Senior Project Manager (Tools & Technology)

TL;DR

Senior Project Manager (Tools & Technology): Driving end-to-end delivery of technical initiatives for contact centers with an accent on operational flow analysis, stakeholder alignment, and data-driven decision-making. Focus on translating operational requirements into technical implementations, tracking KPIs, and managing cross-functional dependencies to ensure seamless global service delivery.

Location: Based in Bangkok, Thailand (relocation provided). Hybrid role, open to other locations with hirify.global entities.

Company

hirify.global is a global travel technology company and part of Booking Holdings, connecting travelers to millions of properties and experiences worldwide.

What you will do

• Drive end-to-end delivery of key technical initiatives supporting the Customer Experience Group.
• Translate operational needs into actionable technical requirements and lead implementations.
• Partner with diverse stakeholders across IT, Product, Legal, Business, Marketing, and Finance.
• Analyze business problems and run data-backed experiments to validate proposed solutions.
• Perform operational flow analysis to identify process improvements and support product changes.
• Track outcomes and KPIs, manage risks, and report progress to management.

Requirements

• 3+ years of experience working with contact center technologies (e.g., Avaya, Genesys, Verint, Amazon Connect).
• Proven ability to use data and metrics to define success, prioritize work, and measure impact.
• Hands-on experience with project management and collaboration tools like Jira and Confluence.
• Strong analytical mindset with the ability to translate technical trade-offs into business terms.
• Excellent verbal and written English proficiency.
• Demonstrated track record of leading complex cross-functional projects from discovery through launch.

Nice to have

• Experience working across multiple countries and time zones.
• Exposure to contact center analytics or workforce management reporting tools.
• Familiarity with experiment design and A/B testing frameworks.

Culture & Benefits

• Work in a diverse, global team of over 7,000 people from 90+ countries.
• Highly data-driven and innovation-focused culture.
• Opportunity to work on complex, high-impact technical systems within the travel industry.
• Inclusive work environment that values merit and diversity.