Associate Project Manager / Project Manager (Analytics), Customer Experience Group
A hands-on project manager role in Agoda's Customer Experience Group (Bangkok), partnering with Workforce Management to improve forecasting, capacity planning, and scheduling through data analysis. Day to day involves heavy SQL and Python use, building scalable automation solutions, leading cross-functional projects, and exploring AI applications and contact flow redesign.
- Compensation
- Not disclosed
- Location
- Bangkok
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 3+ years
- Category
- Project management
- Posted
Skills
Must have
- At least 3-4 years of experience in project management, data analytics, or a data-heavy operations role
- Technical proficiency in SQL and Python, able to independently pull, shape, and analyze data and build or iterate on models and scripts (e.g., pandas, statistical/forecasting libraries)
- Strong structured problem-solving with an eye for scale; break down ambiguous problems into reliable, reusable frameworks
- Highly analytical, comfortable with statistics and forecasting concepts (trend and seasonality analysis, basic capacity or queuing math)
- Self-directed and comfortable with ambiguity; able to define own working agenda in a fast-paced environment
- Excellent verbal and written communication skills in English, adjustable across seniority levels
Nice to have
- Experience with contact center or WFM operations (forecasting, capacity planning, scheduling, or real-time management)
- Knowledge of AI tools or applications (analysis, automation, building internal tools)
- Experience with automation where APIs or system integration are limited (scripting workarounds)
- Background transitioning from a technical or engineering role into business, or vice versa
- Familiarity with contact flow systems or IVR logic
Full description
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 Customer Experience Group (CEG) of Agoda serves our customers and partners to ensure satisfying outcomes. This is powered by our Global Service Vertical team, the backbone of CEG's global operations, comprising project managers, process owners, analysts, and talent management professionals working to improve the quality, efficiency, and consistency of our customer and partner support processes.
This role sits within our Service Optimization function, partnering closely with the Workforce Management (WFM) team, which owns forecasting, capacity planning, scheduling, and real-time service operations across CEG. As WFM shifts focus toward quality, standardization, and automation alongside continued efficiency gains, this role supports evolution through data-driven analysis, automation, and cross-functional project delivery.
The Opportunity
You will work closely with WFM to bring analytical rigor and structured thinking to how forecasting, capacity planning, and scheduling frameworks evolve, supporting their shift toward greater quality, consistency, and automation. You will also have the opportunity to contribute to a longer-term initiative redesigning contact flow logic across funnels, languages, and channels, which will become a bigger focus over time. This is a hands-on role with regular, direct use of SQL and Python, especially during forecasting and capacity workstreams, and a strong focus on building scalable solutions that hold up as volume, languages, and channels grow. It can also serve as a good transition from a technical or data background into business and operations strategy, or vice versa. As a small, flat team, you will have direct access to decision makers, fast feedback, with room to grow your scope over time as priorities evolve.
In this role, you'll get to:
- Structure, analyze, and solve problems. Use SQL and Python to independently pull, analyze, and interpret data, translating ambiguous operational questions into clear, logical, and scalable frameworks.