In this role, you will get to:
- Identify Process Improvements: Review existing Standard Operating Procedures (SOPs) and customer journeys to spot inefficiencies and customer pain points. Develop data-driven solutions to enhance customer outcomes and internal operations
- Manage projects: Take ownership of end-to-end projects or multiple business processes within CEG (global coverage) by collaborating closely with Customer Support Operations and other Project Management teams
- Act as a Subject Matter Expert: Become an SME in internal procedure handling, providing consultancy to other teams on implementing new initiatives, and working with cross-functional teams to launch innovative solutions
- Evaluate Feedback and Data: Analyze internal and external feedback to identify trends and opportunities for improvement. Be comfortable with numbers with ability to size impact of solutions and defining analysis structure
- Align stakeholders: Ensure CEG readiness and align stakeholders to support Agoda’s customer experience transformation by collaborating with various functions within Agoda (Product, Supply, Finance, Compliance, Legal, etc.)
- Identify and Solve Problems: Use data and collaboration to identify problems and opportunities, proposing project ideas and solutions to improve critical operational metrics
- Drive continuous improvement: Oversee project progress, coordinate different workstreams + BAU processes, identify risks, troubleshoot issues, and propose mitigation plans. Evaluate project outcomes, gather feedback, and drive continuous improvement efforts
- Enhance Team Culture: Contribute positively to a culture of continuous improvement, teamwork, and enabling others’ success
What You’ll Need to Succeed:
- Minimum 2-5 years’ work experience, ideally in one of the following areas: customer experience, process improvement, strategy, analytics, customer research, customer service, management consulting.
- Proven experience in optimizing operating procedures and/or driving process improvement projects in large customer support operations or fast-paced environments
- Excellent attention to detail, ability to independently review and map current state and future state processes in detail. Pro-actively identify solutions that are aligned with stakeholders and back up by relevant data points
- Proficient in analyzing business challenges, considering trade-offs between different metrics/priorities, and communicating actionable recommendations to business leaders, adapting message to different stakeholders
- A growth mindset and positive attitude: pro-active, hands-on, switched-on, detail-oriented, strong sense of ownership, data driven, experimentation oriented.
- Comfortable working with uncertainty and experimentation in a high-velocity, dynamic, multicultural environment.
- Strong communication and presentation skills (English)
- Professional experience in Microsoft Office tools (e.g. Excel, Word, and PowerPoint). Skills in SQL/Tableau will be useful
