Senior Lead, Responsible Officer

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.

Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experi...

No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.

Serve as the qualified Responsible Officer for Agoda Japan’s travel business.
Support relevant teams in ensuring that travel agency-related operations in Japan are conducted in accordance with applicable laws, internal policies, and business procedures.
Support Agoda Japan’s engagement with travel industry bodies and regulatory authorities (such as JTA, JATA, and MLIT), including by reviewing and contributing to outgoing correspondence and, where appropriate, attending relevant meetings. Provide continuity for regulatory engagement where the primary contact is unavailable. 
Review internal procedures, manuals, and SOPs related to travel services, and provide recommendations for improvement where appropriate.
Review customer complaints and inquiries related to the travel agency business including escalations above defined thresholds (such as relocations, refund and compensation cases, and PR-sensitive matters) and discuss appropriate responses with relevant teams as needed.
Monitor complaints and operational issues for recurring or serious trends, and share or escalate them to relevant stakeholders when appropriate.
Receive and review reports on suppliers performance issues relating to Japan inventory, and provide input to improve their performance as per the agreed SLAs. 
Review significant changes to customer-facing information related to the Travel Business Act, including Japan-facing disclosures, Terms of Use, and booking-related communications, and provide input.
Maintain appropriate records of regulatory inquiries, RO reviews and endorsements, and other supporting materials relating to the travel agency business, ensuring they are properly organized and available for review when needed.
Support internal training, periodic reviews, and other activities related to the management of travel operations.
Provide input and recommendations to relevant business owners on matters within the RO scope.

A valid qualification as a Certified Travel Services Supervisor (総合旅行業務取扱管理者).
Experience in travel, online travel, hospitality, e-commerce, customer support, compliance, business operations, or a related field.
Strong communication skills and the ability to coordinate effectively with internal and external stakeholders in sensitive or complex situations.
A practical, solution-oriented mindset and the ability to take ownership of ambiguous or evolving issues.
Strong Japanese communication skills, both written and spoken.
Basic business English skills.
The ability to manage multiple tasks and stakeholders while working independently.
Experience reviewing or improving SOPs, business procedures, or internal policies.
Experience in customer support, complaint handling, business improvement, or project management.
Experience working with international teams in English.