Global Head - Customer Experience Group

Agoda is the largest and fastest growing online property booking platform in Asia, and as a Priceline Group company, we are part of the largest online travel company in the world. Despite the success and size of the company, we still operate with a start-up feel; you get to be part of choosing where and what you’re working on, the technologies and how we solve the business concerns. 

We are looking for a leader in customer experience -- someone who not only can manage a high-growth, global customer service operation, but one who can also tie customer service into the bigger picture of the customer journey. 

This position is open to worldwide candidates and we will assist you with a generous relocation package, ensuring a smooth transition to working and living in Bangkok.

Roles & Responsibilities:

  • Plans and directs the activities of a ~1,000-person global organization (multiple sites around the globe) to achieve targets and standards for financial performance, customer satisfaction, culture and compliance
  • Designs and implements strategy for organizational development to support opening of new markets, offices, products and channels, and other change projects of large scale and complexity
  • Plans and leads the staffing activities of multiple high-performing centers, in accordance with documented policies and procedures and business goals, with high total quality and customer satisfaction scores, and acceptable attrition rates
  • Works closely with C-Level executives to ensure that Customer Service strategy and execution meets the needs of the business overall, not just from a cost point of view but also from the point of view of NPS, C-SAT and value creation
  • Identifies weaknesses and gaps in the process flows and facilitates process improvement
  • Maintains and develops organizational culture, values and reputation in its markets of operation among staff, customers, suppliers, partners and regulatory/official bodies
  • Mentors and models leadership behaviors which drive teamwork, initiative and ownership across the customer service department

Qualifications:

  • 10 years + in customer service industry  
  • 2-3 years of BPO experience at GM / VP level, having led large teams (1,000+), over multiple sites and countries
  • MBA or Masters’ degree from a technical discipline is a plus
  • Ability to analyze data, draw conclusions and make convincing recommendations to senior leadership team
  • Able to develop talent within the centers, including a track record of succession planning at all levels
  • Should have experience of handling change projects and possess strong project management skills

Personal attributes:

  • Takes ownership and responsibility
  • Good verbal and logical reasoning
  • Professional “get it done” attitude and work ethic; moves fast
  • Turns ideas into action, while taking people with him/her in delivering a shared vision
  • Past success in mentoring and building organizations that cater to long term customer relationships
  • Energetic and driven personality
  • High EQ and self-awareness
  • Adapts well to and is energized by change
  • Is creative and innovative
  • Demonstrated ability to work autonomously, and manage a wide variety of projects simultaneously
  • Excellent communicator who expresses facts and ideas in a clear, convincing and organized manner
  • Excellent people skills, with the ability to establish relationships and influence stakeholders at all levels
  • Team player, plays well within his / her own department and across the company
  • Is highly focused and able to set goals and deliver them
  • Has charisma and is able to energize the people they work with
  • Pragmatic but positive, optimistic and encouraging outlook

 


See Inside the Office of Agoda

As one of the fastest-growing online hotel platforms, Agoda is transforming travel for millions of customers around the globe. With its web and mobile products that combine local knowledge and connections to provide the best deals for business and leisure travelers, Agoda strives to make travel affordable, accessible, and easily available to its worldwide customer base.


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