[ITO] (Infra) Senior Project Manager - Tools & Technology (Bangkok-based, relocation provided)

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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 at Agoda. Data 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 CEG Tech - Tools & Technology team (CEG Tech) ensures smooth delivery of information systems across a global network of multi‑channel contact centers. We are the trusted technical partner for CEG and Agoda, advising, guiding, and leading technically oriented projects. Operating across 10+  countries - whether from the office, remotely, or on the road - we enable teams to stay connected and deliver excellent service.

The Opportunity:

We’re hiring a results‑driven, technically oriented, business implementations knowledgeable Senior Project Manager to join the CEG Tech - Tools & Technology team.  This role is highly preferred to be based in Bangkok. We're open for other locations with Agoda entities.

In this Role, you'll get to:

• Drive end-to-end delivery of key technical initiatives that support the Customer Experience Group and Agoda’s broader goals.

• Translate operational needs into technical requirements and lead implementations with an operational lens.

• Partner with a broad and diverse set of stakeholders, including IT, Product, Legal, Business teams, Marketing, and Finance.

• Analyze business problems, develop testable hypotheses, and run data backed experiments to validate solutions.

• Lead operational flow analysis to identify process improvements and support product changes.
• Track outcomes and KPIs, identify risks and issues, report to management, and propose actionable remediation plans.

What you'll need to succeed:

• Data driven (priority): proven habit of using data and metrics to define success, prioritize work and measure impact. Strong reporting, data aggregation and analysis skills; able to use data to identify root causes and recommend solutions

• Experience: 3+ years working with contact center (e.g., Avaya, Genesys, Verint, Amazon Connect, or similar).

• Analytical mindset:

• Tools & analytics literacy: hands-on experience with Jira/Confluence, road mapping tools, and dashboarding/analytics platforms for tracking KPIs and progress.

• Delivery & program management: track record of leading complex crossfunctional projects from discovery through launch and postmortem.

• Technical fluency: able to translate between operational and technical requirements and explain technical tradeoffs in business terms.

• Stakeholder management & communication: excellent at distilling complex information into concise, executive ready updates and aligning technical and nontechnical partners.

• Planning & risk control: skilled at breaking work into milestones, managing dependencies, and proactively mitigating risks.

• Personality & communication: excellent verbal and written English; positive, open attitude with a growth mindset; comfortable with MVP concepts and UAT.
• Adaptability: thrives in a fast paced environment, can reprioritize quickly, and seamlessly resume work on deprioritized items when needed.

Nice to have

• Experience working across multiple countries and time zones.

• Exposure to contact center analytics or workforce management reporting tools / workforce optimization platforms

• Familiarity with experiment design and A/B testing frameworks.

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Discover more about working at Agoda

• Agoda Careers https://careersatagoda.com
• Facebook https://www.facebook.com/agodacareers/
• LinkedIn https://www.linkedin.com/company/agoda
• YouTube https://www.youtube.com/agodalife

Equal Opportunity Employer

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. 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.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

Disclaimer

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.