Associate Project Manager / Project Manager (Analytics), Customer Experience Group

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. - Support forecasting and capacity initiatives. Partner with Capacity Planning and Scheduling to surface insights and improvement opportunities in forecasting accuracy and automated staffing models. - Drive real-time efficiency. Work with Real-Time Specialists to identify automation opportunities, including workarounds where system or API limitations exist, with an eye toward solutions that scale beyond a single use case. - Lead cross-functional projects. Own or support end-to-end delivery of Service Optimization initiatives such as staffing strategy, system implementation, and automation projects that require coordination across WFM and Operations. - Contribute to future contact flow design. Support early-stage exploration of contact flow logic redesign across funnels, languages, and channels, with scalability as a core design principle. - Apply AI to real problems. Explore how AI tools can support forecasting, automation, and analysis work across the team. What you'll need to succeed: Must-have: - At least 3 to 4 years of experience in a data-heavy operations role. - Technical proficiency in Python. Able to independently build or iterate on models and scripts (e.g., pandas, basic statistical or forecasting libraries), not just run existing code. - Strong structured problem-solving with an eye for scale. Able to break down ambiguous problems into clear, logical frameworks that remain reliable and reusable as scope, volume, or complexity grows, rather than one-off fixes. - Highly analytical, comfortable with statistics and forecasting concepts (e.g., trend and seasonality analysis, basic capacity or queuing math) - Self-directed and comfortable with ambiguity. Able to define your own working agenda and operate independently in a fast-paced, uncertain environment. - Excellent verbal and written communication skills in English, with the ability to adjust style 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 (e.g., using AI to support analysis, automation, or building internal tools) - Experience with automation where APIs or system integration are limited (e.g., scripting workarounds) - Background transitioning from a technical or engineering role into business, or vice versa - Familiarity with contact flow systems or IVR logic Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works. 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.