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

About Agoda

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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