Project Associate (analytics-focused/technical), Operational Excellence, Partnerships, and Automation, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)

About the Company

At Agoda we bridge the world through travel. Part of Booking Holdings, we are a diverse team working globally to connect people to destinations and experiences. Data and technology are at the heart of our culture.

About the Role

The Operational Excellence, Partnerships, and Automation (OEPA) team within the Customer Experience Group (CEG) is the backbone for global operations improvement. This Project Associate role is responsible for managing global operational excellence projects focused on automation of customer service and support, process optimization, and improving operations team performance. The role is hands-on and technical, combining data analysis, low-code/JavaScript encoding, and cross-functional project coordination.

Responsibilities

• Learn about and understand core business issues, identify opportunities for improvement, and develop testable hypotheses
• Support product initiatives and coordinate across Agoda departments and within CEG to achieve project milestones
• Lead operational flows configuration analysis to improve processes, automate activities, and implement product improvements
• Translate, improve, and encode existing process flows on the agent interface using low-code products; hands-on encoding (tool built on top of JavaScript) can be >60% of work during certain project stages
• Lead User Acceptance Testing (UAT) with selected teams and launch new processes globally
• Analyze data (primarily SQL, Metabase, & Tableau) to ensure process outputs are achieved, identify issues/risks, report to management and propose solutions
• Ensure constant communication between project teams and stakeholders and work closely with Product Management/Engineering/Tech to improve end-user tools

Qualifications

• Bachelor's degree in Computer Science, Mathematics, Statistics, Engineering majors
• 1–3 years of experience in data-heavy operations, software development, process flow automation development, or management consulting
• Skilled with statistical/software tools such as SQL, VBA, SaaS tools, Tableau, etc.
• Programming experience such as JavaScript and/or Python; comfortable encoding logic in a JavaScript-based low-code tool
• Ability to analyze business challenges with a data-driven approach and communicate actionable recommendations to business leaders
• Analytical, detail-oriented, hands-on, able to define analysis structure and interpret data
• Comfortable with uncertainty and experimentation; able to work in a fast-paced, dynamic, multicultural environment; strong English communication skills
• Willingness to take and give feedback and to take initiative to find improvements

Additional Information

• Shift/Working Days: Thailand’s regular working hours
• Relocation/visa support: To be discussed upon successful progress in the selection process
• Selection steps: Qualifications screening → SHL → Interviews for candidates who pass tests
• Application Deadline: On a rolling basis
• Internal-applicant requirements: at least 1 year in current role, no disciplinary actions in the last 12 months, meeting or exceeding expectations in last performance review and no Performance Improvement Plans in the last 12 months
• Equal Opportunity Employer welcoming diverse applicants