Strategic Projects - APM/ PM, White Label, Customer Experience Group (Based in Bangkok, Thailand | Relocation Provided)
Core
Lead the project management team and portfolio for automation, AI, and tooling improvements in customer and agent experiences, driving process optimization and CX outcomes.
Role type
Senior Program Manager (Strategic Projects)
Builds
Automation, AI, and tooling solutions for customer-facing and agent-facing journeys; process improvements for post-booking operational support.
Domain
Travel technology, Customer Experience, Process Optimization
Required skills
Strategic project/program management, People leadership (building PM teams), Cross-functional stakeholder management, Data-driven decision making, Process improvement, Commercial acumen
Preferred skills
Experience in operational CS/customer support environments, Technical familiarity with automation/AI tools, Commercial counterpart experience
Technologies
SQL, Tableau, Metabase, Low-code/automation tools, AI/ML-driven solutions
Responsibilities
Own the PM team end-to-end (vision, hiring, coaching, performance), Set long-term direction and OKRs for the portfolio, Drive automation and AI initiatives across customer journeys, Lead process optimization projects for post-booking support, Partner with commercial stakeholders to align business needs with deliverables, Present to senior leadership and manage cross-functional dependencies
Seniority
Senior, hands-on IC with people leadership
