Talent Development – Project Manager (Bangkok based, relocation provided)

Bangkok, Thailand

Overview

Agoda’s Customer Experience Group (CEG) is a 4,000+ strong organization spread globally across nine countries in 4 continents. As CEG continues to grow, we realize the need for more robust learning and development processes and practices, in order to gain operational efficiencies and deliver top-quality customer care.

We are currently seeking to hire a Talent Development Project Manager. This is a new position within CEG that’s primary function will be to design and implement L&D solutions that supports CEG’s key strategic priorities to help improve, our tools, processes, systems, enhancing the efficiency of our customer service agents and improving the experience we provide to our customers.

This role is based in our Bangkok office as part of the CEG Talent Development team.

📝 Position Summary

We are seeking an innovative and tech-savvy Talent Development professional specializing in AI to join our dynamic TD team. This role will focus on finding efficiencies within the internal processes, tools and implementing AI driven solutions for TD and the broader CEG People organization. The ideal candidate will have a passion for emerging technologies, particularly generative AI, and strong project management skills to drive innovation in our learning ecosystem.

🔑 Key Responsibilities

Project Management

• Lead the development and implementation of AI driven projects for TD and the broader CEG People team (QA, WFM, C&C, etc.).
• Manage project lifecycles from conception to deployment for AI-driven learning solutions
• Identify opportunities to leverage generative AI to enhance training effectiveness and efficiency
• Collaborate with CEG product and automation teams to ensure successful integration of AI tools within existing systems
• Create project plans, timelines, and resource allocations for approved initiatives
• Tools Support and Process Improvement –
  • Myna enhancement including establishing clear coaching quality metric, correlation with performance, implementing AI driven QA solutions in Myna to improve coaching recommendations and feedback.
  • Internal processes enhancement – Implementing automation to streamline the knowledge creation and quality control (QC) review process, optimizing manual workflows across different platforms and teams

Leadership Support

• Provide direct support to TD leadership in strategic initiatives and day-to-day operations
• Prepare reports, presentations, and analyses to inform decision-making
• Represent the TD team in cross-functional meetings and initiatives
• Identify and recommend solutions to challenges affecting TD operations

📊 Qualifications & Requirements

Education & Experience

• Bachelor’s degree in computer science, Information Technology, Learning & Development, or related field
• 3-5 years of experience in project management, preferably in learning & development or technology
• Experience with AI technologies, particularly generative AI applications in business settings

Technical Skills

• Strong understanding of AI technologies and their practical applications
• Experience with project management methodologies and tools (Agile, Scrum, etc.)
• Proficiency in data analysis and reporting
• Knowledge of learning management systems and digital learning platforms
• Ability to identify opportunities for tool integration and enhancement

Soft Skills

• Excellent project management and organizational abilities
• Strong communication and stakeholder management capabilities
• Problem-solving mindset with attention to detail
• Adaptability and comfort with ambiguity in a fast-evolving technological landscape
• Ability to work independently while supporting team objectives

📅 Transition Timeline & Onboarding

This position will be available starting May 2025, following the transition of the current role holder to another team.

🎯 Success Metrics

• Performance in this role will be measured by:
• Successful delivery of projects on time and within scope
• Impact of Myna tool enhancements and GenAI integration on coaching effectiveness
• Quality of project execution, reporting and support provided to the TD team
• Innovation in applying new technologies to solve existing inefficiencies in TD and also different People teams

💼 Department Context

This role reports within the Talent Development department and works closely with:

• TD leadership team
• TD projects and programs team
• Cross-functional stakeholders across CEG / Agoda
• Teams support various platforms like Myna, Athena, tech, product, etc.