• The Quality Manager is the squad team member on a squad (s) responsible for supplier alignment and supplier performance on accounts owned by that squad. • Performance includes, but is not limited to, on-time delivery, adherence to all client and project specific requirements, and defect-free deliverables. • The role is managing service delivery quality to the client or managing tasks or initiatives. • This role is responsible for engaging with the customer to understand capacity requirements and quality expectations and liaising with Language Services to ensure such requirements can be met. • As part of ensuring adequate performance, the Quality Manager will monitor customer Objectives & Key Results (OKRs) and take necessary actions to ensure quality and on-time delivery targets are met. • Collaborate with Partner Engagement Manager, responsible for supplier alignment on accounts managed by Program Squad(s). • Monitor supplier’s performance on accounts managed by Program Squad(s). • Flag suppliers performing beneath client thresholds. • Lead conversations with customers regarding quality while anticipating their needs, analyzing root causes, performing corrective and preventive actions, and escalation matters while maintaining client facing language quality relevant documentation. • Design and setup quality framework. • Ensure maintenance of all language assets (glossaries, style guides, TMs). • Communicate customer language & content type capacity needs to Language Services Team. • Engage Language Services team with requisite information necessary for recommendations. • Customer point of contact for all language quality related matters. • Action when necessary to ensure quality SLA is being met. • Act as escalation point for PMs when partners consistently miss deliverable due dates. • Monitor and flag suppliers performing beneath defined thresholds on an account to Language Services Team. • Collaborate with Language Services Team to initiate Quality Improvement Plan (QIP) as needed. • Prepare and present quality reporting to clients as needed. • Support the development of customer initiatives, internal initiatives, or new processes.

• Build strong hotel supplier relationships and effectively communicate Priceline and Agoda’s value proposition to grow bookings, room nights and revenue in assigned portfolio • Evaluate market trends, partner performance, and competitor landscape to ensure the competitiveness of Priceline and Agoda’s products • Analyze data to identify business growth opportunities across assigned portfolio • Conduct ongoing reviews of production with hotel accounts and present strategic recommendations to optimize Priceline and Agoda accommodation availability, content competitiveness and hotel performance, using a consultative approach • Prioritize, plan and implement effectively to meet/exceed defined targets and goals • Identify, prioritize, negotiate, contract and onboard non-participating hotels, ensuring favorable terms and conditions • Research and troubleshoot pricing and availability competitiveness issues preventing hotels from optimizing booking performance • Educate and train hotel partners on Priceline and Agoda systems, tools, programs and reporting • Collaborate with internal partners to execute business initiatives and drive market strategy • Prepare presentations and materials to present at both external and internal meetings • Represent Priceline and Agoda in assigned market(s), participate in industry organizations and events, and establish relationships with key local influencers

• Serve as the primary regional service point of contact for the dealer network • Provide strategic service support to regional dealers and key end users • Ensure that customer service issues elevated for regional support are properly assessed, escalated, coordinated, and resolved • Plan and conduct on-site visits with regional dealers • Conduct regular communication and update calls with regional dealers • Lead ongoing training initiatives for dealers and key end users • Capture, document, and communicate service-related field feedback and customer experience insights • Undertake and lead service-related dealer qualification and onboarding activities • Provide advanced technical support to dealers

• Design, develop, implement, and manage change deliverables • Develop a stakeholder assessment and organizational readiness plan • Outline the leadership engagement program • Develop the communications plan and training strategy • Conduct preliminary change impact assessment based on defined rollout and technical solution • Develop overall change management strategy and rollout plan • Identify brand awareness program requirements • Develop risk mitigation planning strategies