This role focuses on providing advanced technical assistance for the installation, operation, and maintenance of specific computer software applications. You will work with minimal supervision to ensure applications function correctly according to company standards. The position involves coordinating with various teams to resolve complex technical issues and implementing necessary fixes. You will also be responsible for maintaining accurate records of all customer interactions, reported issues, and their resolutions to ensure continuity and knowledge sharing within the team.
The Technical Specialist provides Level 2 technical support and operational maintenance for hardware, infrastructure, and end-user computing environments. The role ensures the availability, stability, and security of IT infrastructure and workplace services across the organization. Responsibilities include troubleshooting hardware, software, and network incidents, supporting workplace technologies like endpoints and printers, and coordinating escalations with global teams. The position requires a Bachelor's degree in Computer Science or related fields and 3-5 years of experience in IT Infrastructure, Hardware Support, or IT Operations.
This role involves leading and contributing to strategic projects with senior stakeholders across the organization. The Manager will work with executives in commercial, product, supply, marketing, and finance to define strategy and drive key initiatives. Responsibilities include leading a team of analysts, conducting industry and competitor analysis, developing business strategies, and supporting high-quality materials for internal and external audiences. The role also involves tracking OKRs, organizing Quarterly Business Reviews (QBRs), and coaching analysts on data gathering.
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.
As a key member of the Global Payroll team in Bangkok, you will be responsible for overseeing the timely and accurate processing of international payroll transactions. You will ensure strict compliance with local laws and regulations while managing monthly payroll activities for assigned countries. This role involves coordinating with external vendors to handle tax filings and social security payments, as well as leading process improvement initiatives to enhance operational efficiency.
You will collaborate with internal People teams and external partners to establish procedures for new payroll systems and countries. Additionally, you will support external and internal audits, manage inquiries from stakeholders, and participate in ad-hoc projects related to system upgrades and process harmonization. This position offers the opportunity to drive significant improvements in payroll operations and support a diverse global workforce.
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.
This role serves as the primary point of contact for merchants, handling inquiries and resolving technical issues with a focus on efficiency and accuracy. You will manage the end-to-end merchant onboarding process, including staff account setup and regulatory compliance checks. The position involves collaborating with cross-functional teams such as Business Development, Marketing, and Compliance to enhance the merchant experience. Additionally, you will analyze data trends to prepare reports and work closely with Risk Management to maintain KYM guidelines and conduct periodic risk assessments.
This role involves managing the executive's daily schedule and coordinating complex domestic and international business travel arrangements. You will handle administrative support for executives and the department, including processing expense reimbursements and managing related documentation. Additionally, you will coordinate and support various departmental activities, such as workshops, team outings, and press trips, ensuring smooth operations for the business unit.
The position requires strong organizational and multitasking skills to manage conflicting priorities effectively. You will act as a key point of contact for internal and external stakeholders, ensuring clear communication and timely execution of all scheduled activities. This is a contract position with a fixed term ending December 31, 2027.
This role provides high-level administrative support to executives across multiple markets, ensuring the smooth execution of the Suntory Beverage and Food Thailand (SBFHE) agenda. You will act as a trusted gatekeeper and connector to key stakeholders, orchestrating priorities across Thailand, Indochina, North Cluster, and South Cluster. The position requires managing complex calendars, preparing executive materials, and leading monthly People & Culture (P&C) meetings to ensure alignment with organizational targets.
You will handle a wide range of responsibilities including departmental purchase requisitions, monthly payroll processing for temporary staff, and travel budget management. Additionally, you will co-lead company engagement activities such as employee programs and events, ensuring smooth logistics and internal communication. The role demands exceptional discretion, strong organizational skills, and the ability to manage sensitive information while maintaining efficient filing and document management systems.
