Senior Project Manager, People Services Excellence & Operational Effectiveness (Bangkok-based, [...]

Stellenbeschreibung:

Senior Project Manager, People Services Excellence & Operational Effectiveness (Bangkok-based, Relocation Provided)

Agoda is a global travel platform that connects travellers with a wide range of accommodation, flight and experience options. Founded in 2005, Agoda is part of Booking Holdings and employs more than 7,000 people from 90 countries.

About Agoda The company places data, technology and culture at the core of its operations, fostering a dynamic environment that encourages innovation. Agoda’s People Team is dedicated to attracting, nurturing and retaining talent, with a focus on inclusion, collaboration and employee development. Their People Experience and Services function aims to create seamless end‑to‑end employee journeys, from onboarding to workspace design, while the People Services Excellence & Operational Effectiveness team drives scalable, efficient and user‑focused HR operations.

The opportunity

We are looking for a Senior Project Manager to lead complex, cross‑functional projects that improve how we deliver People services at scale. This role manages a portfolio focused on service quality, operational efficiency and employee experience across People Experience and Services. The position is based in Bangkok; relocation support is provided for successful candidates not currently located in Bangkok. Remote work is not an option.

In this role, you will get to focus on:

Project & Portfolio Management

Lead and oversee a portfolio of strategic People Services projects, ensuring initiatives deliver measurable impact on service quality, speed, cost, and employee experience.
Develop and maintain project charters, roadmaps, and timelines, aligning scope, priorities and resources across People, Tech and business stakeholders.
Anticipate and manage risks, dependencies and trade‑offs, escalating and resolving issues to keep projects on track and aligned with business objectives.
Ensure structured change management is built into all initiatives (communications, training, adoption plans and feedback loops).

People Services Excellence & Operational Effectiveness

Design, standardise and continuously improve HR service delivery processes (e.g., onboarding, off‑boarding, data management, case management, employee inquiries and HR operations).
Collaborate with People Services leaders to define and refine service standards, SLAs and KPIs, ensuring they are monitored and acted on.
Support the design and rollout of service delivery models (tiered support, shared services, self‑service and automation) that improve scalability and consistency.
Partner with Tech and Analytics teams to leverage systems, workflow tools and automation to simplify processes and reduce manual effort.

Process Re‑engineering & Continuous Improvement

Lead process mapping, analysis and redesign to create simpler, more intuitive and efficient HR workflows.
Apply Lean, Six Sigma or similar methodologies to identify root causes, reduce defects and waste, and improve throughput and quality.
Establish and maintain continuous improvement pipelines for People Services (idea intake, prioritisation, pilots and scale‑up).
Champion a data‑driven approach to improvement using metrics, employee feedback and stakeholder input to guide decisions.

Stakeholder Management & Collaboration

Work closely with People Services leaders, CoEs, People Partners and Tech to translate business and employee needs into clear project requirements and outcomes.
Facilitate alignment and decision‑making across stakeholders, ensuring clarity on priorities, scope, roles and responsibilities.
Drive strong communication and engagement throughout project lifecycles, including updates, showcases, demos and retrospectives.

Strategy, Performance Steering & Reporting

Contribute to defining OKRs and KPIs for People Services Excellence & Operational Effectiveness, ensuring projects map to these goals.
Track and analyse project and service performance, providing clear visibility on progress, issues and impact to collaborators and leadership.
Prepare presentations and reports for senior leaders that highlight insights, risks and next steps for key initiatives.

What you will need to succeed

Bachelor’s degree in Business, HR, Industrial Engineering, Operations Management or a related field; advanced degree is a plus.
7+ years of experience in project management, operations or transformation roles, preferably in HR/People Operations, Shared Services or Service Delivery environments.
Proven track record of leading complex, cross‑functional projects from concept to implementation, ideally in a multinational or fast‑paced, high‑growth company.
Strong analytical & problem‑solving skills, with hands‑on experience in process mapping, root‑cause analysis and data‑driven decision making.
Certification or strong working knowledge of Lean, Six Sigma or other process improvement methodologies.
Project management certification (e.g., PMP, PRINCE2, Agile/Scrum) or equivalent experience managing complex projects.
Excellent communication, facilitation and presentation skills, with the ability to convey complex ideas clearly to both technical and non‑technical audiences.
Demonstrated ability to influence and partner with stakeholders at multiple levels in a matrixed environment.
Comfort operating with ambiguity, balancing strategic thinking with a strong bias for execution and outcomes.

It would be good if you have

Experience in HR transformation or HR shared services in a multinational organisation.
Hands‑on experience working with Workday or similar enterprise HR platforms.
Experience setting up or improving service delivery models, case management or knowledge management in HR or other service organisations.
Experience in change management, organisational effectiveness or employee experience design.

Equal Opportunity Employer

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritise diversity and inclusivity, ensuring hiring is based solely on merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, colour, 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 recognise 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.