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

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 reports and updates for senior leadership to showcase progress, challenges, and outcomes of key initiatives.  

What you will Need to Succeed: 

• Bachelor’s degree in a relevant field; advanced degree preferred.  

• 4-6 years of relevant experience in a strategy consulting firm or in a tech company (project / program manager role) - chief of staff experience is a plus. 

• Strong analytical and problem-solving skills.  

• Strong communication and presentation skills, with the ability to convey complex ideas clearly and concisely.  

• Proven track record of successful cross-functional collaboration and stakeholder management.  

• Demonstrated ability to coordinate strategic initiatives and drive business growth.  

• Ability to influence stakeholders  

• Ability to learn fast and understand new business dynamics.