Director/ Senior Director - Talent Development, Quality and Change
On-siteBangkok, Bangkok, Thailand
Job Summary
Set the multi-year roadmap for Talent Development, Quality Assurance, and Change & Communications, ensuring they operate as an integrated engine aligned to business priorities. Champion generative AI adoption across learning, QA, and communications workflows while leading the function through major platform migrations. Own the end-to-end learning architecture, coaching frameworks, and QA automation at scale to drive measurable capability uplift and actionable behavioral insights. Lead change management for organizational transformations and manage internal communications strategy for a distributed global workforce. Direct a team of 30+ across three sub-functions, acting as a trusted partner to C-suite leadership and BPO partners.
Required Qualifications
- 10+ years of progressive experience in Learning & Development, Quality, or Organisational Effectiveness
- at least 5 years in a senior leadership role managing multi-functional teams
- Demonstrated track record leading at least two of the three disciplines (TD, QA, Change & Communications) in a large, complex, customer-facing environment
- Experience designing and scaling learning programmes, QA frameworks, or change initiatives in a contact centre, BPO-managed, or global operations context
- Strong data orientation, you use metrics to make decisions, evaluate impact, and challenge assumptions, not just to report activity
- Proven ability to lead through ambiguity and deliver in a high-velocity, iterative environment
- comfortable with fast change and imperfect information
- Excellent communication and influencing skills, able to engage credibly at C-suite level and on the contact centre floor
- Experience managing or partnering with BPO / outsourced operations
Desired Qualifications
- Experience with generative AI tools applied to learning design, QA automation, or communications
- Background in travel tech, e-commerce, or other high-volume digital consumer businesses
- Familiarity with knowledge management systems and content governance in large-scale operations
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