Senior Project Manager - Customer Experience Technology

About the Role

Join Agoda, a Booking Holdings company, and play a pivotal role in shaping the future of global travel experiences. As a Senior Project Manager within the CEG Tech - Tools & Technology team, you will drive the end-to-end delivery of major technical initiatives that power our worldwide multichannel contact center network.

Main Missions

• Lead the end-to-end delivery of large-scale technical projects supporting the Customer Experience Group and Agoda's global strategic objectives.
• Translate complex operational needs into actionable technical requirements and oversee seamless implementations.
• Collaborate with diverse cross-functional stakeholders, including IT, Product, Legal, Business, Marketing, and Finance.
• Analyze business problems, formulate testable hypotheses, and execute data-driven experiments to optimize processes.
• Monitor key performance indicators (KPIs), identify potential risks, and provide regular reporting and corrective action plans to senior management.

Profile Required

• Proven track record in managing complex, cross-functional projects from initial concept through to launch and post-mortem analysis.
• Strong analytical mindset with a data-driven approach to problem-solving and process improvement.
• Ability to bridge the gap between operational business needs and technical execution.
• Excellent communication skills for interacting with high-level stakeholders across various departments.

Required Skills

• Expertise in Contact Center technologies (e.g., Avaya, Genesys, Verint, or Amazon Connect).
• Proficiency in project management tools such as Jira and Confluence.
• Advanced data analysis and dashboarding capabilities.
• Strategic technical project management and lifecycle oversight.
• Cross-functional stakeholder management.