Get to Know our Team

As the largest department at Agoda, the Customer Experience Group's (CEG) purpose is to provide peace of mind for customers and partners by supporting them when they need us. The Risk, Compliance and Response team serves as CEG's central risk intelligence and response function, helping Agoda identify, assess, and manage regulatory, operational, and market risks across geographies.

The team translates external developments and internal signals into actionable insights, clear risk thresholds, and coordinated cross-functional responses — partnering closely with external departments and frontline customer support.

By combining structured risk analysis, scalable governance, and strong execution discipline, the team strengthens Agoda's ability to respond consistently to any emerging regulatory risk, reduce operational noise, and build a more proactive foundation for country-level risk management.

The Opportunity

The Regulatory Risk manager is responsible for building and scaling proactive, data-driven regulatory risk programs that helps CEG navigate complex and evolving legal, compliance, and policy environments across markets.

In this role, you will identify emerging regulatory risks, assess business impact, design practical mitigation strategies, and drive cross-functional execution across CEG, Legal, PR, Supply, and other internal business teams. You will serve as a key connective layer between regulatory developments and business decisions, turning fragmented signals into clear priorities, governance, and action, ensuring CEG remains compliant and resilient by turning regulatory obligations into competitive trust advantages for Agoda.

This role is ideal for a strategic operator who is equally comfortable with ambiguity, structured analysis, executive communication, and day-to-day program execution.

Risk Management

• Design and implement controls, governance mechanisms, escalation thresholds, and response playbooks to reduce regulatory exposure.
• Build and operate a regulatory risk management framework that identifies, assesses, prioritizes, and tracks regulatory risks across markets.
• Translate external regulatory developments into clear business implications, risk scenarios & recommended actions.
• Incorporate regulatory findings/enforcement outcomes into risk controls and escalation governance.

Quality & Best Practice

• Oversee delivery of the CEG risk framework (data-driven alerts) to ensure timely and accurate signals.
• Manage government complaints, intake and closure; ensure investigations, remediation and documentation are completed within agreed timeframe.
• Drive continuous improvement by identifying process gaps, reducing noise, streamlining workflows, and improving response speed and clarity.

Program & Stakeholder Leadership

• Lead cross-functional remediation and regulatory response initiatives; act as point guard when regulators engage (both internally and externally).
• Create cost models and business impact assessments for regulatory scenarios and mitigation options.
• Advise senior leaders on risk appetite, mitigation priorities, and strategic responses.
• Develop metrics, dashboards, and executive reporting to measure program effectiveness, control health, open risks, and remediation progress.
• Support engagement with regulators, external counsel, travel authorities, and other government bodies as needed.

What You'll Need to Succeed

• A minimum of 8+ years of experience in managing operational responsibilities (program management, regulatory risk management, leading complex regulatory projects).
• Excellent problem-solving capabilities, with a knack for identifying process improvement opportunities using a data-driven approach.
• Experience building and leading cross-functional risk programs in fast-paced, high-growth, or highly regulated environments.
• The ability to foster a culture of personal development through coaching and partnership with L&D, engagement, and continuous improvement.
• Demonstrated ownership, accountability, and resilience under ambiguity in fast paced, dynamic, and multicultural environments.
• Proven ability to independently manage a diverse stakeholder landscape, including senior leadership.
• Experience working across multiple countries or regions with differing legal and regulatory requirements.
• Strong program management skills with demonstrated ability to drive outcomes across matrixed organizations.

Good to Have

• Familiarity with Agile methodologies for managing multiple projects in a fast-paced environment.
• Excellent personal and interpersonal skills to lead the team and partner effectively with other departments.
• Program management certifications (PMP, Six Sigma, COPC or equivalent), travel industry experience and online travel knowledge.
• Experience with predictive analytics and AI-driven tools will be helpful.