Project Manager/Associate Project Manager, Operational Excellence & Automation(Based in Bangkok, Thailand | Relocation Provided)

Confirmed live in the last 24 hours

Agoda

Bangkok

Hybrid

Posted April 24, 2026

Job Description

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 

Agoda’s Customer Experience Group (“CEG”) provides operational support to our customers and partners across the globe. CEG is one of the biggest teams in Agoda, consisting of customer support specialists covering 38 languages, project managers, analysts, and L&D specialists.   

Operational Excellence and Automation (OEA) is a part of CEG’s Global Service Vertical. Our team is comprised of project managers from diverse backgrounds across process improvement, analytics, management consulting, customer service, and operations.  

We collaborate with multiple teams and stakeholders such as Customer Support Operations, Analytics, Product, and People teams to identify, prioritize, and deliver initiatives that improve Customer Experience (CX) and efficiency.
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:  

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 defining 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 Operations. 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 frontend 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