Project Manager/Associate Project Manager (analytics-focused/technical), Operational Excellence, Partnerships, and Automation, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)

This role is responsible for managing global operational excellence projects in the Customer Experience Group (CEG), focusing on automation of customer service and support, process optimization, and operations team’s performance improvement. It involves understanding business issues, developing hypotheses, coordinating product initiatives, leading operational flow configuration, and analyzing data to ensure process outputs. This is a hands-on role requiring building on low-code/JavaScript tools and conducting data analyses using SQL, Metabase, and Tableau.

Must Have

• Manage global operational excellence projects focusing on automation, process optimization, and performance improvement.
• Identify business issues, opportunities for improvement, and develop testable hypotheses.
• Support product initiatives and ensure good coordination and collaboration between teams.
• Lead operational flows configuration analysis for process improvement, automation, and new product implementations.
• Translate, improve, and encode existing process flows using low-code products or pre-defined code.
• Lead User Acceptance Testing (UAT) with selected teams and launch new processes globally.
• Analyze data to ensure process outputs, identify key issues/risks, and propose solutions.
• Ensure constant communication between project teams and other stakeholders.
• Resolve problems through data analysis, provide efficient reporting and effective communication.
• Work closely with Product Management/Engineering/Tech to improve tools for end users.
• Hands-on building with low-code/simplified JavaScript tools and conducting data analyses (SQL, Metabase, Tableau).
• 4+ years of experience in project/program management, software development, or data-heavy operations.
• Familiar with operational process configuration tools (e.g., MS Visio, low-code development, basic programming).
• Able to analyze business challenges with a data-driven approach and communicate actionable recommendations.
• Skilled at statistical software (e.g., SQL, VBA, SAAS, Tableau).
• Programming skills (JavaScript, Python).
• Proven track record of developing and implementing action plans with clear metrics.
• Strong English communication skills.
• Experience in project/stakeholder management, process improvement, planning, and performance management.
• Detail-oriented, hands-on with the ability to complete tasks with speed and accuracy.

Good to Have

• Additional language is a plus.
• Comfortable with uncertainty and experimentation.
• Able to work in a fast-paced, dynamic, multicultural environment.
• Take initiatives and look for opportunities for improvements.
• Willing to take and give feedback to colleagues.

Perks & Benefits

• Competitive compensation package (relocation support for successful overseas candidates).
• Exciting, high impact career opportunity including moves between teams and global locations.
• Dynamic multinational working environment with colleagues of diverse backgrounds.
• Continuous learning and development opportunities through corporate learning programs.
• Modern office space and convenient location at the heart of Bangkok metropolitan.
• This role can serve as a good transition from software engineering/technical field to business, and vice versa.

The Opportunity:

This role is responsible for managing global operational excellence projects in the Customer Experience Group (CEG), focusing on (i) automation of customer service and support (ii) process optimization, (iii) operations team’s performance improvement. This role can serve as a good transition from software engineering/technical field to business, and vice versa.

In this Role, you’ll get to:

Your responsibilities include the following:

• Learn about and understand core issues affecting the business, identify opportunities for improvement, and develop testable hypotheses to fix the problem
• Support product initiatives and ensure good coordination and collaboration between the teams in various Agoda’s departments as well as within the CEG organization to achieve projects milestones and goals
• Lead operational flows configuration analysis aiming at processes improvement, automation of activities and implementation of new product improvements
• Translate, improve, and encode existing process flows on the agent interface software using low-code products, or utilizing pieces of pre-defined code and logic statements. Note that hands-on encoding (using a tool built on top of JavaScript) can be >60% of work during a certain stage of the project
• Lead User Acceptance Testing (UAT) with selected teams and launch new processes globally
• Analyze data to ensure that the outputs of processes are achieved; identify key issues and risks, report accordingly to management and propose solutions to be implemented
• Ensure constant communication between project teams and other stakeholders
• Resolve problems through data analysis, provide efficient reporting and effective communication
• Work closely with Product Management/Engineering/Tech to improve the tool for end users
• This is a hands-on role where you often have to build on a low-code/simplified JavaScript tool and/or conduct many of your own data analyses (primarily SQL, Metabase, & Tableau)

What you’ll Need to Succeed:

• 4+ years of experience in project/program management, software development, process flow automation development, management consulting, finance, or data-heavy operations
• Familiar with operational process configuration tools, e.g., MS Visio, agent guidance software, low-code development, basic computer programming
• Able to analyze business challenges with a data-driven approach and communicate actionable recommendations to business leaders.
• Analytical and able to define analysis structure and interpret data. Ideally, you have some programming background.
• Skilled at statistical software e.g. SQL, VBA, SAAS, Tableau, etc.
• Programming skills (JavaScript, Python, etc.)
• Comfortable with uncertainty and experimentation
• Proven track record of developing and implementing action plans to achieve business objectives with clear and tangible metrics
• Strong English communication skills (additional language is a plus), conceptual ability and ability to work with stakeholders at all levels
• Experience in project/stakeholder management, process improvement, planning, and performance management
• Able to work in a fast-paced, dynamic, multicultural environment
• Take initiatives and look for opportunities for improvements. Willing to take and give feedback to colleagues
• Detail-oriented, hands-on with the ability to complete tasks with speed and accuracy

What we offer

• Competitive compensation package (relocation support for successful overseas candidates)
• Exciting, high impact career opportunity including moves between teams and global locations. You will be interacting with departmental senior leadership team regularly.
• Dynamic multinational working environment with colleagues of diverse educational and professional background
• Continuous learning and development opportunities through corporate learning programs
• Modern office space and convenient location at the heart of Bangkok metropolitan
• This role can serve as a good transition from software engineering/technical field to business, and vice versa