Associate Director - Strategic Projects, White Label, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)
Core
Lead the project management team and portfolio for automation, AI, and process optimization initiatives within the Customer Experience Group to improve customer and agent journeys.
Role type
Senior IC Associate Director (Project Management & Strategy)
Builds
Automation solutions, AI tools, and optimized operational processes for customer and agent-facing journeys.
Domain
Travel Technology / Customer Experience / Process Optimization
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Strategic project management, People leadership, Cross-functional stakeholder management, Data-driven decision making, Process improvement, Commercial acumen, OKR setting, Risk management
Preferred skills
Experience in operational CS/customer support environments, Commercial partner management, Technical/AI project leadership, SQL/Tableau proficiency, AI/ML exposure in CX context
Technologies
SQL, Tableau, Metabase, Low-code/automation tools, AI/ML tools
Responsibilities
Own the PM team end-to-end including vision, hiring, coaching, and performance; Set long-term direction and OKRs for the team; Drive automation and AI initiatives across customer and agent journeys; Lead process optimization projects for the post-booking journey; Act as a counterpart to commercial and partner stakeholders; Present to senior leadership and manage portfolio outcomes.
Seniority
Senior, hands-on IC with people leadership