and investment tracking to ensure ongoing project success and value realization.

This role focuses on managing commission payments and legal documentation for a large network of partners. You will be responsible for reconciling raw data to ensure accurate commission calculations for corporate partners. The position involves verifying tax invoices and supporting finance operations through the internal portal. You will coordinate with various internal teams and external partners to facilitate timely payments and resolve claims. Additionally, you will help establish new processes and manage projects related to finance operations to improve efficiency.

You will act as a trusted advisor and expert, collaborating closely with internal teams and external clients to build and implement effective measurement strategies. You will leverage advanced Google data and technology to provide actionable insights that improve advertising performance and drive business results. As part of the Large Customer Sales (LCS) team, you will work with top global brands and companies, helping them navigate the evolving advertising landscape and achieve their growth objectives through a comprehensive suite of Google solutions across Search, YouTube, and Measurement platforms. This role is a critical part of the Planning and Measurement team, dedicated to helping clients understand the value and impact of their campaigns. We are seeking a passionate and experienced leader to join our team and elevate measurement practices for clients in the E-commerce, Gaming, and Travel sectors. You will have the opportunity to work at the forefront of technology, influencing market strategies and making a tangible impact on major businesses worldwide.

This role involves overseeing market activities and leading routine sales planning for the entire product portfolio. You will set SMART objectives for team members and manage coverage to expand new outlets while optimizing routes and merchandising execution. The position requires developing strong customer relationships, monitoring delivery accuracy, and protecting company assets within the assigned territory. You will collaborate with Area Sales Managers to ensure route profitability and sales growth opportunities. Additionally, you are responsible for implementing pricing strategies, managing promotional campaigns, and ensuring efficient budget utilization to optimize beverage off-take. The role also includes managing account development, collecting payments on time, and providing constant competitor activity feedback to maintain a competitive advantage. Finally, you will support after-sales service and ensure the team adheres to POS execution standards through regular coaching and field work.

You will lead trade marketing initiatives to drive sales growth and brand visibility in the Thai market. This role involves developing strategic marketing plans that align with business objectives and executing campaigns across retail channels. You will collaborate closely with cross-functional teams to optimize product positioning and promotional activities. The position requires strong analytical skills to measure campaign performance and adjust strategies for maximum impact. You will manage relationships with key retail partners and distributors to ensure effective execution of marketing programs. Your work will focus on creating compelling point-of-sale materials and training programs for retail staff. You will also monitor market trends and competitor activities to identify new opportunities for growth. This role offers the chance to make a significant contribution to the company's market presence in Thailand.