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Knowledge Manager – IT / Project Management Focused

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Job Description

We are currently seeking to hire an L&D Innovation Manager. This is a new position within our Customer Experience Group (CEG) that primary function will be to shape the Learning & Knowledge Infrastructure of our employees and empower them with real-time solutions. 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
  • Through experimentation, establish the right way to deliver real-time learning and knowledge content to our front-line employees.
  • Oversee our innovative knowledge management function.
  • Manage large scale projects to deploy real-time learning solutions to our employees and partners.
  • Use data to identify opportunities and influence decisions relating to training, tools, and processes.
  • Report on analytics related to adoption, usage, and impact of L&D systems, tool & solutions.
  • Adopt an agile approach to project management & lead multidisciplinary project teams.

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 performance & business metrics.
What You'll Need To Succeed
  • Expertise in end-to-end project management.
  • An excellent understanding of learning infrastructure and relevant domain-specific technology solutions, maintenance, and best practices.
  • Experience managing teams, setting SLAs and KPIs and ensuring that sufficient people and resources are in place to meet them.
  • Experience deploying new technologies at scale.
  • A data-driven and scientific approach to decision making and problem-solving.
  • A process-driven approach to work with demonstrable ability to create and implement SOPs.
  • The ability to maintain constructive work relationships with the employees across all functions and at all levels.
  • Excellent written and verbal communication skills, with experience influencing senior stakeholders.
  • Flexibility and a sense of humor are a must.

It's great to have
  • A good understanding of the Online Travel Agency (OTA) space.
  • Good understanding of contact center operations KPIs and metrics.
  • Strong business acumen.

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

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