Talent Development - Learner Experience Manager (Bangkok or Kuala Lumpur based, Relocation provided)

Learner Experience (LX) Manager

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. 

Talent Development’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 Talent Development and reports into the TD 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 instructor-led training (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 TD 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, preferably in the Learning and Development space
• 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!