Director/ Senior Director - Talent Development, Quality and Change

About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide. No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us. Agoda is a leading global online travel platform connecting millions of travellers with accommodation, flights, and activities across 2 million+ properties in 200+ countries. As part of Booking Holdings, the world's largest online travel group, we combine the agility of a tech startup with global scale, investing heavily in data science, machine learning, and product innovation to make travel easier for everyone. The Opportunity Agoda's Customer Experience Group (CEG) is a large, globally distributed operation serving millions of customers through thousands of agents across owned sites and BPO partners. This role leads the Enablement Team Engine at the heart of CEG, the three interconnected functions that detect performance gaps, build capability, and drive adoption at scale. Talent Development, Quality Assurance and Change & Communications teams are all part of this function. With generative AI reshaping how we learn and work, QA automation raising the bar on insight quality, and major platform migrations underway in 2026, this is a pivotal moment to shape how 3,000+ agents and leaders grow, perform, and change. What You'll Do : Strategic Leadership Set the vision and multi-year roadmap for Talent Development, Quality Assurance, and Change & Communications, ensuring they operate as one integrated Enablement engine aligned to CEG business priorities and OKRs. Champion the adoption of generative AI across learning, QA, and communications workflows, and lead the function through significant platform migrations and operational transformation. Talent Development Own the end-to-end learning architecture, onboarding, continuous learning, leadership development, and specialised upskilling, and drive measurable capability uplift using data from QA and operations to iterate fast. Embed coaching frameworks that empower leaders to develop their teams day-to-day, and partner with HR, Operations, and Product to build capability ahead of demand. Quality Assurance Lead a QA function that goes beyond scoring, build frameworks that generate actionable behavioural and performance insights, drive automation at scale, and establish calibration processes that ensure consistency across owned sites and BPO partners. Use root-cause analysis to influence process, product, and policy decisions upstream, not just to report scores. Change & Communications Lead CEG's change management capability for major transformations, build structured frameworks covering impact assessment, adoption tracking, and resistance management as standard practice across the organisation. Own CEG's internal communications strategy: leadership messaging, channel management, engagement programmes, and knowledge architecture that keeps a distributed global workforce informed and aligned. People Leadership Lead, develop, and inspire a team of 30+ across three sub-functions, coaching direct reports to operate with strategic independence and building a high-performance culture with clear accountability at every level. Drive team engagement and retention; advocate actively for your people's growth and next career moves. Stakeholder Engagement Act as a trusted partner to CEG Operations, HR, Product, and Technology lead…