Overview

Agoda’s Customer Experience Group (CEG) is a 1,300+ strong organization spread globally across 9 countries in 4 continents. As CEG continues to grow, we realize the need for stronger learning and development processes and practices, particularly for our Accommodation Services Team (AST), in order to gain operational efficiencies and deliver top-quality customer care.

We are currently seeking to hire a Knowledge Management Senior Specialist to specifically focus on our Accommodation Services Team. This is a new position within CEG that we are in the process of defining and shaping. This role will be based in our Bangkok office.  The main function of the position would be to help champion AST-wide knowledge sharing, so that the organization’s know-how, information and experience is shared inside and (as appropriate) outside the organization with Agoda staff, accommodation partners, and stakeholders.

Overview

Agoda’s Customer Experience Group (CEG) is a 2,300+ strong organization spread globally across 9 countries in 4 continents. As CEG continues to grow, we realize the need for stronger learning and development processes and practices, particularly for our Accommodation Services Team (AST), in order to gain operational efficiencies and deliver top-quality customer care.

We are currently seeking to hire a Learning & Development Programs Manager to specifically focus on our Accommodation Services Team. This is a new position within CEG that we are in the process of defining and shaping. This role will be based in our Bangkok office.  The main functions of the position would be to design L&D programs for this department that harness the organization’s know-how, information and experience and ensure it is shared with the whole team.

The person who takes on the role will lead and manage the following:

  • Create bespoke programs that target both soft and hard skills.
  • Work with the central L&D team & the CEG L&D team to leverage content they have and adapt it to AST.
  • Employ innovative, scalable capability building methods that go beyond the classroom, including self-directed learning, technology-based learning, learning on the job, mobile learning, testing, monitoring, etc.
  • Track learning needs across AST teams and analyze needs to develop new learning programs or modify and improve existing programs.

Success in the role will initially be measured by on-time delivery and the impact of action items related to the above.

Skills

  • Strong project management skills to lead and structure thinking and work, ability to multitask and organize others who do not directly report to the role.
  • Good understanding of instructional design and relevant domain-specific technology solutions and best practices and experience designing and implementing L&D programs
  • The ability to build strong professional relationships with stakeholders across multiple functions and at all levels.
  • Quantitative skills to organize, analyze, and manage data and reporting, and drive continuous improvement based on data.
  • Critical and innovative thinking.
  • The ability to influence and persuade; a sense of humor always a plus.
  • This role will require a high degree of autonomy, so the ability to work independently and as part of a team is essential.
  • English fluency essential; other languages Thai or Chinese an asset.

Education

Undergraduate degree from a top university expected; advanced degrees welcome

 

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