The Global Privacy environment is changing at a speed never seen before and while this poses a significant challenge for global businesses such as ours to keep up with the laws, it also presents a great opportunity for you to be a part of a global data privacy team directly contributing to build the trust of our users, employees, and partners at Agoda. As a Data Privacy Analyst, you will support Agoda’s Privacy Advisory function by helping the team provide timely, well-organized privacy legal advice across the business, while also keeping the engine room of the advisory practice running smoothly – from knowledge management to performance metrics. You will work closely with a world class privacy team comprising of subject matter experts, security professionals and technology teams in a global work environment. In this Role,you’ll get to: * Conduct fact-finding for privacy advisory queries – gathering relevant business context, prior guidance and documentation to facilitate efficient legal assessment of requests * Provide support on privacy advisory matters, including drafting initial reviews and assessments under guidance * Support training and awareness initiatives and regulatory change management initiatives * Actively manage the privacy advisory repository from end-to-end * Establish, review & improve privacy policies, standards, and procedures * Identify & manage privacy risks associated with 3rd parties * Upkeep,maintain and improve privacy controls * Improve privacy team’s efficiencies using data analytics (Metrics, Key Risk Indicators, Dashboards, Trend analysis) * Provide project management support for specific privacy projects What you’ll Need to Succeed: * A genuine interest in data privacy and/or technology law * 1-2 years’ experience in Legal,Governance, Risk or Compliance disciplines * Excellent organizational skills and attention to detail * Great written and verbal communication skills * Well versed with MS Office suite * Willingness to go the extra mile to get the job done including routine and,administrative,tasks * Curiosity & willingness to explore privacy concepts and ask questions * Proficient in English It’s Great if you Have: * Basic understanding of privacy concepts or laws (GDPR, PDPA,etc) * Experience with data/metrics tracking (Excel, dashboards, etc.) * Prior exposure to legal document or template management * Ability to execute at pace and multi-task in an agile environment We Offer: * A dynamic role in a fast-growing team of a reputable global company * Working in an international environment * Great opportunities for further development in data privacy,cybersecurity and artificial intelligence * Working in a team of flexibly minded and highly skilled professionals Please review our Hiring Process Guidelines before your interview — click [here](https://careersatagoda.com/interview/)to learn how interviewing at Agoda works.
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The Senior Counsel, Data Privacy will serve as a key legal partner guiding Agoda's global privacy strategy. The role involves collaborating with global Product, Marketing, Tech, and Customer Experience teams to handle sophisticated, multi-jurisdictional privacy and AI challenges. The position requires acting as an embedded partner to convert complex data protection laws into pragmatic solutions that accelerate growth and enhance consumer trust. The role is Bangkok-based and open to international candidates with relocation support.
This is a high-impact leadership opportunity, for a Regional Customer Service Manager to lead Agoda’s Customer Experience Group (CEG) Incident Management (IM) & Dispute Resolution & Privacy Advisory (DRPA) teams. This role will lead a team of Team Managers (TMs) who handle complex technical/non-technical incidents and sophisticated legal, privacy, and regulatory disputes. This role will be responsible for creating a unified, world-class response framework that applies consistent principles of risk management, stakeholder communication, and operational excellence across both incident and dispute resolution. We are looking for a leader with exceptional judgment who can command a crisis when needed, navigate complex legal and privacy disputes, and provide clear-headed strategy in chaotic situations. You will be the key liaison to senior stakeholders, responsible for turning high-stakes challenges into well-managed outcomes. In this role, you’ll get to: * Mentor and manage specialized TMs for both IM and DRPA, holding them accountable for team performance, development, and the execution of their specific ownership pillars (e.g., court matters, incidents, legal escalations, workload management, high-risk cases). * Serve as the senior leader for Agoda’s response to complex incidents (natural disasters, system outages, political events, etc.), ensuring effective war room facilitation and decisive mitigation strategies. * Oversee the handling of high-risk regulatory investigations to specific escalations, data privacy matters (e.g.: Data Subject Right Request), and multi-jurisdictional legal disputes to minimize financial and brand exposure. * Serve as the primary point of contact and bridge between internal stakeholders (e.g.: Legal, PR, Finance, Product) and external authorities providing strategic updates to SLT during severe incidents and ensuring aligned, effective collaboration during high-risk escalations. * Drive a culture of continuous improvement, moving the team from reactive problem-solving to proactive prevention. You will oversee root cause analysis on critical cases and champion initiatives to automate manual work and streamline complex workflows. * Champion a high-performance, high-accountability culture within the team, using data from KPIs to identify and address gaps in team engagement and performance. * Own and evolve team performance dashboards, leveraging data visualization tools to surface actionable insights for senior leadership * Prepare and present strategic performance reviews on the team’s health, challenges, and improvement initiatives, using data to tell a compelling story to senior leadership. * Be the point of escalation for operational challenges impacting the team’s stability and/or operational effectiveness, making decisive calls to resolve bottlenecks, manage crises, and protect both the customer & partner experience and Agoda’s brand. * Embrace and drive Agoda’s ‘experiment and measure’ culture by identifying opportunities for process innovation and rigorously testing their impact. * Be unafraid to ask for help, be willing to fail-fast and willing to take a risk when the need arises. What you’ll Need to Succeed: * Significant experience in incident management, crisis response, legal operations, or privacy advisory within a fast-paced technology environment. * Ability to remain calm and make rational, decisive judgments in ambiguous situations with limited information with a mindset that challenges conventional approaches and identifies deep-seated systemic issues before they escalate. * Exceptional leadership and people development skills; you know how to coach, motivate, and hold other managers accountable for their teams’ performance and development. * Advanced analytical and investigative mindset as you are expected to use data to identify the root cause of complex problems and are comfortable navigating ambiguity where no clear process exists. * Confidence and communication skills to interact with directors and VPs, manage their expectations, and drive alignment on critical issues. You can articulate complex situations clearly and concisely to a variety of audiences, from individual contributors to executives. * Experience with data visualization tools (e.g. Tableau, Metabase) and a working knowledge of SQL. * Fosters a culture grounded in Agoda values and purpose, role-modelling direct, respectful difficult conversations that set clear expectations, uphold integrity, and support continuous growth for individuals and teams. It’s great if you have: * A background in managing specialized or L2/3 support teams. * Formal training or certification in process improvement methodologies (e.g., Six Sigma, Lean). * Leadership experience in a Crisis, Incident, Risk, Compliance, Trust & Safety Response Teams or Legal Operations role. Location: We welcome applications from Kuala Lumpur & Bangkok locations only. Shift/Working Days: Regular Shift and available for on-call escalation outside business hours during active incidents or crises