2027 Hiring Pool - Operational Excellence & Automation - Project Management, 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 post-booking processes.
Role type
Senior Program Manager (Operational Excellence & Automation)
Builds
Automation/AI solutions, optimized operational flows, and improved customer experience frameworks for the Customer Experience Group.
Domain
Travel Technology / Customer Experience Operations
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Strategic problem solving, data-driven execution, stakeholder management, team leadership, process optimization, automation strategy, cross-functional collaboration, OKR setting, risk management
Preferred skills
Experience with AI/ML solutions in CX, familiarity with low-code/automation tools, coding ability, SQL/Tableau/Metabase proficiency, exposure to chatbots or recommendation engines
Technologies
SQL, Tableau, Metabase, VBA, low-code/automation tools, AI/ML frameworks
Responsibilities
Own end-to-end transformational initiatives spanning automation and process excellence; drive measurable impact on CSAT, service levels, and cost efficiency; design and implement AI-driven solutions for customer and agent journeys; evolve SOPs and roadmaps for continuous process improvement; build and coach a high-performing team of project managers; manage complex cross-functional projects from idea to implementation.
Seniority
Senior, hands-on IC with people leadership