About the company
Agoda is a leading global online travel platform connecting millions of travellers with accommodation, flights, and activities across 2 million+ properties in 200+ countries, part of Booking Holdings.
Responsibilities
- Set the vision and multi-year roadmap for Talent Development, Quality Assurance, and Change & Communications as one integrated Enablement engine aligned to CEG priorities and OKRs
- Champion adoption of generative AI across learning, QA, and communications workflows; lead through platform migrations and operational transformation
- Own the end-to-end learning architecture, onboarding, continuous learning, leadership development, and specialised upskilling
- Embed coaching frameworks and partner with HR, Operations, and Product to build capability ahead of demand
- Lead a QA function that generates actionable behavioural and performance insights, drive automation at scale, and establish calibration processes across owned sites and BPO partners
- Use root-cause analysis to influence process, product, and policy decisions upstream
- Lead CEG's change management capability for major transformations, build structured frameworks for impact assessment, adoption tracking, and resistance management
- Own CEG's internal communications strategy: leadership messaging, channel management, engagement programmes, and knowledge architecture
- Lead, develop, and inspire a team of 140 across three sub-functions
- Act as a trusted partner to CEG Operations, HR, Product, and Technology leadership
- Manage BPO partner relationships
Requirements
- 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
- 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
- Proven ability to lead through ambiguity and deliver in a high-velocity, iterative environment
- Excellent communication and influencing skills, able to engage at C-suite level
- Experience managing or partnering with BPO / outsourced operations is strongly preferred
- Experience with generative AI tools applied to learning design, QA automation, or communications is a plus
- Background in travel tech, e-commerce, or high-volume digital consumer businesses is a plus
Conditions
- Based in Bangkok, Thailand
- Relocation provided