Senior Lead, Responsible Officer

The role

You will serve as the qualified Responsible Officer for Agoda Japan's travel business. You will support travel agency-related operations, review internal processes, and coordinate with regulatory authorities and stakeholders.

What you will do

• Serve as the qualified Responsible Officer for Agoda Japan's travel business.
• Support teams to ensure travel agency operations comply with laws, policies, and procedures.
• Support engagement with travel industry bodies and regulatory authorities.
• Review internal procedures, manuals, and SOPs and provide improvement recommendations.
• Review customer complaints and inquiries related to the travel agency business.
• Monitor complaints and operational issues for recurring or serious trends.
• Receive and review reports on supplier performance issues.
• Review significant changes to customer-facing information related to the Travel Business Act.
• Maintain records of regulatory inquiries, RO reviews, and endorsements.
• Support internal training and periodic reviews of travel operations.

Required qualifications

• 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 to coordinate with internal and external stakeholders.
• A practical, solution-oriented mindset.
• Strong Japanese communication skills, both written and spoken.
• Basic business English skills.
• The ability to manage multiple tasks and stakeholders while working independently.

Nice to have

• 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.

About the company

Agoda is part of Booking Holdings with a diverse team of over 7,000 people from 90 countries. The company connects people to destinations and experiences through hotels, flights, and holiday properties.