Director/ Senior Director - Enablement Functions

Agoda
Bangkok
Workplace: OnsiteFull timeFunction: Executive & General ManagementExperience: 10+ yearsSkills: ["Strategic leadership","Data-driven decision-making","Communication","Influencing","Leading through ambiguity"]

Lead the Enablement Team Engine within Customer Experience Group, aligning Talent Development, Quality Assurance, and Change & Communications into one integrated function tied to CEG priorities and OKRs. Own the learning architecture and leadership development programs, build QA frameworks that generate actionable insights and drive automation at scale, and run structured change management and internal communications. Manage a team of 140 and partner with C-suite stakeholders and BPO partners to embed enablement standards globally.

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Agoda
Agoda
2 days ago

Director/ Senior Director - Enablement Functions

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Lead the Enablement Team Engine within Customer Experience Group, aligning Talent Development, Quality Assurance, and Change & Communications into one integrated function tied to CEG priorities and OKRs. Own the learning architecture and leadership development programs, build QA frameworks that generate actionable insights and drive automation at scale, and run structured change management and internal communications. Manage a team of 140 and partner with C-suite stakeholders and BPO partners to embed enablement standards globally.
Location: Bangkok
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Sr. Director level

Key Responsibilities

  • •Set the multi-year vision and roadmap for integrated enablement across Talent Development, Quality Assurance, and Change & Communications aligned to CEG priorities and OKRs.
  • •Champion generative AI adoption across learning, QA, and communications workflows, and lead the function through platform migrations and operational transformation.
  • •Own end-to-end learning architecture, onboarding, continuous learning, and leadership development, using data to iterate and drive measurable capability uplift.
  • •Lead QA beyond scoring by building frameworks for actionable insights, driving automation, and establishing calibration and consistency across owned sites and BPO partners.
  • •Lead change management and internal communications for major transformations, and manage, develop, and coach a team of 140 across three sub-functions.

Key Requirements

  • •10+ years progressive experience in Learning & Development, Quality, or Organisational Effectiveness, including at least 5 years in senior leadership managing multi-functional teams.
  • •Lead at least two of three disciplines (Talent Development, Quality Assurance, Change & Communications) in a large, complex, customer-facing environment.
  • •Design and scale learning programmes, QA frameworks, or change initiatives in a contact centre, BPO-managed, or global operations context.
  • •Strong data orientation—use metrics to evaluate impact, challenge assumptions, and make decisions.
  • •Excellent communication and influencing skills, engaging credibly at C-suite level; comfortable leading through ambiguity and delivering iterative change.
Experience:10+ yearsCustomer experienceContact centreBPOGlobal operationsCustomer-facing environment
Skills:Strategic leadershipData-driven decision-makingCommunicationInfluencingLeading through ambiguity
Tech Stack:Generative AIQA automationRoot-cause analysisLearning architectureCoaching frameworksChange management frameworks

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Agoda
Agoda operates a global online travel booking platform offering hotels, vacation rentals, flights, and other travel services. It provides price comparison, deals, and booking management for leisure and business travelers worldwide.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Singapore, Singapore
Founded: 2005
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Glassdoor: 3.8
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