Lead, Global Account Operations & Projects

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.

Data and technology are at the heart of our culture, fueling our curiosity and innovation.

Get to Know our Team

The Key Accounts (KA) team of Agoda serves our Global Chain Partners to ensure satisfying results. The KA team manages our largest hotel chains end to end across commercial, strategic projects and operations.

The KA Ops & Projects team act as the intermediary between KA commercial and almost every central function such as Product, Finance, Tax, Connectivity, AST, Legal running strategic projects, incident management, compliance process for chain level operations. Together we work to 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 and AI adoption. A clear focus on supporting our partners is bolstered by a strong, entrepreneurial culture that enriches us and Agoda's business performance.

The Opportunity

In this role you will lead high impact, along with efficiency, projects to support the Key Accounts team across the globe in areas connected to product, marketing, finance, compliance, and support.

You will work closely with the KA Commercial team to validate data, generate insights to measure the impact of the projects you lead, and coordinate responses when chain level issues arise (e.g., misconfigurations, payment problems, etc.), including impact assessment, stakeholder communications, and remediation.

You will help deliver operational efficiencies and scalable improvements that support partner experience, business growth and keep initiatives aligned with Key Accounts priorities and the wider business goals.

Responsibilities

• Act as the intermediary for Key Accounts on topics that is not purely commercial such as operations processes, tax and compliance roll-outs, extranet & connectivity changes, finance and collections flows
• Own and drive core projects that support strategic initiatives, operations support, and ad hoc escalations, including end-to-end project planning with clear milestones and communication to key stakeholders and wider project teams
• Build, collect and analyze key data, undertaking yourself or with the help the Analysts team for detailed data analysis
• Lead escalations end to end—from scoping to resolution and closure—with clear accountability
• Collaborate with other parts of Agoda (product, connectivity, support) to identify dependencies
• Ensure that the wider Key Accounts are regularly updated on the project activities and consulted on key decisions in a timely and proactive manner
• Help maintain Key Accounts health by triaging ad hoc requests, prioritizing them against impact and urgency, and driving timely execution and stakeholder updates
• Establish clear project governance, including scope definition, ownership, decision logs, and change control
• Identify and pilot AI-driven opportunities to automate repetitive workflows and improve project delivery speed
• Define and track efficiency KPIs (cycle time, quality, and productivity) to quantify project and AI impact
• Maintain service levels and escalation frameworks for Key Accounts (and increasingly for selected national chains)
• Act as an AI ambassador for Key Accounts Operations: promote responsible AI use, share practical patterns, and help colleagues adopt tools that improve quality and speed

Qualifications

• At least 1 year experience leading effectively agile global projects, involving employees in different locations and functions
• Strong stakeholder management
• Ability to analyze complex problems, provide insights and recommend actions
• Excellent verbal and written communication skills in English
• Ability to persuade and convince senior stakeholders
• Ability to engage effectively with employees at all levels
• High standards for integrity and confidentiality
• Ability to cope well with ambiguity and change
• Ability to reprioritize quickly while keeping stakeholders aligned and delivery on track