Principal Project Manager, Partner Excellence, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)
Core
Leading a portfolio of global partner excellence programs focusing on process optimization, automation, and AI tooling to improve post-booking partner journeys and reduce cost-to-serve.
Role type
Senior IC Principal Project Manager (Partner Excellence)
Builds
End-to-end partner experience improvements, automated workflows, and data-driven operational solutions for the Customer Experience Group.
Domain
Travel technology / Customer Experience Operations
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Strategic problem solving, portfolio management, cross-functional stakeholder leadership, process optimization, data-driven decision making, team building and coaching, commercial value realization, risk management, OKR setting
Preferred skills
Experience with Product/Tech/Data teams, automation/AI tooling implementation, SQL/Tableau/Metabase proficiency, exposure to AI/ML solutions in operations, coding willingness
Technologies
SQL, Tableau, Metabase, VBA, post-booking APIs, self-service tools, chatbots, recommendation engines
Responsibilities
Own end-to-end transformational initiatives and business cases; prioritize and drive projects improving partner satisfaction, service levels, and cost efficiency; evolve SOPs and roadmaps for continuous process improvement; partner with Product/Tech/Commercial teams to design and implement automation/AI solutions; set long-term vision and OKRs for the team; coach and develop a high-performing team of project managers; monitor project milestones and mitigate risks
Seniority
Principal, hands-on IC with people leadership