Project Associate/Associate Project Manager (GDS experience required), Flights Team, Customer Experience Group

The Opportunity:

This role is responsible for the management of projects & areas of responsibilities in the Customer Experience Group (CEG) aiming at supporting successfully new business initiatives, improving and maintaining efficiency and effectiveness of processes, and leading change in order to support CEG’s customer satisfaction strategy, tactics and service leading to ongoing customer experience improvements for Agoda’s customers in Agoda’s vibrant multilingual Customer Experience group.

In this role, you will get to:

• Own the business: take full ownership of CEG business areas, ensuring seamless day-to-day operations while continuously improving processes, tools, and ways of working.
• Structure, Analyze and Solve Problems: leverage data and collaboration to identify problems and opportunities in a structured manner, proposing project ideas and solutions to drive critical operational metrics.
• Lead projects: drive end-to-end project execution, collaborating closely with multiple stakeholders such as Customer Support Operations, Product Management, and other Project Management teams.
• Act as a Subject Matter Expert (SME): Become an SME in the respective business areas, providing consultancy to other teams on implementing new initiatives, and working with cross-functional teams to launch innovative solutions.

What You’ll Need to Succeed:

• Prior experience in the airline/flight industry, including ticketing knowledge and exposure to Global Distribution Systems (GDS), is mandatory
• Direct experience managing relationships with external partners is a strong plus
• Proven track record in managing complex projects with multiple stakeholders
• Highly analytical and proficient with numbers, capable of defining analysis structures, conquering complex calculation, and making data-driven decision
• Excellent organization capabilities, and able to operate independently
• Strong communication skills, both verbal and written, in English, with the ability to adjust your style to suit different perspectives and seniority levels
• Comfortable working with uncertainty and experimentation in a high-velocity, dynamic, multicultural environment
• Be a team player with a collaborative mindset
• Professional experience in Microsoft Office tools (e.g. Excel, Word, and PowerPoint). Skills in SQL/Tableau will be useful

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Equal Opportunity Employer

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

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Disclaimer

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.