Overview

Agoda's Customer Experience Group (CEG) is a 2500 + strong organization spread globally across nine countries in 4 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.

We are currently seeking to hire an L&D Program Manager (Continuous Learning). This is a new position within CEG that’s primary function will be to design and implement L&D solutions that improve the performance of our customer service agents throughout the employee life cycle.

This role is based in our Bangkok office as part of the CEG L&D Architecture team. We are a team of L&D professionals who provide innovative and impactful learning solutions on a global scale.

In This Role, You'll Get To

• Design, build and manage a learning program that is targeted towards our tenured customer service agents to:

• Uplift and enhance their existing skills and performance
• Establish a structured learning journey for new skills development leading to career advancements

• Create processes related to the capture and processing of content, as well as the usage and maintenance of programs.
• Through innovation and experimentation, determine the best mediums to share different forms of learning content.
• Use data to influence decisions relating to training, tools and processes.
• Report on analytics related to adoption, usage, and impact of L&D Programs.
• Adopt an agile approach to project management.
• Lead project teams comprised of instructional designers, content developers and subject matter experts to deliver at speed.
• Evaluate the effectiveness of the continuous learning program 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 provided by CEG employees as seen in increased KPI scores. 

What You'll Need To Succeed

• Be an expert in learning design & deployment.
• Excellent project management capability is essential for this role. A proven track record of managing complex projects is a must.
• A process-driven approach to work with demonstrable ability to create and implement SOPs.
• Experience in managing learning and development programs in a contact center environment, supporting multiple channels (voice, email, and chat).
• Good understanding of learning infrastructure and relevant domain-specific technology solutions, maintenance, and best practices.
• Good understanding of contact center operations KPIs and metrics.
• Have a data-driven and scientific approach to decision making and problem-solving.
• The 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.
• Flexibility and a sense of humor are a must.
• Experience in designing or leading leadership development programs / interventions is good to have.

Education

It is required that the person in this role should possess a bachelor's or master's degree in a related subject.

Equal Opportunity Employer

Agoda 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.

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