Director

Agoda is a leading global online travel platform connecting millions of travellers with accommodation, flights, and activities across 2 million+ properties in 200+ countries. As part of Booking Holdings, the world's largest online travel group, we combine the agility of a tech startup with global scale, investing heavily in data science, machine learning, and product innovation to make travel easier for everyone.

• Set the vision and multi-year roadmap for Talent Development, Quality Assurance, and Change & Communications, ensuring they operate as one integrated Enablement engine aligned to CEG business priorities and OKRs.
• Champion the adoption of generative AI across learning, QA, and communications workflows, and lead the function through significant platform migrations and operational transformation.
• Own the end-to-end learning architecture, onboarding, continuous learning, leadership development, and specialised upskilling, and drive measurable capability uplift using data from QA and operations to iterate fast.
• Embed coaching frameworks that empower leaders to develop their teams day-to-day, and partner with HR, Operations, and Product to build capability ahead of demand.
• Lead a QA function that goes beyond scoring, build frameworks that generate actionable behavioural and performance insights, drive automation at scale, and establish calibration processes that ensure consistency across owned sites and BPO partners.
• Use root-cause analysis to influence process, product, and policy decisions upstream, not just to report scores.
• Lead CEG's change management capability for major transformations, build structured frameworks covering impact assessment, adoption tracking, and resistance management as standard practice across the organisation.
• Own CEG's internal communications strategy: leadership messaging, channel management, engagement programmes, and knowledge architecture that keeps a distributed global workforce informed and aligned.
• Lead, develop, and inspire a team of 140 across three sub-functions, coaching direct reports to operate with strategic independence and building a high-performance culture with clear accountability at every level.
• Drive team engagement and retention; advocate actively for your people's growth and next career moves.
• Act as a trusted partner to CEG Operations, HR, Product, and Technology leadership, translating Enablement outputs into business impact and representing the function at senior leadership level.
• Manage BPO partner relationships to ensure Enablement standards are consistently embedded beyond Agoda's owned sites.

• 10+ years of progressive experience in Learning & Development, Quality, or Organisational Effectiveness, with at least 5 years in a senior leadership role managing multi-functional teams.
• Demonstrated track record leading at least two of the three disciplines (TD, QA, Change & Communications) in a large, complex, customer-facing environment.
• Experience designing and scaling learning programmes, QA frameworks, or change initiatives in a contact centre, BPO-managed, or global operations context.
• Strong data orientation, you use metrics to make decisions, evaluate impact, and challenge assumptions, not just to report activity.
• Proven ability to lead through ambiguity and deliver in a high-velocity, iterative environment; comfortable with fast change and imperfect information.
• Excellent communication and influencing skills, able to engage credibly at C-suite level and on the contact centre floor.
• Experience managing or partnering with BPO / outsourced operations is strongly preferred.

Preferred / Nice-to-Haves:

• Experience with generative AI tools applied to learning design, QA automation, or communications.
• Background in travel tech, e-commerce, or other high-volume digital consumer businesses.
• Familiarity with knowledge management systems and content governance in large-scale operations.