Get to Know our Team:  

Making up almost 50% of the total workforce, the Customer Experience Group (CEG) is the largest department at Agoda. CEG’s purpose is to provide peace of mind for customers and partners by supporting them when they need us. To make that possible, we have the enabling teams within CEG to improve the quality and efficiency of our support to customers and partners. These teams comprise of professionals from L&D, Talent Management, Project Management, Workforce Management & Analytics who work in a very data-driven environment, eager to move fast and learn through experimentation.  

The Opportunity: 

As part of the Change and Communications (C&C) Team, we will look to drive transformation and support CEG priorities by fostering a change in mindset and behavior through bridging CEG Operations teams with the enabling teams. This involves adopting new products, tools, and processes to enhance efficiency and effectiveness. Supported by our emphasis on CEG wide communication to ensure our people are engaged, informed, developed, and retained. 

In this Role, you’ll get to:            

As the Manager of Change and Communications, you will play a crucial role in supporting the Head of Change and Communications by overseeing the team’s operations. In this role, you will enable and empower Operations Leaders and Project Managers to lead and deliver change, while providing the frameworks, methodologies, coaching, and strategic guidance to ensure success. Acting as a trusted advisor and mentor, you will ensure that change initiatives are owned by the business, with support and expertise provided by the Change & Communications (C&C) team. 

Key Responsibilities 

Change Leadership & Advisory 

• Equip and guide Operations Leaders and Project Managers to develop robust change and communications plans, ensuring ownership sits within the business. 

• Provide coaching, consultation, and best-practice methodologies to strengthen their ability to land change effectively and embed desired behaviors. 

• Design scalable frameworks and toolkits that support consistent and structured change delivery across CEG. 

Driving Adoption & Change Readiness 

• Partner with Ops Leaders and PMs to develop strategies that drive seamless adoption of change, ensuring employees have the awareness, skills, and support needed to adapt. 

• Assess and track the status of change acceptance across stakeholder groups, advising on interventions to address resistance and build adaptability. 

• Guide stakeholders through all stages of the change lifecycle — from planning and readiness to execution, reinforcement, and sustainability. 

Team & People Leadership 

• Guide the People Managers within your team in implementing the C&C strategy in partnership with Ops Leaders and Project Managers, ensuring alignment to business needs. 

• Support the continuous development of your People Managers and their teams, strengthening their leadership and change delivery capabilities. 

• Foster a culture of adaptability, growth, and accountability within your team. 

Risk Management 

• Partner with Ops Leaders and PMs to identify risks related to change delivery and adoption, and develop mitigation plans to minimize impact. 

• Ensure clear documentation, monitoring, and communication of risks throughout the lifecycle of change initiatives. 

Stakeholder Engagement 

• Build and maintain strong partnerships with the CEG Senior Leadership Team and other key stakeholders, ensuring alignment of priorities, expectations, and outcomes. 

• Act as a strategic advisor, fostering a culture of shared ownership for change while supporting leaders with expert guidance and communications practices. 

 

What you’ll Need to Succeed: 

• Change & Communications Expertise – Extensive experience in designing and executing organization-wide change communications aligned to change management methodology, with the ability to guide others in delivering clear, engaging, and at times sensitive or complex messages. 

• Change & Project Management Knowledge – Strong proficiency in project management approaches and tools, coupled with in-depth knowledge of change management principles, methodologies, and frameworks, with the ability to coach Ops Leaders and Project Managers in applying them effectively. 

• Business Acumen & Analysis – Ability to assess business challenges using a data-driven approach, measure change readiness and adoption, and translate insights into actionable recommendations for leaders. 

• Leadership & Coaching Skills – Proven ability to lead, mentor, and develop both your direct team and business stakeholders, equipping them to design, own, and land change successfully. 

• Exceptional Communication Skills – Outstanding written and verbal communication skills in English, including the ability to review, edit, and elevate messaging. Adept at engaging stakeholders at all levels with clarity and impact. 

• Resilience & Adaptability – Comfortable navigating ambiguity, frequent change, and fast-moving environments, while maintaining focus and composure. 

• Innovation & Initiative – A proactive mindset with a passion for pitching new ideas, driving improvements, and experimenting with new approaches to enhance adoption and impact. 

• Execution Excellence – Demonstrated ability to manage multiple priorities, deliver against tight deadlines, and ensure high-quality outcomes across multiple initiatives. 

• Digital Fluency – Proven experience leveraging Office 365 collaboration tools (e.g., MS Forms, SharePoint Online, Yammer, Teams) to support change and communications delivery. 

• Values & Behaviors – A role model of Agoda values and CEG leadership behaviors – Continuous Improvement, Deliver Better Together, and Enable Others’ Success. 

 

To qualify for the role, you must have  

• A graduate degree with relevant professional experience; experience working on large-scale transformation or change programs is strongly valued. 

• 6+ years of proven experience in strategic or management consulting and/or relevant experience in Change Management & Communications, with a track record of designing and delivering change strategies that drive adoption and measurable impact. 

• Hands-on consulting experience – able to guide, mentor, and influence senior stakeholders, Operations Leaders, and Project Managers in shaping and executing change plans. 

• Proven people management experience – 4+ years of managing and developing People Managers and their teams to deliver outcomes and build long-term capability. 

• A strong understanding of organizational transformation, cultural change, and end-to-end change lifecycles (from planning through implementation to sustainment). 

• Demonstrated ability to balance strategic thinking with practical delivery, adapting approaches to business context and priorities. 

 

It’s Great if you have: 

• Procedural and product knowledge that supports understanding of CEG operations. 
• Experience in a contact center environment with direct exposure to customer experience, enabling a deeper appreciation of frontline challenges and opportunities 

 

Kindle note this is a Bangkok and Kuala Lumpur based position. Relocation support will be provided.