This role involves providing Level 2 and Level 3 Application Managed Services (AMS) support for SAP MM/EWM, troubleshooting medium to complex production incidents, and performing problem management to reduce recurring issues. The position also requires leading solution design for enhancements, maintaining documentation, and participating in Continuous Improvement initiatives. Additionally, the consultant will support project teams in delivering solutions and contribute to business development efforts. The role demands a bachelor's degree in a relevant field and 4-8 years of experience with SAP S/4HANA or ECC as a support or implementation team member.
This role involves providing Level 2 and Level 3 Application Managed Services (AMS) support for SAP Sales & Distribution (SD). The position requires troubleshooting medium to complex production incidents, performing problem management to reduce recurring issues, and leading solution design for enhancements. The consultant will also support project teams in delivering solutions and maintaining documentation. Additionally, the role involves coaching junior team members and contributing to business development efforts.
**Position Summary**
The Manager, CE AV Product Management is responsible for driving the growth, competitiveness, and long-term direction of the AV category in Thailand. This role shapes the local product strategy, leads cross-functional go-to-market execution, and ensures strong category performance across offline and online channels. The position requires strong business acumen, data-driven decision-making, and an ability to collaborate across multiple functions to deliver sustainable market share and profitability.
**Role and Responsibilities**
## **Key Responsibilities**
### **1. Product & Category Strategy**
* Develop and execute localized product strategies aligned with global direction and Thai market dynamics.
* Analyze consumer trends, competitor movements, pricing structures, and channel requirements to shape category roadmap.
* Identify portfolio gaps and recommend new models, specs, or assortment adjustments to strengthen market position.
### **2. Go-to-Market (GTM) & Launch Excellence**
* Lead end-to-end GTM planning and execution for new product launches, including positioning, messaging, training content, and retail readiness.
* Coordinate closely with Sales, Online Business, Marketing, and SCM teams to ensure a flawless launch process.
* Manage launch KPIs (sell-in, sell-through, awareness, premium mix) and initiate corrective actions where needed.
### **3. Marketing, Promotion, and Demand Generation**
* Develop annual/category marketing plans covering ATL, BTL, digital, and influencer activities.
* Design data-driven promotional schemes tailored for Modern Trade, pure players, marketplaces, and retailer.com.
* Collaborate with advertising/media agencies to deliver efficient campaigns that maximize ROI and category visibility.
### **4. Business & P&L Management**
* Manage category P&L view, including pricing, profitability, and marketing investment planning.
* Monitor weekly/monthly performance, sell-in/out trends, inventory, and competitive activities to drive corrective action.
* Support retail visibility, merchandising, and online content optimization to grow share—especially in premium AV segments.
### **5. Cross-functional Leadership & Operations**
* Lead cross-functional collaboration with Sales, SCM, Finance, Service, Retail Management, and HQ.
* Drive demand forecasting, SKU planning, and allocation strategies across channels.
* Influence decision-making internally by presenting clear insights, recommendations, and business cases.
### **6. Additional Duties**
* Perform other tasks assigned by the Manager or Head of PM, including support for strategic initiatives such as online channel acceleration or category expansion
**Skills and Qualifications**
## **Qualifications**
* Bachelor’s or Master’s degree in Marketing, Business Administration, Economics, or related fields.
* Minimum 5 years of experience in product management, trade marketing, category management, or brand management within CE/AV, durable goods, or FMCG.
* Proven track record in driving product launches, managing category performance, and leading cross-functional execution.
* Strong understanding of Thai retail environment across Modern Trade, pure players, retailer.com, and online marketplaces.
* Strong commercial acumen and understanding of pricing, promotion, and profitability drivers.
* Highly analytical and able to translate market/consumer data into actionable insights.
* Excellent project management skills with the ability to lead multiple initiatives simultaneously.
* Creative, consumer-centric, and able to craft clear product stories.
* Strong communication skills in both Thai and English.
* High resilience, agility, and sense of urgency in a fast-paced market environment.
