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

Get to Know Our Team:   

The People Team at Agoda is committed to attracting, nurturing, and retaining exceptional talent from across the globe. We prioritize cultivating an inclusive and vibrant workplace where employees can flourish, develop their skills, and contribute meaningfully to Agoda’s success. By embracing diversity and encouraging collaboration, we ensure Agoda remains an inspiring environment for innovation and growth. 

Within the People Team, the People Experience and Services function is dedicated to delivering seamless and supportive employee journeys. From smooth onboarding or relocation experiences to designing the workspaces fit for collaboration and productivity, this team provides personalized and connecting experiences, places and resources to ensure a comprehensive support to empower our workforce. Their efforts help create a workplace where every individual feels valued, motivated, and equipped to succeed. 

The People Services Excellence and Operational Effectiveness team drives the design and implementation of scalable, efficient, and user-focused HR services and operations. By refining processes, enhancing tools, and streamlining workflows, they enable the broader People Team to consistently deliver exceptional experiences to Agodans worldwide, ensuring operational excellence and sustained impact. 

 The opportunity 

We are looking for a Senior Project Manager, People Services Excellence & Operational Effectiveness to lead complex, cross-functional projects and initiatives that improve how we deliver People services at scale. 

In this role, you will manage a portfolio of projects focused on service quality, operational efficiency, and employee experience across People Experience and Services. You will partner closely with teams across People, Tech, and the business to design, implement, and continuously improve processes, tools, and operating models that support Agoda’s growth. 

This position is based in Bangkok. Agoda provides relocation support for successful candidates who are not currently located in Bangkok. Please note that we are not open to remote working or the possibility of being based in other locations.

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 People Services and business objectives.   

• Ensure structured change management is built into all initiatives (communications, training, adoption plans, feedback loops).   

 People Services Excellence & Operational Effectiveness   

• Design, standardize, and continuously improve HR service delivery processes (e.g., onboarding, offboarding, data management, case management, employee inquiries, 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 (e.g., tiered support, shared services, self-service, 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 Reengineering & Continuous Improvement   

• Lead process mapping, analysis, and redesign efforts to create simpler, more intuitive, and more 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 (e.g., idea intake, prioritization, pilots, and scale-up).   

• Champion a data- and insights-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; ensure projects and initiatives clearly map to these goals.   

• Track and analyze 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, outcomes, 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 and 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 organization.   

• 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 organizations.   

• Experience in change management, organizational effectiveness, or employee experience design. 

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