(Strategic) Project Manager – B2B Partnership & Automation - Customer Experience Group

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 B2B Partnerships and Automation team, 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:

Joining the team, you will be focusing on leading and contributing to a select number of projects, working with senior stakeholders across the organization.

You will be responsible for planning, coordinating, and driving the execution of key initiatives, including setting clear project objectives, managing timelines, mitigating risks, and ensuring deliverables are met on time and within scope.

You will get to work closely with senior executives to manage Company and Group wide projects and drive key business initiatives within the Customer Experience Group. You will develop outstanding insights on our markets, competitors, and business trends and disseminate this knowledge across Agoda to inform key decisions. You help our leaders run Agoda skillfully, which includes clarifying accountability and identifying and monitoring critical success metrics.

In this Role, you will get to:

Project Management and Execution:

Manage and oversee strategic projects, ensuring initiatives move the dial, are executed on time and exceed expectations.

Develop and maintain project roadmaps, timelines, and deliverables, coordinating across multiple teams in various departments to ensure successful implementation.

Create business cases for initiatives to be pursued across Agoda

Monitor project progress and proactively address risks and challenges to maintain alignment with business objectives.

Support the development and deployment of tools and processes to improve team efficiency and productivity.

Stakeholder Management and Collaboration:

Act as a central point of contact between different departments and commercial functions, including those of other brands of Booking Holdings.

Facilitate communication and alignment across teams, ensuring all stakeholders are informed and engaged throughout project lifecycles.

Support Directors/ Associate Directors in the creation of material for the Board / Management team

Support in the articulation of department strategy

Strategy, Performance Steering and Reporting:

Track, analyze and guide team performance against key metrics, providing regular updates and actionable insights to collaborators and leadership alike.

Compile report