Director/ Senior Director - Talent Development, Quality and Change

Agoda
Bangkok
Workplace: OnsiteFull timeFunction: Quality & Regulatory (Non-Software)Experience: 10+ yearsSkills: ["Strategic leadership","Coaching","Data-driven decision-making","Communication","Stakeholder management"]

Lead Agoda’s Customer Experience Group enablement engine across Talent Development, Quality Assurance, and Change & Communications. Own the multi-year roadmap and drive adoption of generative AI and QA automation through major platform migrations. Build end-to-end learning architecture, actionable QA frameworks, and standardized change management and internal communications. Manage and develop a team of 140, partnering with HR, Operations, Product, and Technology, and ensure consistent enablement standards across BPO partners.

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FursaFursa
Agoda
Agoda
1 day ago

Director/ Senior Director - Talent Development, Quality and Change

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Last checked: 17 hours agoStatus: Live

Job Summary

Lead Agoda’s Customer Experience Group enablement engine across Talent Development, Quality Assurance, and Change & Communications. Own the multi-year roadmap and drive adoption of generative AI and QA automation through major platform migrations. Build end-to-end learning architecture, actionable QA frameworks, and standardized change management and internal communications. Manage and develop a team of 140, partnering with HR, Operations, Product, and Technology, and ensure consistent enablement standards across BPO partners.
Location: Bangkok
Workplace: Onsite
Employment Type: Full time
Job Function: Quality & Regulatory (Non-Software)
Seniority: Sr. Director level

Key Responsibilities

  • •Set the vision and multi-year roadmap for Talent Development, Quality Assurance, and Change & Communications aligned to CEG business 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, leadership development, and upskilling, using QA/operations data to iterate.
  • •Lead a QA function that generates actionable behavioural and performance insights, drives automation, and establishes calibration and root-cause analysis processes.
  • •Lead, develop, and inspire a team of 140 across three sub-functions, partnering with senior stakeholders and managing BPO partner enablement standards.

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.
  • •Experience leading at least two of Talent Development, Quality Assurance, or Change & Communications in a large, complex, customer-facing environment.
  • •Track record designing and scaling learning programmes, QA frameworks, or change initiatives in contact centre/BPO-managed/global operations contexts.
  • •Strong data orientation using metrics to evaluate impact and make decisions.
  • •Comfort leading through ambiguity and influencing C-suite stakeholders in a high-velocity, iterative environment.
Experience:10+ yearsCustomer experienceContact centerBPOGlobal operationsGenerative AI
Skills:Strategic leadershipCoachingData-driven decision-makingCommunicationStakeholder management
Tech Stack:Generative AIQA automationLearning programmesKnowledge management systems

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
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn