Associate Project Manager / Project Manager (Tech & Strategy) - Flights, 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 project management, data analytics, or a data-heavy operations role

Technical proficiency in SQL and Python