MBA Summer Internship 2024 - CEG Project Management Intern

The Programme

The Customer Experience Group (CEG) of Agoda effectively serves our customers and partners to ensure satisfying results. This great task is accomplished with the support of our Global Service Vertical team. We serve as the backbone for Customer Experience Group’s global operations.  
 
Our team is comprised of project managers, process owners, analysts, and talent management. Together we work to improve the quality and efficiency of our customer and partner support processes.  
 
Working with the Global Service Vertical team is a great opportunity to collaborate with various stakeholders and develop initiatives with other subsidiaries of Booking Holdings and external partners all over the world.  
 
We are a very data-driven environment, eager to move fast and learn through experimentation. A clear focus on supporting our customers and partners is bolstered by a strong, entrepreneurial culture that enriches us and Agoda’s business performance.  
 
The opportunity:  
 
Get to learn project management in the Customer Experience Group (CEG), where we support new business initiatives, improve and maintain efficiency and effectiveness of processes, and lead changes to improve customer and partner experience.  
 
In this role, you’ll get to:  

• Facilitate collaboration and effective coordination across various Agoda departments and teams within CEG to achieve project milestones and support business initiatives. Uncover opportunities, analyze issues, identify risks, and propose solutions to be implemented.  
• Support projects aimed at improving and maintaining operational KPIs such as service level (SL), customer satisfaction (CSAT), net promoter score (NPS), quality of service, partners satisfaction, productivity, costs, etc.   
• Define and design action plans for initiatives in partnership with management team.   
• Resolve problems through data analysis and effectively communicate your findings.  
• Ensure calibration between project teams and other stakeholders as well as provide efficient and regular reporting to management.   
• You may be involved in operational flow configuration, analysis aimed at improving processes, activity automation, and new product improvement implementation. This is a hands-on role where you may have to conduct many of your own data analyses (SQL, Metabase, ThoughtSpot, & Tableau) and/or build on a low code/simplified JavaScript tool. You will likely need a blend of technical, analytical, and project management/communication skills to be successful in this role.  

Required Skills and Abilities

• Able to do the internship from 27th of May to 2nd August 2024 (10-week program). 
• Currently an MBA student and will hold student status until the end of internship. 
• Must have working rights in Thailand or studying MBA full-time in Thailand. 
• Ability to work in a fast-paced, dynamic, multicultural environment. 
• Positive attitude and openness to learn and adapt.   
• Fluent in English both spoken and written.  
• Structured logical thinking and problem-solving skills.  
• Strong numerical acumen.   
• SQL & programming experience is a big plus (you can learn it online!).   

About Us: 
 
Agoda is transforming travel for millions of customers across the globe. Headquartered in Asia, Agoda is one of the world’s largest online travel platforms.  
 
Founded in 2005 and now part of Booking Holdings, Agoda has a network of over 2,900,000 properties worldwide. Our web and mobile products provide a first-rate reservation service in 38 languages that uniquely combines local knowledge and local connections to provide the best deals for business and leisure travelers.  
 
Agoda employs over 7,000 professionals from 90 nationalities in locations around the globe. In every department – from engineering to customer experience – we provide an environment rich with creativity, collaboration, and experimentation, and the tools to work faster and smarter. At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great.