Description
Agoda's Customer Experience Group (CEG) is seeking a Director/ Senior Director to lead the Enablement Team Engine. This role involves setting the vision and multi-year roadmap for Talent Development, Quality Assurance, and Change & Communications. The successful candidate will champion the adoption of generative AI, lead significant platform migrations, and drive organisational transformation.
Key Responsibilities:
- Strategic Leadership: Set the vision and roadmap for the Enablement engine, aligning with CEG business priorities and OKRs.
- Talent Development: Own the end-to-end learning architecture, onboarding, continuous learning, leadership development, and specialised upskilling.
- Quality Assurance: Lead a QA function that generates actionable behavioural and performance insights, drives automation at scale, and establishes calibration processes.
- Change & Communications: Lead CEG's change management capability and own CEG's internal communications strategy.
- People Leadership: Lead, develop, and inspire a team of 140 across three sub-functions, coaching direct reports to operate with strategic independence.
- Stakeholder Engagement: Act as a trusted partner to CEG Operations, HR, Product, and Technology leadership, translating Enablement outputs into business impact.
Requirements:
- 10+ years of progressive experience in Learning & Development, Quality, or Organisational Effectiveness, with at least 5 years in a senior leadership role.
- 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, excellent communication and influencing skills, and ability to lead through ambiguity.
Benefits:
- Competitive compensation and comprehensive benefits.
- Access to resources, best practices, and talent networks of Booking Holdings.
- A genuinely diverse, collaborative team spanning dozens of nationalities.
- Real scope to grow into broader CEG, Agoda or Booking Holdings leadership.