Director/ Senior Director - Talent Development, Quality and Change
Core
Lead the Enablement Team Engine for Agoda's Customer Experience Group, integrating Talent Development, Quality Assurance, and Change & Communications to scale capability for 3,000+ agents and leaders globally.
Role type
Senior Director, Talent Development, Quality, and Change Management
Builds
An integrated enablement function supporting a large, globally distributed contact center and BPO operation
Domain
Travel technology / Global Customer Experience Operations
Deliverable
Production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Strategic roadmap planning, Generative AI adoption, Learning architecture design, Quality assurance framework design, Change management strategy, Internal communications strategy, Team leadership (140+ people), Stakeholder engagement, BPO partner management, Data-driven decision making
Preferred skills
Experience with generative AI tools in learning/QA, Travel tech background, Knowledge management systems expertise
Technologies
Generative AI tools, Knowledge management systems
Responsibilities
Set multi-year vision and roadmap for TD, QA, and Change functions; Champion generative AI adoption across workflows; Design and scale learning programs and QA frameworks; Lead change management for major organizational transformations; Manage relationships with BPO partners; Lead and develop a team of 140 across three sub-functions
Seniority
Senior Director, strategic leadership with hands-on functional oversight
