Senior Operations Manager
5 days ago
Senior Manager to lead complex projects, enhance CRM and operational systems, and drive data-driven decision-making.
About Agoda
Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with a global network of hotels and holiday properties worldwide.
We foster a work environment rich in diversity, creativity, and collaboration, with 7,100+ employees representing 95+ nationalities in 27 markets.
Our Purpose - Bridging the World Through Travel
We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.
About Our Team: The Supply Operations team is dedicated to fostering commercial growth through innovative processes, systems, and advanced technical platforms.
We are a data-driven, results-oriented group that utilizes analytics to design scalable operational processes and automations.
**Role Overview:**
As a Senior Manager, you will oversee and enhance the performance and user experience of our CRM and operational systems. You will lead significant cross-functional projects, working closely with global stakeholders to identify system gaps and implement enhancements that align with business objectives.
Your role will focus on improving operational efficiency, enabling data-driven decision-making, and ensuring our systems meet the evolving needs of the business.
**Key Responsibilities:**
- Lead and manage large, complex projects from concept to implementation, ensuring timely delivery, quality outcomes, and alignment with business goals.
- Identify and analyze operational challenges and opportunities through data analysis and stakeholder collaboration, proposing strategic solutions.
- Collaborate with Product Management and Development teams to design and implement system improvements, configure tools, support testing, and ensure successful rollouts.
- Provide data-driven insights to stakeholders to facilitate informed business decision-making and operational improvements.
- Serve as a subject matter expert on our systems, tools, and processes.
- Offer day-to-day operational support through the ticketing system, providing timely, data-backed resolutions to internal stakeholders within defined SLAs.
**Qualifications:**
- 6+ years of relevant experience, including 3+ years in a management role leading large-scale, cross-functional projects in a fast-paced, dynamic environment.
- Project Management Expertise: Proven ability to independently lead global projects of various complexities, ensuring successful, timely, and high-quality execution.
- Technical Mindset: Strong understanding of systems and tools, with hands-on experience managing CRM platforms or other business tools. Ability to work closely with development teams to drive system improvements.
- Advanced Data & Analytical Skills: Ability to interpret complex datasets and transform them into actionable business insights. Strong proficiency in SQL and data visualization tools is essential.
- Exceptional Communication Skills: Ability to clearly and effectively communicate complex information to a diverse audience, including senior stakeholders. Strong written and verbal communication skills are essential.
- Stakeholder Management: Proven track record of building and maintaining relationships with stakeholders across all levels, functions, and geographies. Strong skills in managing expectations and driving alignment.
- Proactive and Agile: Ability to thrive in a fast-paced, dynamic environment, quickly adapting to changes and driving projects forward. Strong multitasking and prioritization skills are key.
- Ownership Mentality: A self-starter who takes full responsibility for their work, driving issues to resolution and ensuring successful outcomes.
**Equal Opportunity Employer**
We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person's merit and qualifications.
We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.
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