Associate Project Manager / Project Manager (Tech & Strategy) - Agoda

This role is part of the Service Optimization function within the Customer Experience Group. The Associate Project Manager will partner with the Workforce Management team to improve forecasting, capacity planning, and scheduling. The position involves using SQL and Python to analyze data, build scalable solutions, and drive automation initiatives. The role requires strong analytical skills and the ability to lead cross-functional projects to enhance operational efficiency.

Structure, analyze, and solve problems using SQL and Python.

Support forecasting and capacity initiatives by partnering with Capacity Planning and Scheduling.

Drive real-time efficiency by identifying automation opportunities with Real-Time Specialists.

Lead cross-functional projects to deliver Service Optimization initiatives.

Contribute to future contact flow design across funnels, languages, and channels.

Apply AI tools to support forecasting, automation, and analysis work.

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 to independently pull, shape, and analyze data.

Strong structured problem-solving with an eye for scale.

Highly analytical with comfort using statistics and forecasting concepts.

Self-directed and comfortable with ambiguity.

Excellent verbal and written communication skills in English.

Experience with contact center or WFM operations.

Knowledge of AI tools or applications.

Experience with automation where APIs or system integration are limited.

Background transitioning from a technical or engineering role into business, or vice versa.

Familiarity with contact flow systems or IVR logic.

Review Hiring Process Guidelines before interview.