The Capacity Planner operates as a specialist within the Global Service Vertical team, focusing on forecasting and operational capacity performance analysis. The role involves forecasting contact center demand, executing resource interventions, and recommending strategies to meet Service Level Agreement (SLA) targets and business objectives. The planner supports Associate Capacity Planners and collaborates with stakeholders to drive continuous improvement. Key activities include medium and short-term forecasting, shrinkage planning, and managing supply and demand levers to ensure efficient operations.
**About the Role**
Responsible for maximising the sales of AIA products and services by selling directly to retail customers through infrastructures such as call centre (i.e. telemarketing) and online platform to meet individual / team quotas and AIA business objectives
**Job Description**
• Build demand for AIA's products by highlighting their ability to meet the client's needs
• Develop, implement and coordinate sales and distribution programmers for the direct sales channel
• May handle existing accounts as part of a larger account team or run named accounts within a geography for a particular product or product set
• Build and responsible for positive customers' experiences and a high level of happiness of key partners.
• Responsible for other relating tasks as assigned to align with business policy and build long term business growth.
• Explore opportunity to improve work flow and build balanced environment
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
In accordance with recruitment policy and hiring standard of AIA (Thailand) Company Limited, after completing the selection process, you are required for criminal background check before joining the company. Your criminal record information will be retained according to the PDPA policy of the company. As per attached link [[https://www.aia.co.th/th/about-aia/privacy/candidate](https://www.aia.co.th/th/about-aia/privacy/candidate)]
_Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.
**About the Role**
Responsible for maximising the sales of AIA products and services by selling directly to retail customers through infrastructures such as call centre (i.e. telemarketing) and online platform to meet individual / team quotas and AIA business objectives
**Job Description**
• Build demand for AIA's products by highlighting their ability to meet the client's needs
• Develop, implement and coordinate sales and distribution programmers for the direct sales channel
• May handle existing accounts as part of a larger account team or run named accounts within a geography for a particular product or product set
• Build and responsible for positive customers' experiences and a high level of happiness of key partners.
• Responsible for other relating tasks as assigned to align with business policy and build long term business growth.
• Explore opportunity to improve work flow and build balanced environment
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
In accordance with recruitment policy and hiring standard of AIA (Thailand) Company Limited, after completing the selection process, you are required for criminal background check before joining the company. Your criminal record information will be retained according to the PDPA policy of the company. As per attached link [[https://www.aia.co.th/th/about-aia/privacy/candidate](https://www.aia.co.th/th/about-aia/privacy/candidate)]
_Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._
_You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date._
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 of Agoda effectively serves our customers and partners to ensure satisfying results. This great task is accomplished with the support of our Global Service Vertical team. We serve as the backbone for Customer Experience Group’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. Working with the Global Service Vertical team is a great opportunity to collaborate with various stakeholders and develop initiatives with our sister companies and external partners all over the world. 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.
**The Opportunity:**
This role is responsible for the management of projects & areas of responsibilities in the Customer Experience Group (CEG) aiming at supporting successfully new business initiatives, improving and maintaining efficiency and effectiveness of processes, and leading change in order to support CEG’s customer satisfaction strategy, tactics and service leading to ongoing customer experience improvements for Agoda’s customers in Agoda’s vibrant multilingual Customer Experience group.
**In this role, you will get to:**
* **Own the business:**take full ownership of CEG business areas, ensuring seamless day-to-day operations while continuously improving processes, tools, and ways of working.
* **Structure, Analyze and Solve Problems:** leverage data and collaboration to identify problems and opportunities in a structured manner, proposing project ideas and solutions to drive critical operational metrics.
* **Lead projects:** drive end-to-end project execution, collaborating closely with multiple stakeholders such as Customer Support Operations, Product Management, and other Project Management teams.
* **Act as a Subject Matter Expert (SME):** Become an SME in the respective business areas, providing consultancy to other teams on implementing new initiatives, and working with cross-functional teams to launch innovative solutions.
