This role involves developing strategic business plans and joint plans for specific categories and customers. The position requires collaborating with Category and Channel Teams to create integrated promotional plans and managing customer promotion investments. The employee will act as an ambassador for Unilever, participating in account manager meetings to find business solutions. Key duties include negotiating trade terms and funding, managing customer investments, and delivering on agreed plans to achieve objectives like Net new items, Share of basket, and Distribution.
This role involves leading consulting projects for the automotive industry in Southeast Asia, focusing on strategy development to execution. The position requires acting as a project manager for mixed teams, supporting case and client development, and addressing the impacts of the CASE (Connected, Autonomous, Shared, Electrification) transformation. The role also entails formulating medium to long-term management plans, reviewing product portfolios, and designing business models for new services. The candidate must lead diverse teams, collaborate effectively with stakeholders, and drive high performance.
This role involves developing customer strategic business plans and joint business plans in collaboration with Category and Channel Teams. The position focuses on managing integrated promotional plans, trade terms, and investments to drive sales performance. The manager acts as an ambassador between Unilever and the customer, ensuring consistent business reviews and data analysis to support growth objectives.
This role involves managing SPX's daily supply chain planning by forecasting demand using big data models and managing supply and capacity across teams. The position requires developing insights and strategies for the SPX Operations Team to solve problems related to supply chain planning, optimization, human resources, and cost. Additionally, the role entails managing cross-functional teams to ensure the stable growth of the SPX supply chain.
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.
THIS ROLE IS BASED IN BANGKOK, THAILAND (RELOCATION PROVIDED)
**Get to Know our Team:**
The Supply Analytics team delivers data-driven insights and decision support to optimize Agoda’s supply ecosystem. We analyze partner and marketplace dynamics, build forecasts and models, run experiments, and create scalable dashboards and data products that power strategic direction and operational execution. We bring value through rigorous analyses and pragmatic, measurable recommendations that help Supply, Product and other teams prioritize work and drive impact. Our work improves inventory quality, partner economics, and the long-term health and growth of Agoda.
**The Opportunity:**
We are seeking a Manager/Senior Manager to lead strategic and operational initiatives that create both growth and efficiency for the Supply department. In this role, you will work directly with multiple stakeholders, including executive leadership and various cross-functional departments to successfully implement key initiatives. You will impact Agoda’s business through exploring new business opportunities, analyzing complex scaling challenges, and improve existing operations.
**In this Role, you’ll get to:**
* **General:**This role is a blend of hands on ‘in the business’ and executive level ‘on the business’ work. To succeed you will enjoy rolling up your sleeves, leading a team and contributing to strategy.
* **Project Delivery:**Manage, standardize & validate the structure of business cases for product development, headcount, engineering resources, budgets, general strategic & roadmap prioritization.
* **Experimentation:**Define success, measure / validate experiments and help ingrain an experimental mindset within the teams.
* **Forecasting and Insights:**Provide a macro-led business intelligence view to the organization to prevent missed opportunities, surmount obstacles at all organizational levels and drive commercial behaviors.
* **Analytics & Alerts:**Quantitative analysis, data mining and presentation of business metrics; identify drivers and build an end-to-end communication framework based on business value, effort and urgency.
* **Process Improvement:**Work with all teams to drive inter- and intra- departmental efficiencies, optimize processes and prioritize system enhancements.
* **Reporting:**Build dashboards, internal / external reports and present key datasets to enable all team members to efficiently and effectively monitor performance and prioritize their efforts.
* **Leadership:**Lead a small team of experts to deliver the above functions and be excited by the challenge of mentoring team members across the chain and connectivity teams.
**What you’ll Need to Succeed:**
* 5+ years of leadership experience in analytics/data science/insights/strategy
* 2+ years’ experience leading analytics, operational, product or other technical teams
* Expert domain of data analysis and data visualization tools and software such as Excel, SQL, Tableau, Python, R, or similar
* Strong statistical modelling and machine learning knowledge
* Strong experience in finding data insights and provide business recommendation to the business
* Excellent communicator with superior written, verbal, presentation and interpersonal communication skills.
* Ability to multi-task, prioritize and coordinate resources.
* Strong program/project management experience.
