Project Associate - Operational Excellence & Automation, (Based in Bangkok, Thailand - Relocation Provided)

About the role

This role is responsible for managing global operational excellence projects in the Customer Experience Group (CEG), focusing on (i) automation of customer service and support (ii) process optimization, (iii) operations team's performance improvement. This role can serve as a good transition from software engineering/technical field to business, and vice versa. In this Role, you'll get to: Learn about and understand core issues affecting the business, identify opportunities for improvement, and develop testable hypotheses to fix the problem Support product initiatives and ensure good coordination and collaboration between the teams in various Agoda's departments as well as within the CEG organization to achieve projects milestones and goals Lead operational flows configuration analysis aiming at processes improvement, automation of activities and implementation of new product improvements Translate, improve, and encode existing process flows on the agent interface software using low-code products, or utilizing pieces of pre-defined code and logic statements. Note that hands-on encoding (using a tool built on top of JavaScript) can be >60% of work during a certain stage of the project. Lead User Acceptance Testing (UAT) with selected teams and launch new processes globally Analyze data to ensure that the outputs of processes are achieved; identify key issues and risks, report accordingly to management and propose solutions to be implemented Ensure constant communication between project teams and other stakeholders Work closely with Product Management/Engineering/Tech to improve the tool for end users This is a hands-on role where you have to build on a low-code/simplified JavaScript tool and conduct many of your own data analyses (primarily SQL, Metabase, & Tableau) What you'll Need to Succeed: Bachelor's Degree in Computer Science, Mathematics, Statistics, Engineering majors Fresh graduates-3 years of experience in data-heavy operations/software development/process flow automation development/management consulting Skilled at statistical software e.g. SQL, VBA, SAAS, Tableau, etc. Programming skills e.g. JavaScript, Python, etc. Able to analyze business challenges with a data-driven approach and communicate actionable recommendations to business leaders Analytical and able to define analysis structure and interpret data. Ideally, you have some programming background Comfortable with uncertainty and experimentation Strong English communication skills (additional language is a plus), conceptual ability and ability to work with stakeholders at all levels Able to work in a fast-paced, dynamic, multicultural environment Take initiatives and look for opportunities for improvements Willing to take and give feedback to colleagues Detail-oriented, hands-on with the ability to complete tasks with speed and accuracy