* Proficiency in MS Office; familiarity with digital measurement tools is an advantage.
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E-COMMERCE & DIGITAL SOLUTIONS
location_on Bangkok
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Qaulifications
● Full working rights for Thailand.
● 2+ years working experience as a software developer.
● Delivers highest quality software by testing code thoroughly.
● Adept with the tools, applications, and processes used for software development.
● Understand the business requirements, software specifications and architecture designs provided by the technical lead and apply them in completing the assigned task.
● Programming languages: Java Spring Boot, Angular or React
Location: True Digital Park, Bangkok
Agoda Finance doesn’t sit on the sidelines. We sit at the table where decisions get made — and we make sure those decisions are backed by the sharpest financial thinking in the room.
We’re looking for someone who sees a set of financials and immediately asks “what does this tell us, and what should we do about it?” Someone who can walk into a room of senior stakeholders, command their attention, and translate complex financial realities into clear, compelling narratives that drive action.
If you’ve spent your career building something — better processes, stronger controls, smarter reporting — and you’re ready to do it at scale, across borders, and at one of Asia’s most dynamic tech companies, this is your seat.
**In This Role, You’ll Get To**
**International Financial Reporting**
* Lead financial reporting across multiple jurisdictions — owning the numbers, the narrative, and the decisions that follow.
Be the go-to voice for financial performance analysis that shapes how Agoda’s leadership thinks about the business.
Partner directly with Booking Holdings and affiliated global brands on cross-entity financial matters.
**Build What Doesn’t Exist Yet**
* Take the lead on high-impact finance projects — new payment methods, new product launches, new market entries.
Design the data flows, workflows, and control frameworks that will underpin Agoda’s next chapter.
Drive UAT, post-go-live monitoring, and continuous improvement — from concept to execution.
**Controls & Compliance That Actually Work**
* Own the internal control environment across jurisdictions — SOX, Anti-Corruption, Corporate Policy — not as a checkbox exercise, but as a genuine competitive advantage.
Oversee reconciliations across all significant balance sheet accounts and ensure exceptions are surfaced, understood, and resolved.
Translate accounting policy into practical, operational guidance that teams can actually use.
**Tax Intelligence**
* Navigate corporate income tax, withholding tax, and indirect tax obligations across the countries where Agoda operates.
Equip the Tax team with the precise, timely information they need to stay compliant and ahead of risk.
**Lead, Develop, Elevate**
* Build a team that’s better because of you — through coaching, mentorship, and setting a standard of excellence.
Create an environment where smart people are challenged, supported, and growing.
**What You’ll Need to Succeed**
* **15+ years**of progressive finance and accounting experience, including meaningful time at management level.
A track record of**owning financial reporting end-to-end**— not just producing it, but improving it.
Deep fluency in**local GAAP and/or US GAAP**, internal controls, and multi-jurisdictional compliance.
The ability to**lead through complexity**— across teams, time zones, and competing priorities.
Exceptional communication skills — you can present to a CFO and coach a junior analyst in the same afternoon.
Advanced Excel skills and comfort working in a data-rich environment.
A**Bachelor’s or Master’s degree**in Accounting or Finance.
**It’s Great If You Have**
* Professional accounting qualification such as **CPA, ACCA, CA, CMA** or equivalent
**SQL and data analysis skills**— because the best finance leaders don’t wait for the data team to answer their questions.
Experience working in or with**high-growth tech companies**or complex multinational structures.
At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.
The People Team is a purveyor of opportunity, searching the globe for the most talented individuals and offering them an open, collaborative workplace. By prioritizing skill and potential, we have cultivated a powerful assembly of professionals through our drive for equal opportunity and diversity. We make the move to Agoda a breeze with assisted onboarding programs, and we continue to support and enrich our thousands of Agoda employees through individual growth with outstanding learning programs and talent development practices. .Our development of incredible benefits has ensured everyone can stay strong, healthy, and happy during their time at Agoda. Leading ambitious changes and making a positive impact in the lives of the employees, the People Team is a crucial and rewarding part of the Agoda family.
