In this role, you will get to:
- Manage a collection of Projects: Lead a collection of initiatives within CEG, ensuring global coverage. Ensure timely progress and the achievement of project milestones and goals by coordinating diverse workstreams within the team, identifying risks, troubleshooting, and devising mitigation plans. Assume ownership for prioritization and oversight of all project outcomes within the team
- Drive Business Metrics: Initiate, plan, and drive projects focused on enhancing operational efficiency, service levels, quality, productivity, cost efficiency, and employee engagement
- Lead a High-Performing Team: Set both long-term visions and short-term operational targets/OKRs for a team of project managers. Cultivate talent and capability within the team, supporting their development through coaching and feedback. Be accountable for the team’s outcomes. Contribute to a culture of continuous improvement, collective achievement, and mutual support
- Identify Opportunities for Process Improvement: Utilize data and collaborate with others to pinpoint problems and opportunities. Aim to enhance critical operational metrics such as CSAT, SLAs, efficiency targets, and other internal KPIs. Propose and implement project ideas/solutions. Assess project outcomes and impact to identify continuous improvement opportunities
- Streamline Procedures: Assume ownership of existing internal standard operating procedures (SOPs) and related processes. Identify and drive opportunities to enhance customer support handling procedures, aligning them with business objectives and customer outcomes
- Ensure Stakeholder Alignment: Collaborate with various teams within CEG and across other functions at Agoda (Product, Marketing, Strategic Partnership, Partner Services, Finance, Legal, etc.) to support Agoda’s customer experience transformation initiatives
What You’ll Need to Succeed:
- A minimum of 7+ years in project management, preferably across domains such as customer experience, process improvement, strategy, operations, and management consulting
- Significant team management experience in building up high performing teams, driving talent and coaching team members regularly. Ability to independently establish team priorities/strategy with stakeholders and align on operational targets
- Proven experience in driving process improvement initiatives within fast-paced environments (preferably in operations or customer support) to enhance outcomes like customer satisfaction, efficiency, or cost reduction
- Demonstrated ability to develop, implement and coordinate multiple initiatives from scratch to meet business goals and objectives, backed by clear and measurable metrics
- Ability to analyze business challenges with a data-driven approach and communicate actionable recommendations to business leaders
- Comfortable with numbers with the ability to define analysis structures, interpret data, challenge existing metrics, and think quickly on your feet
- A growth mindset and positive attitude: pro-active, hands-on, switched-on, detail-oriented, strong sense of ownership, data driven, experimentation oriented
- Excellent communication and presentation skills in English
- Capable of working effectively with and influencing stakeholders at all levels
- Ability to work in a fast-paced, dynamic, multicultural environment
- Comfortable working with uncertainty and experimentation in a high-velocity environment
- Eager to pitch new ideas, take initiatives, and seek opportunities for improvements
- Professional experience in Microsoft Office tools (e.g. Excel, Word, and PowerPoint). Analytical skills in SQL/Tableau are highly advantageous
