Senior Program Manager - Talent Development (Bangkok based, relocation provided)

Overview

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 talent and development processes and practices, in order to gain operational efficiencies and deliver top-quality customer experience.

The Opportunity

We are currently seeking to hire a Senior Program Manager, Talent Development, to lead our Talent Dev Programs team, which is responsible for the design and execution of global agent programs and Projects. This role is based in our Bangkok office as part of the CEG Talent Development team. We are a team of learning professionals who provide innovative and impactful learning solutions on a global scale.

In this role, you'll get to:

• Lead a dynamic and talented team of program/project management professionals, who lead and manage projects and programs for our customer service agents, leaders and enabling functions within CEG.
• Provide support, guidance and manage performance of our program/project managers on their project planning, implementation, and execution.
• Assess individual opportunity areas and provide regular feedback, coaching and arrange upskilling to develop new skills.
• Work closely with the key OPS stakeholders to continuously improve agent coaching practices making them more effective and efficient for TMs to deliver.
• Identify problems and opportunities, based on data and propose project ideas/solutions to be led by the programs team.
• Use data to inform decisions, track and measure the impact of programs tied to business output.
• 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.
• Work collaboratively with others, contribute as thought partners, and support others’ projects, enabling others’ success.
• Set your team’s long-term vision, strategy, and short-term goals to drive maximum impact. Be accountable for your team’s outcomes.
• Positively contribute to the overall TD team’s culture of continuous improvement, delivering better together, and enabling others’ success.
• Build talent and capability in the team. Support team members’ development through observation and feedback.

 What you'll need to succeed:

• At least 10-12 years of experience in learning and talent development / org development projects.
• Management consulting experience and exposure to technical projects is a plus.
• Exposure to performance support and improvement programs with a focus on coaching is required.  
• At least 4 years of Leadership experience with exposure to managing project and people managers is required.
• A humble and low-ego approach to leadership.
• Proven track record of developing and implementing plans to achieve business goals and objectives with clear and tangible metrics.
• Exceptional project management with the ability to manage across multiple concurrent and cross-functional projects.
• Ability to analyze business challenges with a data-driven approach and communicate actionable recommendations to business leaders.
• Problem solving and Intellectual curiosity.
• Strong communication and presentation skills (English)
• Ability to work well with and influence stakeholders at all levels.
• Ability to work in a fast-paced, dynamic, multicultural environment managing ambiguity is required.
• Eagerness to pitch new ideas, take initiatives, and look for opportunities for improvements.
• Strong business acumen and understanding of how organizational structures and dynamics relate to execution.
• Facilitating and coaching skills with an ability to articulate messages to a variety of audiences.
• Flexibility and a sense of humor are a must. 😊