Associate Director / Principal Project Manager, Partner Excellence, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided) - Careers at Agoda

The Associate Director / Principal Project Manager leads a portfolio of global partner excellence programmes within Agoda’s Customer Experience Group. The role focuses on post-booking partner-journey process optimization, partner experience improvements, automation and AI-enabled tooling, structural collaboration with product and commercial teams, and reduction of partner effort and cost-to-serve.

The position manages and develops project managers, sets strategy and OKRs, defines business cases and success metrics, manages cross-functional delivery and risks, and measures impact on satisfaction, service levels, productivity, quality, and cost. Agoda seeks extensive project or program management, operations or transformation experience, strong people leadership, analytical capability, and familiarity with analytics and automation tools.

Lead a global portfolio of partner-excellence and process-improvement initiatives across CEG.

Set team vision, strategy, annual and quarterly OKRs, and manage project managers.

Improve post-booking partner-journey processes using data-driven insights and SOP frameworks.

Partner with Product, Technology, Data, and commercial teams on experiments, implementation, rollout, and measurement.

Monitor milestones, risks, dependencies, and portfolio outcomes while developing team capabilities.

At least 8–10+ years in project or program management, operations, commercial excellence, process improvement, or consulting.

Significant people-leadership experience and a record of measurable cross-functional impact.

Strong analytical and quantitative problem-solving skills with familiarity with tools such as SQL, Tableau, Metabase, or VBA.

Experience improving customer-support processes and KPIs such as CSAT, NPS, SLAs, productivity, and cost-to-serve.

Excellent English communication, stakeholder management, and ability to work in a fast-paced multicultural environment.

Applicants are asked to confirm willingness to relocate to Bangkok, provide relevant full-time experience, describe data-analysis and visualization experience, answer employment-history questions, and complete additional hiring-process questions. Agoda also states that an application may be retained for future vacancies.