This role involves managing the end-to-end recruitment process for office positions. The employee will plan and allocate hiring headcounts to outsourcing vendors, monitor vendor performance, and act as the main point of contact for outsourcing matters. The position requires preparing regular reports for management and proactively generating solutions for issues related to staff and vendors. Key qualifications include a Bachelor's degree in Human Resources or a related field, at least one year of experience in recruitment or vendor management, and a proven track record of high-volume recruitment.
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.
This role leads the Retail Sales strategy for SPX Express in Bangkok, focusing on Seller Drop-Off Point (SDOP) partner acquisition and order growth. Key duties include recruiting high-volume SDOP partners, managing their performance through metrics like Average Daily Orders (ADO), directly leading a 15-person team split between Retail Sales (13 HC) and SVP Training (2 HC), and resolving operational bottlenecks and escalations.
Requirements include a proven track record in retail sales or business development within logistics, supply chain, or e-commerce, strong analytical and operational problem-solving skills, demonstrated experience managing large diverse teams including FTEs, temporary staff, and BPO vendors, and strong negotiation and relationship management capabilities.
This role sits within Deloitte Southeast Asia's Talent Acquisition Centre of Excellence team, supporting recruitment strategy and execution for the management consulting practice. The specialist coordinates interviews, drafts employment contracts, manages pre-onboarding, handles business relationship requests and subcontractor hiring, and maintains ATS data integrity.
Candidates need a bachelor's degree in HR, Business, or a related field, plus 4+ years of coordination and administration experience within talent acquisition supporting high-volume recruitment. Experience in consulting, BPO, or shared services and familiarity with SuccessFactors ATS are preferred. Strong organization, prioritization, and stakeholder communication skills are required.
