Description
Agoda's Customer Experience Group (CEG) is seeking a Director/ Senior Director to lead the Enablement Team Engine, which comprises Talent Development, Quality Assurance, and Change & Communications teams.
The successful candidate will set the vision and multi-year roadmap for these functions, ensuring alignment with CEG business priorities and OKRs. They will champion the adoption of generative AI across learning, QA, and communications workflows and lead the function through significant platform migrations and operational transformation.
Key responsibilities include:
- Strategic Leadership: Setting the vision and multi-year roadmap for Talent Development, Quality Assurance, and Change & Communications
- Talent Development: Owning the end-to-end learning architecture, onboarding, continuous learning, leadership development, and specialised upskilling
- Quality Assurance: Leading a QA function that generates actionable behavioural and performance insights, drives automation at scale, and establishes calibration processes
- Change & Communications: Leading CEG's change management capability for major transformations and owning CEG's internal communications strategy
- People Leadership: Leading, developing, and inspiring a team of 140 across three sub-functions
- Stakeholder Engagement: Acting as a trusted partner to CEG Operations, HR, Product, and Technology leadership
The ideal candidate will have 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.
Agoda offers competitive compensation, comprehensive benefits, and opportunities for growth and development.