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(Associate) Project Manager - B2B Partnership, White Label, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)

Agoda

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 (CEG) of Agoda serves our customers and partners to deliver satisfying results. This is accomplished with the support of our Global Service Verticals (GSV) team — the backbone of CEG’s global operations. Our team includes project managers, process owners, analysts, and talent management. Together we improve the quality and efficiency of our customer and partner support processes.

We are a 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.

This role sits in the White Label, part of CEG’s Global Service Verticals. The team drives end-to-end customer experience and process improvements, and scales impact through automation, AI, and tooling across customer-facing and agent-facing journeys.

The Opportunity

We are seeking a highly motivated and experienced Customer Experience Associate Project Manager / Project Manager with a strong focus on innovating and optimizing our internal products and processes.

In this role, you will get to:

Manage projects

  • Take ownership of end-to-end projects or multiple business processes within CEG (global coverage).
  • Projects

could

be

diverse, building

agent-facing

platforms that

are

used by thousands of Agoda agents every day to serve customers to defin ing the

Localization strategy for CEG

in key

markets

  • so our customer and partner experience is locally competitive
  • .

Act as a Subject Matter Expert

  • Generate ideas/shape the problem into clear roadmaps and measurable outcomes (own end to end execution through launch
  • ),

partnering closely with Product, Engineering, Data, and Op

erations

. Potential to save real $$ for the company

Manage Product/Tool Launches

  • Lead User Acceptance Testing (UAT) with selected teams and launch new processes/tools globally.
  • Leverage GenAI to make agent handling more efficient, with hands-on opportunities to work on AI models and learn advanced prompt techniques

Evaluate Feedback and Data:

Use data, competitive benchmarks, and market intel

to

uncover process gaps and build a prioritized roadmap

  • from launching new language teams and redefining operating models to introducing market specific

KPIs and front

end changes for certain markets

Align stakeholders

Ensure CEG readiness and align stakeholders to support Agoda’s customer experience transformation.

Build

data driven

business cases that balance

customer experience

, cost, and regulatory expectations

  • (e.g., redefining prioritization/operating setup in key markets
  • ) and secure buy in from CEG and Commercial leadership

Identify and Solve Problems

  • Use data to identify
  • broader C
  • ustomer and Partner experience
  • initiatives that
  • impro
  • ve satisfaction
  • ,
  • address customer pain points, support regulatory readiness, and improve SOPs end-to-end to enable better automation and smoother agent flows

Drive continuous improvement

  • Oversee project progress, coordinate different workstreams + BAU processes, identify risks, troubleshoot issues, and propose mitigation plans.
  • Identify

new technolo

gy

, especially

GenAI

to

drive continuous improvement efforts.

Enhance Team Culture

Contribute positively to a culture of continuous improvement, teamwork, and enabling others' success.

What You’ll Need to Succeed

3+ years of experience in project/program management, management consulting, finance, or data-heavy operations.

A

Every job at Agoda