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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.The Opportunity: Agoda's Customer Experience Group (CEG) is a 4000+ strong organization spread globally across nine countries in four continents. As CEG continues to grow, we realize the need for more robust learning and development processes and practices, in order to gain operational efficiencies and deliver top-quality customer care. L&D’s mission is to develop and enable agent high performance and growth in support of business objectives and priorities. This role manages the Learner Experience (LX) team, our specialist facilitation team within L&D and reports into the L&D Senior Manager. The LX team is responsible for the quality and effectiveness of all global learning experiences through motivated and skilled facilitation & coaching, innovation, and continuous improvement. In this Role, you'll get to: Lead a team of Associate Managers who each manage a large regional facilitation team Ensure the quality and effectiveness of the delivery of our programs such as new hire onboarding, ongoing ILT and leadership development Drive mastery and continuous improvement in the facilitation team Manage the facilitation team headcount and resource allocation Observe and evaluate our Associate Manager and LX Facilitators, providing feedback and coaching to help them be successful and develop within their role Monitor, analyze and report on LX Facilitation metrics; utilization, KPIs and learning data, identifying trends and providing solutions to address issues or drive improvements. Partner with other Talent Development teams such as Coordination, Leadership Development and L&D Architecture, ensuring LX is always equipped with the necessary resources to guarantee on-time roll out of learning experiences and standards of facilitation are always met. Solve problems, see opportunities, and take initiative. 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 provided by CEG employees as seen in increased KPI scores. What you'll Need to Succeed: At least 3 years’ experience in managing/leading a team Be an experienced facilitator and passionate about adult learning Be operationally excellent – able to prioritize a large workload, move fast working in a systematic and organized way Ability to analyze business challenges with a data-driven approach and communicate actionable recommendations to stakeholders Have experience working with data and KPIs and in making reasoned decisions that are logical, data-driven and well thought out Experience working in a customer center environment will be considered a plus Good understanding of learning infrastructure and relevant domain-specific technology solutions, maintenance, and best practices A humble and low-ego approach to leadership Experience with Microsoft office applications and SharePoint required, and Power Apps a plus. Fluency in English and excellent written and verbal communication skills are required, additional languages are a plus Experience in designing or leading learning interventions is good to have Flexibility and a sense of humor a must! Equal Opportunity EmployerAgoda prides 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.To all recruitment agencies: Agoda does not accept the 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.By applying to this job, you agree that Agoda may process your personal data in accordance with Agoda applicant’s privacy statement.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.
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