We are currently seeking to hire a Senior Consultant, Culture, Engagement and Organizational Performance. This role is based in our Bangkok office as part of the Agoda People Development and Performance team. We are a team of professionals who provide systems and data-driven insights to measure, refine, and scale capability development from the individual employee to organizational level, without taking ownership away from employees and their managers.
This role has a global reach. The objective of this role is understanding and addressing complex organizational challenges with a view to expanding and refining organizational capability at Agoda while ensuring that managerial and people processes support our business objectives. This role allows for unbridled curiosity towards the functioning of the organization and how we can continuously improve.
We think about developing capability in broad terms beyond traditional learning and performance management, considering how we define roles and organizational structures, career progression, tools and systems that impact employee experience, engagement, and more. We consider all factors that impact employee and team capability and performance and work collaboratively to develop successful solutions. You will partner with senior managers and subject matter experts for program design, development, and implementation. You will report progress and insights to our most senior management.
In This Role, You’ll Get To
* Work closely with senior stakeholders and colleagues on developing their teams to achieve ambitious business strategies, e.g., new ways to engage with partners, product innovation models, building culture and organization structure, and the necessary work to maintain high standards of performance and high employee engagement
* Use data to inform strategy, track and measure impact of programs tied to business output
* Provide proactive analysis of data to identify patterns and provide actionable recommendations
* Present analysis and insights to senior leadership on relevant talent strategies e.g.:
* Patterns of employee behavior such as attrition, promotion, performance management outcomes,
* Employee sentiment surveys
* Demographic patterns
* Employ innovative methods to scale capability, that go beyond traditional learning, including role and organizational design, process and tools improvement, various learning modalities, etc.
* Be a trusted advisor to leadership and play a critical role in enhancing their effectiveness through assessment, feedback and coaching
* Promote People compliance and operations to minimize regulatory violations and prevent rework
* Lead organizational change initiatives that strengthen adoption of new ways of working, improve employee engagement, and enable sustainable performance outcomes
* Apply change management, stakeholder engagement, and communication strategies to help teams navigate transformation and embed lasting behavioral and cultural change.
What You’ll Need to Succeed
* 8+ years of experience in strategic or management consulting and/or relevant experience in Talent Management and People operations at a multi-national organization
* Undergraduate degree from a top university expected, advanced degrees welcome
* Acute business acumen and understanding of how organizational structures and dynamics relate to execution
* Facilitating and coaching with an ability to clearly articulate messages to a variety of audiences
* Ability to bring business perspectives and facilitate outcomes is critical, and will be magnified with rich experience in HR, particularly in organizational design, onboarding, compensation, business consulting, and data analysis
* Excellent judgement, self-motivated, curious, and trustworthy
* Strong problem-solving and ability to work with data to identify patterns and generate actionable insights
* Excellent communication skills and experience in meeting and presenting to senior executives
* Ownership mindset and ability to meet tight deadlines with a logical, methodical approach to prioritizing tasks and responsibilities.
* Utmost discretion, confidentiality, and professional ethics
* Ability to thrive in a multicultural environment
* Ability to effectively handle ambiguity and adapt in a constantly changing business environment
* Display of humility, flexibility, excellent interpersonal skills, and the ability to lead critical conversations is paramount.
* Flexibility and a sense of humor are a must
****This role is Based in Bangkok****
Please review our Hiring Process Guidelines before your interview — click [here](https://careersatagoda.com/interview/)to learn how interviewing at Agoda works.
At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.
The Data department oversees all of Agoda’s data-related requirements. Our ultimate goal is to enable and increase the use of data in the company through creative approaches and the implementation of powerful resources such as operational and analytical databases, queue systems, BI tools, and data science technology. We hire the brightest minds from around the world to take on this challenge and equip them with the knowledge and tools that contribute to their personal growth and success while supporting our company’s culture of diversity and experimentation. The role the Data team plays at Agoda is critical as business users, product managers, engineers, and many others rely on us to empower their decision making. We are equally dedicated to our customers by improving their search experience with faster results and protecting them from any fraudulent activities. Data is interesting only when you have enough of it, and we have plenty. This is what drives up the challenge as part of the Data department, but also the reward.
