This role is responsible for managing projects and areas within Agoda's Customer Experience Group (CEG) for the Flights Team. The goal is to support new business initiatives, improve process efficiency, and lead change to enhance customer satisfaction and experience in a multilingual environment. Key responsibilities include structuring and solving problems, owning strategic projects, acting as a Subject Matter Expert, and driving continuous improvement efforts.

Must Have

• Structure, analyze, and solve problems using data and collaboration.
• Own strategic, end-to-end projects within CEG with global coverage.
• Act as a Subject Matter Expert in respective business areas.
• Drive continuous improvement by overseeing project progress and evaluating outcomes.

Good to Have

• Experience on Supply onboarding
• Drive BAU improvements
• Manage product/supplier/customer escalations
• Skills in SQL/Tableau

About Agoda

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:

• 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.
• Own strategic projects: Take ownership of end-to-end projects, or areas of business in CEG (global coverage), 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.
• Drive continuous improvement: Oversee project progress, evaluate project outcomes, gather feedback, and drive continuous improvement efforts.

What You’ll Need to Succeed:

• Minimum three years direct experience in flight industry including ticketing knowledge and experience with Global Distribution System (GDS) is a strong plus
• Proven track record in managing complex projects with multiple stakeholders & a strong experience with external partners is a strong plus
• Experience on Supply onboarding, drive BAU improvements, manage product/supplier/customer escalations is preferred
• 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

Discover more about working at Agoda

• Agoda Careers [https://careersatagoda.com]
• Facebook [https://www.facebook.com/agodacareers/]
• LinkedIn [https://www.linkedin.com/company/agoda]
• YouTube [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.

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.