This role focuses on managing Rework and Return processes, ensuring operational control and problem-solving. The position involves managing workforce performance, coordinating with cross-functional departments, and maintaining compliance with safety standards. The role requires strong analytical skills, spreadsheet proficiency, and the ability to handle operational issues and SLA control. Candidates must be willing to work in a fast-paced environment, handle extended working hours during campaigns, and work mostly in afternoon or night shifts.

This contract role supports the analysis of daily operational data to track Sorting Center throughput and balance Speed, Cost, and Quality. Responsibilities include cleaning raw data, consolidating performance metrics into reports, maintaining dashboards, analyzing data to identify bottlenecks, and tracking SLA metrics. The role also involves providing data insights for operational solutions and supporting project follow-ups. Candidates should have a background in analysis, strong spreadsheet skills, and the ability to work under pressure.

This role focuses on optimizing the end-to-end logistics network for Shopee's fulfillment ecosystem. You will design and execute daily line haul plans that connect fulfillment centers, sortation hubs, and delivery stations. The position requires managing the balance between internal fleet resources and third-party vendors to ensure cost-efficiency while maintaining high service quality. You will also be responsible for ensuring 100% compliance with strict Service Level Agreements (SLAs) for premium services and time-sensitive lanes. Additionally, you will maximize truck utilization and minimize empty miles in a tightening market, while developing contingency plans for network disruptions and seasonal surges.

You will take ownership of channel performance and lead a team of agents and staff dedicated to ensuring a flawless customer experience for Shopee. Your scope involves driving and monitoring daily KPIs that reflect customer satisfaction, working closely with internal and BPO partners, coordinating with other teams, and identifying key barriers and drivers of your channel's performance. You will initiate and execute strategic improvements to enhance service delivery and operational efficiency. The Frontline Lead (Voice/Non-voice) will directly own channel performance and lead a team of agents to ensure a flawless experience for Shopee customers. You are responsible for daily monitoring and driving crucial customer experience KPIs, including Service Level Agreements (SLAs), Productivity, Customer Satisfaction (CSAT), Resolution Time, and Quality Assurance (QA). You will spearhead data-driven process improvements and end-to-end projects, such as revamping Standard Operating Procedures (SOPs) and implementing system automation, while collaborating with in-house teams and BPO partners. Leadership and management responsibilities include managing, coaching, and developing team members to reach their maximum potential. You will prepare performance reports for high-level management and foster a positive work environment. The role requires a service-oriented mindset with the ability to handle customer complaints and inquiries effectively.

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:** Product Operations is a large, multicultural team of diversely talented individuals that serve as the curators of Agoda’s product. We manage all the product our customers and partners see on each of our products. As a part of our team, you’ll take ownership in processes that are critical to multiple other teams across the business. Product Operations is also keen on self-improvement and innovation. We run our own experiments on images, structured data, and language copy and analyze the data to make impactful decisions. With the support of state-of-the-art technology and an enriching work environment, we strengthen the bottom line and drive new business for Agoda. ****No relocation support**** **In this Role, you will get to:** * Handle data validation and processing in operational level aligned with standards and SLAs of Product Content Operations. * Analyze, report, and distribute validation results, suggest ideas with actionable plan to improve and develop both manual and automated workflows regarding quality and efficiency. * Maintain and improve work standards and SOPs/guidelines, ensuring documents are always up to date. * Collaborate with internal and external stakeholders to improve quality of works regarding operational and/or technical approaches, also propose idea with actionable plan to standardize workflows and documents. * Identify, troubleshoot, and resolve issues upon requests. * Support ad-hoc projects upon requests. **Requirements:** * Undergraduate degree from an accredited university (fresh graduates are welcome). * Good written and verbal communication skills in English; fluency in other languages is a plus. * Experiencing in day-to-day operations in tech or Hospitality/OTA industry is a plus. * Data-driven, analytical, and detail-oriented mindsets are required. * Ability to work under pressure and time-constraint environment; fast learner, adapts well to and is energized by change. * Ability to self-manage, multi-task, communicate effectively, work independently, and work as team; proactive, friendly, with a sense of ownership. * Proficiency in MS Excel (i.e. Pivot table, Vlookup); SQL or other programming language is a plus.

Agoda seeks a Global Technical Support Engineer Manager to lead Level 1 IT support operations. The role involves driving service excellence and ensuring a high-quality, customer-centric support experience. The manager will oversee daily service operations, including reporting on ticket volumes and response times, and ensure incident and request processes are followed effectively. Responsibilities include working with Infrastructure, Security, and Engineering teams to support issue resolution and providing IT input into upcoming projects. The ideal candidate will have a strong track record in managing frontline IT support teams and balancing operational performance with people leadership.

This role reimagines the traditional Service Desk by integrating essential IT support with modern AI and automation. As the primary point of contact for employees, you will manage incoming requests through a Self-Service Portal and Slack, ensuring high Customer Satisfaction scores. You will also play a key role in refining AI systems to reduce manual workload and eliminate repetitive issues through automated bots. Your responsibilities extend beyond ticket resolution to include full lifecycle management of IT assets, from procurement and deployment to secure disposal. You will drive innovation by eliminating manual processes and managing high-quality self-service bots. Additionally, you will support company events and ensure seamless onboarding and offboarding experiences for all staff members.

This role reimagines traditional IT operations by positioning you as the team's core builder and creator of efficiency tools. You will leverage deep technical expertise and scripting mastery to transform everyday operational challenges into practical, high-impact automated systems. By designing and enhancing modern device management while developing automation across our entire SaaS and enterprise software ecosystem, you will solve complex system integration challenges and drive internal innovation at scale. You will lead the administration of Unified Endpoint Management (UEM/MDM) platforms to ensure all laptops and mobile devices are strictly hardened against threats. Your responsibilities include continuously building, updating, and monitoring device configurations while defining and enforcing robust security baselines to achieve 100% compliance. You will also configure automated security workflows to instantly detect and isolate non-compliant endpoints while maintaining comprehensive documentation of security baselines and incident response procedures.

This role reimagines traditional IT operations by positioning you as the team's core builder and creator of efficiency tools. You will leverage deep technical expertise, scripting mastery, and modern AI/GenAI applications to design and enhance Modern Device Management while developing automation across our entire SaaS and Enterprise Software ecosystem. By joining our team, you will step into a role where you can solve complex system integration challenges, drive internal innovation, and elevate both security and operational efficiency at scale. You will lead the administration of Unified Endpoint Management (UEM/MDM) platforms to ensure all laptops and mobile devices are strictly hardened against threats. You will continuously build, update, monitor, and troubleshoot device configurations while defining and enforcing robust security baselines to achieve 100% compliance. Additionally, you will design and maintain automation scripts and internal bots to eliminate manual IT and cross-team workflows, ensuring seamless integration of core work platforms with internal tools for real-time data sync.