Senior Operations Manager

4 weeks ago

Bangkok, Bangkok, Thailand Agoda Full time

We're seeking a Senior Manager to 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.

This role is responsible for 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.

Requirements:

  • 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 (e.g., Metabase, Tableau) 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.

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, and 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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