Associate Director / Principal Project Manager / Senior Project Manager, Operational Excellence & Automation team, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)
Core
Leading a portfolio of global operational excellence and automation initiatives to enhance customer and agent experience and optimize the post-booking journey.
Role type
Senior IC Project Manager / Associate Director, Operational Excellence & Automation
Builds
Automation/AI solutions, process improvements, and operational frameworks for the Customer Experience Group
Domain
Travel technology, Customer Experience, Process Optimization
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic problem solving, Data-driven execution, Stakeholder management, Team leadership, Process improvement, Project portfolio management
Preferred skills
Technical/AI project experience, SQL/Tableau proficiency, Low-code tool configuration, AI/ML exposure in CX
Technologies
SQL, Tableau, Metabase, VBA, Low-code automation tools, AI/ML tools
Responsibilities
Own end-to-end transformational initiatives spanning automation and process excellence; Drive automation and AI solutions for customer and agent journeys; Shape end-to-end customer and process improvements; Lead and develop a high-performing team of project managers
Seniority
Senior, hands-on IC with people leadership