We are looking for ambitious and agile data scientists that would like to seize the opportunity to work on some of the most challenging productive machine learning and big data platforms worldwide, processing some 600B events every day and making some 5B predictions.
As part of the Data Science and Machine Learning (AI/ML) team you will be exposed to real-world challenges such as: dynamic pricing, predicting customer intents in real time, ranking search results to maximize lifetime value, classifying and deep learning content and personalization signals from unstructured data such as images and text, making personalized recommendations, innovating algorithm-supported promotions and products for supply partners, discovering insights from big data, and innovating the user experience. To tackle these challenges, you will have the opportunity to work on one of the world’s largest ML infrastructure employing dozens of GPUs working in parallel, 30K+ CPU cores and 150TB of memory.
In This Role, You’ll Get to
* Design, code, experiment and implement models and algorithms to maximize customer experience, supply side value, business outcomes, and infrastructure readiness.
* Mine a big data of hundreds of millions of customers and more than 600M daily user generated events, supplier and pricing data, and discover actionable insights to drive improvements and innovation.
* Work with developers and a variety of business owners to deliver daily results with the best quality.
* Research discover and harness new ideas that can make a difference
What You’ll Need to Succeed
* 4+ years hands-on data science experience.
* Excellent understanding of AI/ML/DL and Statistics, as well as coding proficiency using related open source libraries and frameworks.
* Significant proficiency in SQL and languages like Python, PySpark and/or Scala.
* Can lead, work independently as well as play a key role in a team.
* Good communication and interpersonal skills for working in a multicultural work environment.
It’s Great if You Have
* PhD or MSc in Computer Science / Operations Research / Statistics or other quantitative fields
* Experience in NLP, image processing and/or recommendation systems
* Hands on experience in data engineering, working with big data framework like Spark/Hadoop
* Experience in data science for e-commerce and/or OTA
We welcome both local and international applications for this role. Full visa sponsorship and relocation assistance available for eligible candidates.
At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.
**Get To Know Our Team:**
The People Team is a purveyor of opportunity, searching the globe for the most talented individuals and offering them an open, collaborative workplace. By prioritizing skill and potential, we have cultivated a powerful assembly of professionals through our drive for equal opportunity and diversity. We make the move to Agoda a breeze with assisted onboarding programs, and we continue to support and enrich our thousands of Agoda employees through individual growth with outstanding learning programs and various means of assistance. Our development of incredible benefits has ensured everyone can stay strong, healthy, and happy during their time at Agoda. Leading ambitious changes and making a positive impact in the lives of the employees, the People Team is a crucial and rewarding part of the Agoda family.
**The Opportunity:**
As a senior member of our high-performing Global Payroll team based in Bangkok, you will play a critical role in driving payroll excellence, governance, and transformation across our international payroll operations.
Reporting to the Payroll Manager, the Payroll Senior Partner will have end-to-end ownership of payroll operations for assigned countries or regions, ensuring timely, accurate, and compliant payroll delivery. In addition to managing complex payroll operations, you will act as a subject-matter expert, support strategic payroll initiatives, lead process improvements and transformation projects, and provide guidance to Payroll Partners within the team.
You will partner closely with People, Finance, Tax, Legal, Treasury, People Systems, and external payroll vendors to strengthen controls, improve employee experience, and build scalable global payroll processes.
**What You’ll Do:**
* Own end-to-end payroll delivery for assigned countries or regions, ensuring payroll is processed accurately, on time, and in compliance with local statutory and regulatory requirements.
* Lead monthly payroll activities, including validation of payroll inputs and outputs, variance analysis, statutory payments, funding requirements, and payroll sign-off.
