Senior Lead, Responsible Officer

About Agoda 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 experiences worldwide. 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. Responsible Officer (Certified Travel Services Supervisor) – Tokyo Based Get to Know our Team: In every department, Agoda provides an environment rich with creativity, collaboration, and experimentation, and the tools to work faster and smarter than almost anyone in the online travel agency market. Our people are some of the most passionate people in the travel industry, and it is this passion that has allowed us to grow so quickly and create a best-in-class service for our hotel partners. Come join our global team at Agoda, where you will have the opportunity to contribute to the success of the company and make a difference! The Opportunity: Agoda Japan holds a travel agency license under Japan’s Travel Business Act. As part of the license requirements, Agoda Japan has appointed a qualified Responsible Officer, known in Japan as a Certified Travel Services Supervisor (総合旅行業務取扱管理者). We are looking for a motivated professional to join Agoda Japan as a new Responsible Officer and support our existing travel business operations. In this role, you will help ensure that relevant travel-related operations in Japan are appropriately managed by reviewing processes, providing guidance, and coordinating with relevant stakeholders Responsible Officer-related responsibilities are expected to account for approximately 20% of the role. You will support Agoda Japan’s operations by reviewing internal processes related to domestic travel services, responding to internal consultations regarding the Travel Business Act, and coordinating with relevant stakeholders. In This Role, You’ll Get To: • 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 A