* Bachelor’s degree ideally in a business or quantitative subject (e.g. computer science, mathematics, engineering, science, economics or finance)
* Experience in articulating strategic issues and negotiating with C-level executives – experience in leading strategy consulting projects a plus
* People management – track record of developing stars
* Ability and willingness to drive projects independently, working efficiently to deliver results rapidly and engaging the relevant stakeholders throughout the process
**It’s Great if you Have:**
* Master’s degree in statistics, economics, mathematics or similar discipline
* Experience in conducting A/B testing experimentation
* Travel industry / e-commerce / tech / consulting experience
#### 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:**
Strategic Partnerships is a team of creative entrepreneurs that develop solutions for Agoda’s non-accommodation partners and promote Agoda’s top and bottom-line growth. We design tailored business and product solutions with our partners and help them generate measurable value. Members of our team are empowered and supported to grow their market(s) or accounts. We develop win-win relationships and leverage Agoda’s unique accommodations portfolio and tech solutions to bring our partners the advantages they seek. Utilizing our strong brand and resources, we build new channels to increase the visibility of Agoda, introduce more travelers to our great products and service and deliver significant revenues to the overall business.
**The Opportunity:**
We are seeking a Senior Manager, Commercial Excellence to join our Financial Institutions (FI) Vertical within the Strategic Partnerships team, supporting commercial excellence and driving growth across Agoda’s Financial Institutions portfolio.
In this role, you will be at the forefront of commercial analytics and FI-focused project management, combining sharp analytical capabilities with strong commercial judgment to support strategic decision-making across our FI partnerships, spanning banks, card schemes, and wallet partners.
You will need to bring a strong analytical and commercial acumen, coupled with structured problem-solving discipline, project management rigor, and attention to detail. A key part of this role is your ability to act as a strategic bridge across commercial, product, operations, and FinTech teams, translating data-driven insights into measurable business outcomes and influencing cross-functional stakeholders at all levels.
**What You’ll Do:**
**Commercial analytics**
* Own strategic and performance analysis for FI partners across growth, funnel, commercial performance, and profitability, and translate insights into clear recommendations and portfolio priorities
* Build and maintain dashboards, recurring reporting, KPI frameworks, and business review materials to improve visibility, decision-making, and performance management
* Lead deep dives to identify performance drivers, diagnose gaps, evaluate market opportunities, and develop business cases, commercial models, and go-to-market recommendations
* Support action planning and impact tracking against commercial targets, particularly in areas of underperformance or strategic focus
* Partner with cross-functional teams to turn analytical insights into business actions and improve reporting quality, analytical rigor, and fact-based decision-making across the FI organization
**FI Project Management**
* Lead or coordinate key FI initiatives from scoping and planning through execution tracking, stakeholder alignment, and leadership updates
* Drive cross-functional delivery across commercial, product, finance, legal, operations, FinTech, and marketing teams to support initiatives involving banks, card schemes, and wallets
* Establish workplans, timelines, governance, and tracking mechanisms, while managing milestones, dependencies, risks, and issue resolution across FI initiatives
* Act as a central coordinator across FI workstreams, aligning business priorities, analytical insights, and execution plans to drive measurable outcomes
* Support special projects and help build scalable processes and best practices for how FI initiatives are prioritized, managed, and reviewed
**Scope / impact**
* High-impact role at the intersection of strategy, analytics, and commercial execution
* Direct influence on FI vertical growth, partner performance, and prioritization decisions
* Strong exposure to senior stakeholders and cross-functional leadership teams
* Opportunity to shape the commercial excellence agenda, including how performance is measured, managed, and improved
**Required Qualifications:**
* 7+ years of relevant experience in commercial analytics, strategy, project management, consulting, revenue optimization, performance management, or similar fields
* Strong analytical and problem-solving skills, with the ability to structure ambiguity, derive insight from data, and translate analysis into actionable business recommendations
* Strong commercial acumen and business judgment, with a clear understanding of how analysis informs growth, prioritization, and financial outcomes
* Proven ability to influence or lead cross-functional initiatives, manage stakeholders, and drive execution in complex and ambiguous environments
* Experience developing business cases, performance frameworks, and executive-ready recommendations
* Excellent communication skills, including the ability to influence senior stakeholders and present complex ideas in a clear, concise, and compelling way
* High ownership, attention to detail, and strong execution discipline
**Preferred Qualifications:**
* Experience with SQL, BI tools, or data visualization tools is strongly preferred
* Experience leading cross-functional initiatives from insight generation through execution and impact tracking
* International or regional experience in a matrix organization is advantageous
* Experience in OTA,e-commerce,financial institutions, payments, loyalty, travel, e-commerce, fintech, strategic partnerships,or other highly data-driven consumer industries
* Experience working with partner-facing commercial teams and translating commercial needs into analytical solutions
* Advanced Excel and PowerPoint skills; ability to build structured presentations for senior leadership
* Experience managing or mentoring team members is a plus
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:**
Strategic Partnerships is a team of creative entrepreneurs that develop solutions for Agoda’s non-accommodation partners and promote Agoda’s top and bottom-line growth. We design tailored business and product solutions with our partners and help them generate measurable value. Members of our team are empowered and supported to grow their market(s) or accounts. We develop win-win relationships and leverage Agoda’s unique accommodations portfolio and tech solutions to bring our partners the advantages they seek. Utilizing our strong brand and resources, we build new channels to increase the visibility of Agoda, introduce more travelers to our great products and service and deliver significant revenues to the overall business.
