Senior Project Manager, Talent Development (BKK/KUL based role, relocation support provided)

Senior Project Manager, Leadership Development (BKK/KL Based) 

 

Get to Know our Team:   

 

 As the largest department at Agoda, the Customer Experience Group’s (CEG)  purpose is to provide peace of mind for customers and partners by supporting them when they need us. This mission is accomplished with the support of our Global Service Vertical team, which serves as the backbone of CEG’s global operations.   

 

Our team comprises Project Management, Process Owners, Talent Development, Workforce Management, and Analytics sub-teams. Working with the Global Service Verticals offers an excellent opportunity to collaborate with diverse stakeholders and develop initiatives alongside cross-functional teams across the globe. We operate in a highly data-driven environment, moving fast and learning through experimentation. A strong focus on supporting our customers and partners is reinforced by an entrepreneurial culture that drives both personal growth and business performance.  

 

This role sits within the Talent Development team of CEG Global Service Verticals. The team is responsible for strengthening the performance and leadership capability of our operational teams by designing and delivering high impact learning solutions that elevate operational and leadership performance to ensure high-quality customer experience. The team’s current and past portfolio includes multiple leadership programs, such as GROW Aspire for Regional Managers (focused on core leadership competencies), Team Manager Enablement (onboarding and continuous learning), 3D Skills (Data-Driven Decisions), Accelerate (Coaching foundations), and Coach the Coach. 

 

The opportunity: 

We are seeking a Senior Project Manager to lead global leadership development programs for over 300 CEG operational leaders across 10+ countries. This role operates at a strategic level, responsible for proposing, shaping, and delivering initiatives that directly improve leadership effectiveness and operational outcomes across CEG’s global footprint. 

You will independently manage large-scale, cross-functional programs, and partner with senior stakeholders. Your work will help elevate the leadership capability of CEG operational leaders, enabling them to drive business outcomes such as higher closure rates, improved customer experience metrics (e.g., DSAT reduction, urgency adherence), and stronger team performance management. This role requires strong strategic thinking combined with disciplined execution and operational rigor.  

 

 

 

In This Role, You Will Get To 

• Own and lead global leadership development programs and initiatives for over 300 CEG operational leaders across 10+ countries, driving end-to-end execution from needs analysis and program design through delivery and measurable business impact 

• Shape and draft leadership development strategy and roadmaps, clearly framing tradeoffs, sequencing, and expected business outcomes 

• Propose and lead strategic initiatives that advance long-term leadership development priorities and align with broader CEG and Agoda priorities 

• Lead innovation in learning experiences by leveraging Agoda’s learning platforms, digital learning libraries, and GenAI to drive engaging, scalable programs and enhance our coaching ecosystem & platform 

• Analyze data such as coaching adherence, operational performance metrics, and program feedback to identify leadership capability gaps and drive targeted improvements in program effectiveness 

• Independently manage and partner with a broad stakeholder group, including the CEG Senior Leadership Team (A/VPs, Senior Directors, and Regional Directors) and Central People team, navigating diverse viewpoints and driving alignment through structured analysis and evidence-based decision making. 

• Drive change management across operational leadership teams to ensure sustainable adoption of new frameworks, processes, and programs 

• Mentor team members on strategic thinking, structured problem solving, stakeholder engagement, and execution discipline to elevate overall team capability and enable others’ success 

 

What you’ll need to succeed: 

• Minimum 6–8 years of experience leading complex, cross-functional projects related to people development, organizational effectiveness, or business transformation, preferably within Learning and Development, Organizational Development, or Management Consulting roles 
• Proven experience in architecting scalable people and learning interventions, such as competency models, structured learning journeys, coaching ecosystems, or behaviour change programs, translating design into measurable performance outcomes 
• Experience leading performance improvement initiatives with a strong focus on coaching effectiveness and end-to-end leadership development program design and delivery 
• Strong business acumen with the ability to link organizational structure and operating dynamics to execution quality and measurable business impact 
• Demonstrated ability to independently manage diverse stakeholder landscapes, including senior leadership 
• Strong capability in strategic direction framing, roadmap development, and structured decision making 
• Advanced data analysis skills and the ability to translate operational insights into actionable improvement strategies 
• Strong written and verbal communication skills, with the ability to influence and build credibility at senior levels 
• Demonstrated ownership, accountability, and resilience under ambiguity in fast-paced, dynamic, multicultural environments 
• Experience in mentoring or leading teams is a plus 
• Bachelor's degree in any relevant field is required