Associate Director - Strategic Projects, White Label, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided) - Careers at Agoda - Agoda

This Associate Director role leads the project management team for the B2B Partnerships and Automation team within the Customer Experience Group. The position involves setting direction and raising delivery standards for a portfolio covering automation, AI, and tooling that improve customer and agent experience, as well as process optimization across the post-booking journey. The role requires combining strategic problem solving, hands-on data-driven execution, and senior stakeholder management to translate business needs into deliverable work. The team drives end-to-end customer experience and process improvements, scaling impact through automation, AI, and tooling across customer-facing and agent-facing journeys.

Lead the Project Management Team and its Portfolio

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

Set long-term direction and annual/quarterly OKRs for the team

Own the outcomes of the team’s portfolio of global initiatives

Prioritize and drive work that moves mission-critical metrics: customer satisfaction, service levels, automation quality, productivity, cost efficiency, and employee engagement

Drive Automation, AI, and Continuous Innovation

Identify opportunities to leverage automation, AI, and tooling across customer and agent journeys

Partner with Product, Technology, Data, and CEG teams to design, prioritize, and implement solutions

Shape Process, CX, and Operational Support Improvements

Lead project work that improves CEG end-to-end processes across the post-booking journey

Partner, Stakeholder, and Commercial Interface

Build trusted relationships with senior leaders across CEG, Agoda, and Booking Holdings

Be a primary project counterpart for core partners and commercial stakeholders

At least 8–10+ years in project/program management, operations, customer experience, process improvement, strategy, management consulting, or similar

Significant people leadership: building and leading a high-performing team of project managers

Proven track record of leading complex, cross-functional initiatives from idea to implementation

Experience working across operational CS / customer support environments

Experience as a counterpart to commercial or partner stakeholders with commercial acumen

Strong analytical mindset; comfortable with numbers and quantitative problem solving

Familiarity with data and analytics tools (e.g. SQL, Tableau, Metabase)

Excellent communication and presentation skills in English

Coding ability, exposure to AI/ML-driven solutions in an operational or CX context

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