As a Senior BI Developer, you will be a key individual contributor building trusted data products for Agoda’s technology organization, including curated datasets, metrics, dashboards and visualizations, and scalable data transformations. You will work closely with engineers, engineering managers, team leads, and senior leadership to help the organization make better decisions with data. This role combines analytics, metrics definition, and stakeholder consulting with hands-on data engineering and development IN THIS ROLE, YOU’LL GET TO • Act as a partner and consultant to engineering managers and leaders: translate stakeholder and engineering questions into measurable metrics/information such as developer velocity, cost efficiency, and code quality, and keep those definitions consistent across reports. • Design, build, and maintain ETL/ELT transformations, including Spark/Python workflows and warehouse models, so data is accurate, timely, tested, and fit for reporting. As a Senior, review others’ pipeline and metric work, raise delivery standards, and unblock the team. • Analyze large datasets with SQL and Python to support engineering and operational decisions. • Design and maintain dashboards and visual reports so engineering managers and leaders can explore metrics (for example developer velocity, cost efficiency, and code quality) without a ticket for every chart. • Improve data reliability through validation, quality checks, observability, production troubleshooting, and query performance tuning. Own published metrics: explain filters and grain, flag numbers that should not be trusted, and recommend next steps. • Use AI tools (for example Cursor, Claude, or similar) to accelerate SQL development, testing, refactoring, analysis, pipeline work, and documentation, and reject unsafe or unverified output before it reaches production or stakeholders. WHAT YOU’LL NEED TO SUCCEED • 5+ years in business intelligence, analytics, and/or data engineering, with experience in both stakeholder consulting and hands-on pipeline or data-product work. • Advanced SQL (joins, window functions, and performance on large datasets). • Strong Python skills (or similar) for building data pipelines. • Experience with ETL/ELT and orchestration (for example Kubeflow or similar). • Strong analytical thinking: comfortable framing business questions, exploring data, and turning results into clear insights. • Experience building dashboards or visual reports for stakeholders. • Ability to switch context between stakeholder discussions and hands-on technical work — metrics definition/analysis one day, ETL or data modeling the next. • Practical AI-assisted development: generate, review, test, and own the result. You can explain what you trusted AI to draft and what you verified yourself. • Clear written and verbal English, and the ability to work independently with engineers and leaders in an agile environment. IT’S GREAT IF YOU HAVE • Experience with software-delivery practices such as Agile/Scrum and CI/CD (GitHub Actions, GitLab CI, or similar). • Interest in developer productivity or engineering analytics. • Experience with common data platforms / big data technology (e.g., BigQuery, Snowflake, Redshift, Hive, Spark, Vertica, StarRocks, or similar). • Hands-on experience with visualization or data-serving UIs such as Apache Superset, Tableau, or a lightweight web app. • Experience building APIs or internal data products beyond dashboards, not only ad-hoc analysis. • A degree in Computer Science, Engineering, Information Systems, or equivalent practical experience.

This role is a 6-month contract based in Bangkok, Thailand, and the candidate who succeeds will be assigned to the projects. As a Business Intelligence Developer, you will have the exciting opportunity to design and develop data and BI solutions that drive Agoda’s analytics capabilities. In this role, you’ll collaborate across diverse functional teams to ensure our data and solutions truly meet business analytic needs. You’ll work closely with engineering teams responsible for Agoda’s products and applications, ensuring that all critical data is accurately tracked and logged with the highest quality standards. This position focuses on Rocket Travel by Agoda’s data, giving you the chance to work on impactful projects and collaborate with teams from different backgrounds and expertise. You’ll enjoy a flexible working environment that empowers you to manage your own schedule and encourages innovative thinking. If you’re looking for a role where you can make a real difference, grow your skills, and work with talented colleagues in a dynamic, supportive setting, this is the perfect opportunity. **In This Role, You’ll Get to** * Collaborate with business stakeholders to gather and understand their data and reporting requirements, ensuring solutions align with business objectives. * Partner with engineering teams to ensure that all critical data from Agoda’s products and applications is accurately captured and maintained. * Design, develop, and enhance dashboards and reports that provide valuable insights and support data-driven decision-making across the organization. * Implement and uphold data quality processes to ensure information is accurate, complete, and available when needed. * Contribute to the continuous improvement of team processes, helping to streamline workflows and increase efficiency. * Participate in key projects, such as migrating data from legacy systems to new platforms, to support the creation of a unified and reliable data source for Agoda and Rocket Travel by Agoda. **What You’ll Need to Succeed** * Bachelor’s degree in Computer Science, Information Systems, Data Science, or a related field, or equivalent professional experience. * Fresh graduates are welcome to apply, preferably less than 2-year experience * Proficiency in basic SQL, with the ability to write queries and work with large datasets. * Able to communicate clearly and effectively in English within a professional setting, facilitating smooth collaboration with colleagues from different teams and diverse backgrounds. * The ability to work independently as well as part of a team, demonstrating initiative and reliability. * Excellent attention to detail, strong organizational skills, and a proactive approach to problem-solving. * Willing to adjust working hours, including starting early or finishing late, to participate in meetings across different time zones sometimes. **It’s Great If You Have** * Experience or knowledge in Business Intelligence, data warehouse concepts, or familiarity with tools such as Tableau, Metabase, SQL Server, Vertica, Hadoop, or MSDT. * Skills in Python programming, which can support more advanced data analysis and automation tasks. _*Please note that this position does not offer visa or work permit sponsorship.*_

You will serve as a key individual contributor within a scrum team dedicated to supporting the B2B entity. Your primary focus will be on designing, building, and maintaining high-quality data products, dashboards, and scalable data transformations. These assets are essential for enabling financial reporting, operational analytics, and data-driven decision-making across the organization. You will collaborate closely with Finance, Planning, Revenue Operations, Data Engineering, Product, and Analytics stakeholders to translate complex business requirements into trusted and efficient BI solutions. This role demands strong technical expertise, a high degree of ownership, and the ability to deliver reliable data assets that are accurate, performant, and aligned with specific business needs.