* Manage complex payroll accounting activities, including payroll GL reconciliation, payroll funding reconciliation, vendor invoice validation, accruals, and issue resolution.
* Act as the primary payroll subject-matter expert and escalation point for complex payroll, compliance, accounting, and employee-related matters.
* Manage and govern payroll vendors against contractual obligations, SLAs, KPIs, quality standards, and regulatory requirements, driving corrective actions where necessary.
* Build strong relationships with payroll vendors and internal stakeholders to ensure risks, issues, and dependencies are identified and resolved proactively.
* Lead payroll implementations, migrations, integrations, vendor transitions, system upgrades, and new-country payroll setups while ensuring operational continuity and minimal employee impact.
* Partner with People Systems, Finance, Treasury, Tax, Legal, Rewards, HR Operations, and other People teams to design and implement scalable payroll processes, controls, and policies.
* Lead payroll readiness activities for new entities, acquisitions, reorganizations, legal entity changes, and other business transformation initiatives.
* Identify payroll compliance risks and work with relevant stakeholders to implement appropriate mitigation and controls.
* Own and drive process improvement, automation, standardization, and operational excellence initiatives across assigned payrolls.
* Perform detailed payroll analytics, trend analysis, root-cause analysis, and variance reviews to identify risks and opportunities for improvement.
* Support payroll forecasting, budgeting, cash-flow planning, and funding requirements in partnership with Finance and Treasury.
* Lead and support internal, external, statutory, and SOX audits, ensuring documentation, controls, and remediation actions are completed within agreed timelines.
* Develop and maintain payroll SOPs, controls, process documentation, governance frameworks, and operational dashboards.
* Provide guidance, coaching, and day-to-day support to Payroll Partners, helping build payroll capability and knowledge across the team.
* Support the Payroll Manager with operational governance, workload prioritization, risk management, stakeholder updates, and strategic payroll initiatives.
* Represent Payroll in cross-functional projects and forums and effectively communicate payroll risks, decisions, and recommendations to senior stakeholders.
* Drive a strong employee-focused payroll experience by ensuring payroll inquiries and escalations are handled professionally, accurately, and within agreed service levels.
**Required Qualifications:**
* Bachelor’s degree in Finance, Accounting, Human Resources, Business Administration, or a related field.
* At least 5–7 years of end-to-end payroll and/or payroll accounting experience, preferably within a large, international, fast-paced organization.
* Strong experience managing multi-country payroll across APAC, Europe, NAM, or multiple international regions.
* Strong knowledge of payroll operations, payroll accounting, statutory compliance, taxation, social security, payroll controls, and payroll funding processes.
* Proven experience independently managing complex payrolls and resolving payroll, compliance, vendor, and employee escalations.
* Demonstrated experience leading payroll migrations, implementations, integrations, vendor transitions, legal entity changes, or transformation projects.
* Strong payroll vendor management experience, including SLA/KPI governance, performance management, issue escalation, and service improvement.
* Proven ability to lead process improvement, standardization, automation, and control enhancement initiatives.
* Strong analytical and problem-solving skills, with the ability to perform payroll variance analysis, root-cause analysis, and identify operational risks.
* Good understanding of payroll accounting, GL reconciliation, accruals, payroll funding, vendor invoices, forecasting, and budgeting.
* Experience supporting internal/external audits and working within a strong governance and controls environment.
* Excellent stakeholder management and communication skills, with the ability to work effectively across People, Finance, Tax, Legal, Treasury, Technology, and external partners.
* Strong written and verbal English communication skills, with the ability to articulate complex payroll topics clearly to both operational and senior stakeholders.
* Strong proficiency in Microsoft Excel, PowerPoint, Word, and other productivity tools.
* Experience with Workday and global payroll platforms is preferred.
* Experience with payroll analytics, automation, reporting tools, or Power BI would be an advantage.
* Ability to coach and support junior team members and contribute to building a high-performing payroll team.
