Strategic Projects – APM/ PM, White Label, Customer Experience Group

This role sits within Agoda's Customer Experience Group (CEG), specifically in the B2B Partnerships and Automation team under Global Service Verticals. The APM/PM leads the project management team, owning the portfolio covering automation, AI, and tooling initiatives as well as process optimization and CX improvements across the post-booking journey. Responsibilities include setting direction, prioritizing work, managing senior stakeholders, and acting as the CEG project counterpart to commercial and partner stakeholders.

The position requires at least 4 years in project/program management, operations, customer experience, process improvement, strategy, or consulting, with significant people leadership experience. Candidates should have a strong analytical mindset, familiarity with data tools such as SQL, Tableau, or Metabase, and experience working with Product, Technology, and Data teams on automation or AI-focused projects. The role is based in Bangkok, Thailand, with relocation and visa support provided.

Own the PM team end-to-end: vision, structure, ways of working, hiring, coaching, performance, and succession of project managers

Set long-term direction and annual/quarterly OKRs for the team, aligned with CEG and Agoda-wide priorities

Identify opportunities to leverage automation, AI, and tooling across customer and agent journeys and partner with Product, Technology, Data, and CEG teams to implement solutions

Lead project work that improves CEG end-to-end processes across the post-booking journey, removing pain points and improving operational performance

Build trusted relationships with senior leaders across CEG, Agoda, Booking Holdings, and other functions; act as primary project counterpart for core partners and commercial stakeholders

At least 4 years in project/program management, operations, customer experience, process improvement, strategy, management consulting, or similar with a strong project management core

Significant people leadership experience building and leading a team of project managers

Proven track record of leading complex, cross-functional initiatives from idea to implementation with measurable business impact

Strong analytical mindset with familiarity with data and analytics tools such as SQL, Tableau, Metabase, or similar

Excellent communication and presentation skills in English with ability to influence stakeholders at all levels including senior leadership