**The Opportunity:**
We are seeking a Senior Manager, Commercial Excellence to join our Financial Institutions (FI) Vertical within the Strategic Partnerships team, supporting commercial excellence and driving growth across Agoda’s Financial Institutions portfolio.
In this role, you will be at the forefront of commercial analytics and FI-focused project management, combining sharp analytical capabilities with strong commercial judgment to support strategic decision-making across our FI partnerships, spanning banks, card schemes, and wallet partners.
You will need to bring a strong analytical and commercial acumen, coupled with structured problem-solving discipline, project management rigor, and attention to detail. A key part of this role is your ability to act as a strategic bridge across commercial, product, operations, and FinTech teams, translating data-driven insights into measurable business outcomes and influencing cross-functional stakeholders at all levels.
**What You’ll Do:**
**Commercial analytics**
* Own strategic and performance analysis for FI partners across growth, funnel, commercial performance, and profitability, and translate insights into clear recommendations and portfolio priorities
* Build and maintain dashboards, recurring reporting, KPI frameworks, and business review materials to improve visibility, decision-making, and performance management
* Lead deep dives to identify performance drivers, diagnose gaps, evaluate market opportunities, and develop business cases, commercial models, and go-to-market recommendations
* Support action planning and impact tracking against commercial targets, particularly in areas of underperformance or strategic focus
* Partner with cross-functional teams to turn analytical insights into business actions and improve reporting quality, analytical rigor, and fact-based decision-making across the FI organization
**FI Project Management**
* Lead or coordinate key FI initiatives from scoping and planning through execution tracking, stakeholder alignment, and leadership updates
* Drive cross-functional delivery across commercial, product, finance, legal, operations, FinTech, and marketing teams to support initiatives involving banks, card schemes, and wallets
* Establish workplans, timelines, governance, and tracking mechanisms, while managing milestones, dependencies, risks, and issue resolution across FI initiatives
* Act as a central coordinator across FI workstreams, aligning business priorities, analytical insights, and execution plans to drive measurable outcomes
* Support special projects and help build scalable processes and best practices for how FI initiatives are prioritized, managed, and reviewed
**Scope / impact**
* High-impact role at the intersection of strategy, analytics, and commercial execution
* Direct influence on FI vertical growth, partner performance, and prioritization decisions
* Strong exposure to senior stakeholders and cross-functional leadership teams
* Opportunity to shape the commercial excellence agenda, including how performance is measured, managed, and improved
**Required Qualifications:**
* 7+ years of relevant experience in commercial analytics, strategy, project management, consulting, revenue optimization, performance management, or similar fields
* Strong analytical and problem-solving skills, with the ability to structure ambiguity, derive insight from data, and translate analysis into actionable business recommendations
* Strong commercial acumen and business judgment, with a clear understanding of how analysis informs growth, prioritization, and financial outcomes
* Proven ability to influence or lead cross-functional initiatives, manage stakeholders, and drive execution in complex and ambiguous environments
* Experience developing business cases, performance frameworks, and executive-ready recommendations
* Excellent communication skills, including the ability to influence senior stakeholders and present complex ideas in a clear, concise, and compelling way
* High ownership, attention to detail, and strong execution discipline
**Preferred Qualifications:**
* Experience with SQL, BI tools, or data visualization tools is strongly preferred
* Experience leading cross-functional initiatives from insight generation through execution and impact tracking
* International or regional experience in a matrix organization is advantageous
* Experience in OTA,e-commerce,financial institutions, payments, loyalty, travel, e-commerce, fintech, strategic partnerships,or other highly data-driven consumer industries
* Experience working with partner-facing commercial teams and translating commercial needs into analytical solutions
* Advanced Excel and PowerPoint skills; ability to build structured presentations for senior leadership
* Experience managing or mentoring team members is a plus
#Bangkok #Singapore #India #KualaLampur #Tokyo #Manila #Beijing #Shanghai #Hongkong #LosAngeles #California #london #Washington DC #Sydney #NewYork #Amsterdam