* Highly organized, detail-oriented, and capable of managing multiple priorities and payroll deadlines simultaneously.
* Comfortable operating in a fast-paced, multicultural, and continuously evolving global environment.
* Demonstrates resilience, ownership, sound judgment, and the ability to remain effective under pressure.
* Maintains a high level of discretion, confidentiality, integrity, and professional ethics.
Agoda’s Customer Experience Group (CEG) is a large, globally distributed operation serving millions of customers through thousands of agents across owned sites and BPO partners. This role leads the Enablement Team Engine at the heart of CEG, the three interconnected functions that detect performance gaps, build capability, and drive adoption at scale. Talent Development, Quality Assurance and Change & Communications teams are all part of this function.
With generative AI reshaping how we learn and work, QA automation raising the bar on insight quality, and major platform migrations underway in 2026, this is a pivotal moment to shape how 3,000+ agents and leaders grow, perform, and change.
**What You’ll Do**:
**Strategic Leadership**
* Set the vision and multi-year roadmap for Talent Development, Quality Assurance, and Change & Communications, ensuring they operate as one integrated Enablement engine aligned to CEG business priorities and OKRs.
* Champion the adoption of generative AI across learning, QA, and communications workflows, and lead the function through significant platform migrations and operational transformation.
**Talent Development**
* Own the end-to-end learning architecture, onboarding, continuous learning, leadership development, and specialised upskilling, and drive measurable capability uplift using data from QA and operations to iterate fast.
* Embed coaching frameworks that empower leaders to develop their teams day-to-day, and partner with HR, Operations, and Product to build capability ahead of demand.
**Quality Assurance**
* Lead a QA function that goes beyond scoring, build frameworks that generate actionable behavioural and performance insights, drive automation at scale, and establish calibration processes that ensure consistency across owned sites and BPO partners.
* Use root-cause analysis to influence process, product, and policy decisions upstream, not just to report scores.
**Change & Communications**
* Lead CEG’s change management capability for major transformations, build structured frameworks covering impact assessment, adoption tracking, and resistance management as standard practice across the organisation.
* Own CEG’s internal communications strategy: leadership messaging, channel management, engagement programmes, and knowledge architecture that keeps a distributed global workforce informed and aligned.
**People Leadership**
* Lead, develop, and inspire a team of 140 across three sub-functions, coaching direct reports to operate with strategic independence and building a high-performance culture with clear accountability at every level.
* Drive team engagement and retention; advocate actively for your people’s growth and next career moves.
**Stakeholder Engagement**
* Act as a trusted partner to CEG Operations, HR, Product, and Technology leadership, translating Enablement outputs into business impact and representing the function at senior leadership level.
* Manage BPO partner relationships to ensure Enablement standards are consistently embedded beyond Agoda’s owned sites.
**What We’re Looking For:**
**Required Experience**
* 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.
* 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, you use metrics to make decisions, evaluate impact, and challenge assumptions, not just to report activity.
* Proven ability to lead through ambiguity and deliver in a high-velocity, iterative environment; comfortable with fast change and imperfect information.
* Excellent communication and influencing skills, able to engage credibly at C-suite level and on the contact centre floor.
* Experience managing or partnering with BPO / outsourced operations is strongly preferred.
**Preferred / Nice-to-Haves**
* Experience with generative AI tools applied to learning design, QA automation, or communications.
* Background in travel tech, e-commerce, or other high-volume digital consumer businesses.
* Familiarity with knowledge management systems and content governance in large-scale operations.
**Why Agoda**
* Scale that matters, your work shapes the capability and performance of thousands of customer-facing professionals across a global operation.
* A data-first, fast-iteration culture where ideas are tested, results are measured, and good work is recognized, no politics, no bureaucracy for its own sake.
* Access to the resources, best practices, and talent networks of Booking Holdings, one of the world’s leading technology companies.
* A genuinely diverse, collaborative team spanning dozens of nationalities, with a Bangkok Operational HQ that is a hub of energy, innovation, and opportunity.
