About Agoda 

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 3.6 million accommodations globally. Based in Asia and part of Booking Holdings, our 6,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Get to Know our Team: 

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 3.6 million accommodations globally. Based in Asia and part of Booking Holdings, our 6,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Making up 44% of the total workforce, the Customer Experience Group (CEG) is the largest department at Agoda. CEG’s purpose is to provide peace of mind for customers and partners by supporting them when they need us. To make that possible, we have the enabling teams known as Global Service Verticals (GSV) within CEG to improve the quality and efficiency of our support to customers and partners. These teams comprise of professionals from L&D, Talent Management, Project Management, Workforce Management & Analytics who work in a very data-driven environment, eager to move fast and learn through experimentation. 

The Opportunity:  

The role is based in either our Bangkok or Kuala Lumpur office within the Agoda Customer Experience Group (CEG) Talent Management team, you will be instrumental in supporting people initiatives, enhancing performance, and fostering high engagement. The primary objective is to understand and address organizational challenges, expanding and refining capabilities within CEG. This involves providing frameworks and data-driven insights to measure, refine, and scale individual employees' capabilities while partnering with senior leaders and stakeholders for program design and implementation. The role has a global reach, requiring collaboration with diverse backgrounds, geographies, cultures, and progress and insights will be reported to senior management.

In this role, you will get to: 

• Drive, implement, and manage the execution of talent programs and processes outlining key milestones, timelines, and deliverables and solutions to achieve business initiatives.
• Spearhead initiatives focused on employee development and career growth with a general understanding of a call center/shift environment.
• Creating a succession plan to ensure a pipeline of qualified individuals for key positions and implementing strategies to address skill gaps and promote internal promotions.
• Implementing and managing performance management processes to maintain high standards of performance and high employee engagement.
• Advise and collaborate in projects improving organizational effectiveness, e.g., how to structure roles, reporting lines, and profile of employees, bringing valued insights based on understanding of data and best practices/frameworks.  
• Identify and propose ideas problems and opportunities, based on data and by working with others, to improve critical talent and organizational development metrics.
• Analyze project outcome & impact, collect feedback, and drive continuous improvement, use data to inform strategy, track and measure impact tied to business output. 
• Work collaboratively with others, contribute as thought partners, and support others' projects, enabling others' success. 
• Positively contribute to our behaviors: continuous improvement, deliver better together, and enable others' success. 

What you'll need to succeed: 

• 5- 8 years of experience in strategic, management consulting and/or relevant experience in Talent Management/People/ HR/ Organizational Development at a global organization. Experience will determine level of role. 
• Undergraduate degree in related field, advanced degree is an advantage.
• Business acumen and understanding of how organizational structures and dynamics relate to execution.
• Proven track record of developing and implementing plans to achieve people related goals and objectives with clear and tangible metrics involving stakeholder management, process improvement, planning, and change management.  
• Strong Project management skills are a must, experience managing others – an advantage for senior role.
• Facilitating and presenting with an ability to clearly articulate messages.
• Excellent judgement, self-motivated, curious, and trustworthy
• Strong problem-solving skills and ability to work with data to identify patterns and generate actionable insights.
• Ownership and growth 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.
• Attention to detail and ability to ask the right questions to ensure speed and accuracy. 
• Professional experience in Microsoft Office tools (e.g. Excel, Word, and PowerPoint).

Equal Opportunity Employer 

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.