#### 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.
## Apply Now
Senior Manager, Strategic Partnerships – Centre of Excellence ( Bangkok based )
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By submitting your Application you confirm you have read and agreed to Agoda applicants [Privacy statement](https://careersatagoda.com/privacy-statement/).
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**
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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.
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## Apply Now
Associate Director / Principal Project Manager / Senior Project Manager, Operational Excellence & Automation team, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)
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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/).
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.
THIS ROLE IS BASED IN BANGKOK, THAILAND (RELOCATION PROVIDED)
**Get to Know our Team:**
The Supply Analytics team delivers data-driven insights and decision support to optimize Agoda’s supply ecosystem. We analyze partner and marketplace dynamics, build forecasts and models, run experiments, and create scalable dashboards and data products that power strategic direction and operational execution. We bring value through rigorous analyses and pragmatic, measurable recommendations that help Supply, Product and other teams prioritize work and drive impact. Our work improves inventory quality, partner economics, and the long-term health and growth of Agoda.
**The Opportunity:**
We are seeking a Manager/Senior Manager to lead strategic and operational initiatives that create both growth and efficiency for the Supply department. In this role, you will work directly with multiple stakeholders, including executive leadership and various cross-functional departments to successfully implement key initiatives. You will impact Agoda’s business through exploring new business opportunities, analyzing complex scaling challenges, and improve existing operations.
**In this Role, you’ll get to:**
* **General:**This role is a blend of hands on ‘in the business’ and executive level ‘on the business’ work. To succeed you will enjoy rolling up your sleeves, leading a team and contributing to strategy.
* **Project Delivery:**Manage, standardize & validate the structure of business cases for product development, headcount, engineering resources, budgets, general strategic & roadmap prioritization.
* **Experimentation:**Define success, measure / validate experiments and help ingrain an experimental mindset within the teams.
* **Forecasting and Insights:**Provide a macro-led business intelligence view to the organization to prevent missed opportunities, surmount obstacles at all organizational levels and drive commercial behaviors.
* **Analytics & Alerts:**Quantitative analysis, data mining and presentation of business metrics; identify drivers and build an end-to-end communication framework based on business value, effort and urgency.
* **Process Improvement:**Work with all teams to drive inter- and intra- departmental efficiencies, optimize processes and prioritize system enhancements.
* **Reporting:**Build dashboards, internal / external reports and present key datasets to enable all team members to efficiently and effectively monitor performance and prioritize their efforts.
* **Leadership:**Lead a small team of experts to deliver the above functions and be excited by the challenge of mentoring team members across the chain and connectivity teams.
**What you’ll Need to Succeed:**
* 5+ years of leadership experience in analytics/data science/insights/strategy
* 2+ years’ experience leading analytics, operational, product or other technical teams
* Expert domain of data analysis and data visualization tools and software such as Excel, SQL, Tableau, Python, R, or similar
* Strong statistical modelling and machine learning knowledge
* Strong experience in finding data insights and provide business recommendation to the business
* Excellent communicator with superior written, verbal, presentation and interpersonal communication skills.
* Ability to multi-task, prioritize and coordinate resources.
* Strong program/project management experience.
* Bachelor’s degree ideally in a business or quantitative subject (e.g. computer science, mathematics, engineering, science, economics or finance)
* Experience in articulating strategic issues and negotiating with C-level executives – experience in leading strategy consulting projects a plus
* People management – track record of developing stars
* Ability and willingness to drive projects independently, working efficiently to deliver results rapidly and engaging the relevant stakeholders throughout the process
**It’s Great if you Have:**
* Master’s degree in statistics, economics, mathematics or similar discipline
* Experience in conducting A/B testing experimentation
* Travel industry / e-commerce / tech / consulting experience
#### Please review our Hiring Process Guidelines before your interview — click [here](https://careersatagoda.com/interview/)to learn how interviewing at Agoda works.