* Competitive compensation, comprehensive benefits, and real scope to grow into broader CEG, Agoda or Booking Holdings leadership.
Agoda’s Customer Experience Group (CEG) is a large, globally distributed operation serving millions of customers through thousands of agents across owned sites and BPO partners. This role leads the Enablement Team Engine at the heart of CEG, the three interconnected functions that detect performance gaps, build capability, and drive adoption at scale. Talent Development, Quality Assurance and Change & Communications teams are all part of this function.
With generative AI reshaping how we learn and work, QA automation raising the bar on insight quality, and major platform migrations underway in 2026, this is a pivotal moment to shape how 3,000+ agents and leaders grow, perform, and change.
**What You’ll Do**:
**Strategic Leadership**
* Set the vision and multi-year roadmap for Talent Development, Quality Assurance, and Change & Communications, ensuring they operate as one integrated Enablement engine aligned to CEG business priorities and OKRs.
* Champion the adoption of generative AI across learning, QA, and communications workflows, and lead the function through significant platform migrations and operational transformation.
**Talent Development**
* Own the end-to-end learning architecture, onboarding, continuous learning, leadership development, and specialised upskilling, and drive measurable capability uplift using data from QA and operations to iterate fast.
* Embed coaching frameworks that empower leaders to develop their teams day-to-day, and partner with HR, Operations, and Product to build capability ahead of demand.
**Quality Assurance**
* Lead a QA function that goes beyond scoring, build frameworks that generate actionable behavioural and performance insights, drive automation at scale, and establish calibration processes that ensure consistency across owned sites and BPO partners.
* Use root-cause analysis to influence process, product, and policy decisions upstream, not just to report scores.
**Change & Communications**
* Lead CEG’s change management capability for major transformations, build structured frameworks covering impact assessment, adoption tracking, and resistance management as standard practice across the organisation.
* Own CEG’s internal communications strategy: leadership messaging, channel management, engagement programmes, and knowledge architecture that keeps a distributed global workforce informed and aligned.
**People Leadership**
* Lead, develop, and inspire a team of 140 across three sub-functions, coaching direct reports to operate with strategic independence and building a high-performance culture with clear accountability at every level.
* Drive team engagement and retention; advocate actively for your people’s growth and next career moves.
**Stakeholder Engagement**
* Act as a trusted partner to CEG Operations, HR, Product, and Technology leadership, translating Enablement outputs into business impact and representing the function at senior leadership level.
* Manage BPO partner relationships to ensure Enablement standards are consistently embedded beyond Agoda’s owned sites.
**What We’re Looking For:**
**Required Experience**
* 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.
* 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, you use metrics to make decisions, evaluate impact, and challenge assumptions, not just to report activity.
* Proven ability to lead through ambiguity and deliver in a high-velocity, iterative environment; comfortable with fast change and imperfect information.
* Excellent communication and influencing skills, able to engage credibly at C-suite level and on the contact centre floor.
* Experience managing or partnering with BPO / outsourced operations is strongly preferred.
**Preferred / Nice-to-Haves**
* Experience with generative AI tools applied to learning design, QA automation, or communications.
* Background in travel tech, e-commerce, or other high-volume digital consumer businesses.
* Familiarity with knowledge management systems and content governance in large-scale operations.
**Why Agoda**
* Scale that matters, your work shapes the capability and performance of thousands of customer-facing professionals across a global operation.
* A data-first, fast-iteration culture where ideas are tested, results are measured, and good work is recognized, no politics, no bureaucracy for its own sake.
* Access to the resources, best practices, and talent networks of Booking Holdings, one of the world’s leading technology companies.
* A genuinely diverse, collaborative team spanning dozens of nationalities, with a Bangkok Operational HQ that is a hub of energy, innovation, and opportunity.
* Competitive compensation, comprehensive benefits, and real scope to grow into broader CEG, Agoda or Booking Holdings leadership.