Agoda is launching a new B2C fintech product and is seeking a Senior Business Analyst to define, launch, and grow this vertical across different markets. You will own and execute initiatives to drive acquisition, transaction growth, and retention by working closely with product, fintech, and cross-functional marketing teams. This is a unique opportunity to incubate a new business from the ground up in a fast-paced environment. In this role, you will design optimization strategies across the full user funnel, execute marketing campaigns through various channels, and collaborate with product and design to shape key user journeys. You will also work with fintech, legal, and compliance teams to ensure messaging is accurate and user-friendly. This is a sole contributor role with strong visibility across management.

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 New Activities marketing Team of Agoda leads the marketing for new products such as flights, activities and trips. The team is looking for an Analyst to help us scale up our new business for Activities, improve our targeting and execute on ideas reaching millions of customers and driving a significant share of Agoda’s overall performance. **In this Role, you’ll get to:** * Learn: Boost your efficiency and grasp marketing tactics to enable the growth. * Add Value: Accelerate our innovation by launching and testing ideas, multiplying team success. * Test: Validate your ideas with A/B testing, shaping our communication strategy. Every idea, including yours, is vital. **This role is good for you, if you:** * Seeking dedicated and self-motivated individuals ready to make an impact: Expect a dynamic and rewarding environment where commitment and a drive to excel are essential. You’ll embark on an enriching journey, gaining invaluable skills, albeit in a demanding yet stimulating setting. * Embrace the potential for personal and professional growth: We invest in long-term development, offering diverse career paths including transition into other functions such as supply, partnerships etc., driven by your competencies and aspirations. * Join us in our pursuit of innovation and excellence: At Agoda, settling is not an option. We advocate for perpetual enhancement, equipping you with the skills to critically assess performance, analyze data, ideate, and empirically test your initiatives, propelling both your growth and ours. **What you’ll Need to Succeed:** * Bachelor’s Degree or higher from top university * Committed to delivering on promises, showing determination to meet goals * Eager to learn and improve: Strive for efficiency, not just execution * Basic understanding of statistics required * High degree of ownership * Exposure in quantitative analysis: Advanced Excel skills required, SQL and Tableau knowledge advantageous. * Ability to communicate fluently and confidently in English **It’s Great if you Have:** * Experience with Digital Marketing / Campaign Execution * Proficiency in SQL and Tableau **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. **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.

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.

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 Agoda Supply Team is a group of creative entrepreneurs that develop solutions for Agoda’s 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. The Tech Partnerships Team plays a vital role within our Supply Organization, driving supply performance and ensuring seamless connectivity for our partners. We design and implement strategic win-win initiatives with leading Tech/Connectivity Providers(e.g.channel managers, revenue management systems)–who serve as key touchpoints between our accommodation partners and Agoda. **The Opportunity:** The Business Development Manager– Tech Partnerships,will be focused on supporting the achievement of Agoda’s commercial goals with new and established Tech/Connectivity Partners by working collaboratively across both internal and external teams.In this role, we are looking for people with strong management and business acumen,a high level of operational savvy, and the capability to establish and develop long-term relationships with internal and external stakeholders. You may be a great match for this role if you have a driven personality, face problems with a positive mindset working creatively to find solutions, and you think critically, test, learn from mistakes, and adapt quickly. **In This Role,You’ll Experience:** * Regional Account Ownership: End-to-End commercial ownership and high-level product and strategy roadmap of selected strategic Tech/Connectivity Partners * Business Development:Design strategy and partnership initiatives to identify market opportunities and drive Supply growth via commercial and product innovation * Experimentation: Conduct innovative testing to identify novel approaches to drive performance through data driven decision-making * Communication: Communicate with internal and external leadership teams to provide constructive feedback on account performance and opportunities * Reporting: Handle monthly and weekly reporting and analysis, data driven decision and actions to enhance performance. * Account support: Handle rate and technical enquiries from internal and external stakeholders **What You’ll Need to Succeed:** * 5+ years of Hospitality Tech/OTA experiences or relevant professional experiences * Exposure to large commercial account management conversations/business development * Strong data skills with proven ability to leverage analytics and quantitative methods to inform and influence decision-making * Excellent communication and presentation skills, up to C-level * Highly organized and comfortable with making prioritization decisions * Able to effectively keep track of moving parts across projects and adapt to new information and goals * Ability to work under pressure in a competitive industry/rapidly changing environment **It’s great if you have:** * Proficiency in data analysis tools and software (e.g.Excel, SQL, Tableau) * Understanding of APIs and XML connections #### 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/).