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.

Our Purpose - Bridging the World Through Travel 

We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.

Get to Know our Team: 

Our Customer Experience Group (CEG) is a 5,000+ people department in Agoda spread globally across nine countries in 4 continents. Our CEG operations teams respond to a wide range of travel related inquiries, are assisted by BPO partners and are enabled by a range of central support teams. As CEG continues to grow, we must ensure that our processes and practices constantly evolve to gain operational efficiencies and help our people to provide peace of mind to our customers and partners by supporting them when they need us.

We are therefore seeking a Talent Development Manager with core responsibility for Knowledge Management. This role will be based in our Bangkok office and be a crucial part of our Talent Development team. The main functions of the position would be to champion CEG-wide knowledge sharing and best practices, develop standards and principles for knowledge architecture and ensure that the right content is accessible to all CEG employees in the tools they use every day.  

Duties and Job Responsibilities

• Be an expert in knowledge management and promoting the benefits of effective knowledge management in CEG.
• Take responsibility for the UI/UX of our knowledge systems and experiment with improvements that deliver faster access to content and an improved agent experience
• Own all processes related to the usage and maintenance of the knowledge management platform including access permissions, governance and any APIs used to surface information in related systems.
• Set standards for writing, tagging, layout, accuracy, metadata and taxonomy of the content based on the audience.
• Manage training and upskilling of CEG staff to use and maintain the knowledge management platform.
• Manage a multi-location team of knowledge professionals; coordinating resources to balance BAU tasks, CEG projects and continuous improvement
• Develop the people in your team to ensure the right mix of skills and capability to meet the changing needs of CEG and related Departments.
• Report on analytics related to adoption, usage and maintenance of the knowledge management platform.
• Promote a collaborative approach to knowledge management engaging stakeholders across CEG and other departments in Agoda

• Evaluate the effectiveness of the efficiencies brought to the knowledge sharing practices using data analysis and manage iterations to deliver better business results.

Success in the role will initially be measured by on-time delivery of action items related to the above. In the long-term, success will be measured by efficiencies gained and quality of the service provided to CEG employees. 

Skills

• 8+ years of relevant experience with at least 2 years of people management experience.
• Exceptional documentation and technical writing, copywriting, and proof-reading skill paired with the ability to rewrite knowledge content for the audience and channel intended.
• Excellent project management capability is essential for this role. A proven track record of managing complex global projects end-to-end is a must.
• Good understanding of knowledge infrastructure and relevant domain-specific technology solutions, maintenance, and best practices.
• Strong understanding of knowledge management approaches and their application in delivering KM strategy, SOP and process documentation.
• Have a data-driven and scientific approach to decision making and problem-solving.
• The ability to communicate complex processes in an easy to understand way to a broad audience and to adapt your style to meet the needs of your audience.
• Ability to maintain constructive work relationships with the employees across all functions and at all levels.
• Fluency in English a must and additional languages a plus.
• Experience with Confluence and other Atlassian products a plus.

Education

It's required, that the person in this role should possess a bachelor's or master's degree in education, computer science, information technology, or other relevant subject. 

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.