**What You’ll Need to Succeed:**
* Prior experience in the airline/flight industry, including ticketing knowledge and exposure to Global Distribution Systems (GDS), is a strong plus
* Direct experience managing relationships with external partners is a strong plus
* Proven track record in managing complex projects with multiple stakeholders
* Highly analytical and proficient with numbers, capable of defining analysis structures, conquering complex calculation, and making data-driven decision
* Excellent organization capabilities, and able to operate independently
* Strong communication skills, both verbal and written, in English, with the ability to adjust your style to suit different perspectives and seniority levels
* Comfortable working with uncertainty and experimentation in a high-velocity, dynamic, multicultural environment
* Be a team player with a collaborative mindset
* Professional experience in Microsoft Office tools (e.g. Excel, Word, and PowerPoint). Skills in SQL/Tableau will be useful
#### Please review our Hiring Process Guidelines before your interview — click [here](https://careersatagoda.com/interview/)to learn how interviewing at Agoda works.
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**
* Freshers until 8+ 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 note that we may not be able to provide an immediate response or follow up on every application.**
#### Please review our Hiring Process Guidelines before your interview — click [here](https://careersatagoda.com/interview/)to learn how interviewing at Agoda works.
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/).
Salesforce is hiring a Senior Manager, Customer Success Management (Player-Coach) based in Bangkok, Thailand. This hybrid role combines individual account ownership with people leadership: the incumbent personally manages a small portfolio of strategic Enterprise accounts focused on Salesforce Sales and Service Cloud, while also leading, coaching, and developing a team of Customer Success Managers.
Key duties include acting as primary CSM and trusted advisor to executive stakeholders, building Success Plans, driving adoption, identifying expansion and renewal risks, and modeling best-in-class CSM behavior. The role also requires mentoring the CSM team, overseeing portfolio health, driving retention and satisfaction targets, partnering cross-functionally, and reporting to senior leadership. Fluency in Thai or Vietnamese plus strong English is required.
The IT Executive / EUC Specialist sits within Grab's Grabber Technology Solutions (GTS) team in Bangkok, managing end-user computing operations for Grabbers. The role owns daily EUC operational outcomes for the assigned site or country, partners with managed service vendors on escalations and performance, develops SOPs and knowledge-base materials, supports governance and compliance activities, and leads small to medium operational improvement projects such as asset lifecycle accuracy and endpoint compliance.
Candidates need at least 3 years of experience in IT operations, end-user computing, workplace technology, or service desk roles, with the ability to independently deliver scoped workstreams. Experience with IT service management, asset management, endpoint or workplace tooling, and cloud productivity environments is required, along with analytical skills and digital/AI proficiency to drive automation and operational improvements.
Agoda is hiring a Lead for People Technology Operational Excellence within its Global Service Delivery (GSD) team in Bangkok, with relocation provided. The role owns HRIS service operations covering Tier 2+ tickets, change requests, and data access requests, turning operational data into priorities and driving process improvements. Responsibilities include monitoring SLAs, building dashboards, standardizing SOPs, and coordinating change requests with HRIS specialists and project managers.
The position requires 8+ years of experience in HRIS or IT service operations, hands-on ticketing tool experience (Jira Service Management, ServiceNow, or Zendesk), strong data analytics skills, and experience creating SOPs and defining service metrics. Workday experience, SQL, and ITIL/Lean/Six Sigma knowledge are nice to have.
The Junior Application Support Engineer provides day-to-day and night-shift application support for the KKPS and KKPAM Back Office systems at Kiatnakin Phatra Securities. Operating in a dual-shift model, the role ensures application availability, monitors health status, executes batch processing, and responds to user inquiries via the central hotline and ITSM system. The position collaborates with Helpdesk, Software Development, SRE, and Server teams for incident resolution.
Candidates need a Bachelor's degree in Computer Science, Computer Engineering, IT, or a related field, with 1-3 years of experience in Application Support, IT Helpdesk, or Operations. Familiarity with ITSM tools, basic SQL, Windows/Linux servers, file transfer protocols, and scripting is expected. Rotating shifts including nights are required.
