Operations Specialist

About Agoda

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.

Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.

No two days are the same a and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.

Get to Know Our Team

The B2B Commercial Strategy team helps shape the future direction of Booking Holdings Global B2B entity

As an Operations Specialist you will be responsible for processing and coordinating operational requests and projects to support our B2B partners (Managed and/or Self Serve) during the different parts of their partner journey; from sign-up, on-boarding and payouts to optimizing our internal and external partner Knowledge Center.

You will be responsible for driving innovation and quality improvement projects and are expected to be an expert in one or more of the operations area:

• Managed partners- contracting, payments, system administration
• Self Serve - partner analysis & experience, products, system administration

You are expected to lead by example by showing a positive can-do attitude and role modeling the principle of taking ownership.

Excellent communication and organizational skills are required in this role.

You will be based in Winnipeg Canada reporting to your Team Lead / Manager within the B2B team

What You'll Be Doing:

• Support:
  Handling of operations ticket inbound from our Commercial team and Partners
• Projects:
  Innovate the existing processes by initiating and driving medium sized
  * projects to improve efficiency, quality and/or Partner experience
• Coordinate with the Legal, Privacy and Fraud, Finance and/or Accounts Payables departments to ensure smooth contractual or financial facilitation
• Apply critical thinking and independently drive improvements across the team
• Share knowledge and best practices across teams, both centrally and in the regions
• Creating and documenting the processes to be followed by the commercial teams and operational teams
• Handling of ticket inbound from Partners (Self Serve)
• Maintaining high service levels according to set SLA’s

Handles tickets and projects in one or more areas of expertise:

Managed Partners:

• Contracting:
  • Draft contracts using guidance & legal playbook for Central teams (ranging from regular to complex requested changes) and approve or reject proposed changes from partners
  • Leading medium sized projects (eg. on process innovation, legal templates and / or optimizing our tools)
  • Train and support account managers in the processing and coordination of all Contracting requests
• Payments:
  • Coordinate creation of credit slips and payment batches for all Partners
  • Investigate payment issues and/or commission errors and come up with innovative, scalable solutions
  • Dispute management
  • Perform pre-emptive account maintenance to prevent failed payments
  • Using SQL queries combining tables, perform commission errors or data discrepancy investigations
  • Train and support account managers and partners on all Financial and Payment requests

Self Serve:

• Partner experience:
  • Drive partner profile analysis in efforts to increase positive partner experience through self serve platform (Knowledge base)
  • Analysis of Partner-facing campaigns and surveys
  • Work collaboratively with Business Performance team to align priorities
  • Underlying focus on decreasing inbound and increasing automations while simultaneously increasing the positive self serve partner experience

What You'll Bring:

• Strong operational mindset required; 3+ relevant experience in Global Operations department preferred
• Strong project management skills, with experience leading cross-functional initiatives from planning through execution
• Commercially minded and result driven;
• High learning ability;
• Highly organised, can work to deadlines and manage multiple and competing projects
• Clear communicator who can explain complex problems in a simple way to senior stakeholders
• Excellent attention to detail
• Thrives in a fast-paced and ambiguous environment
• High integrity, with an ability to develop deep and lasting…