Senior Lead, Responsible Officer

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 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.

What You’ll Need to Succeed:

• 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.

It’s Great if You 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.

Equal Opportunity Employer 

Agoda prides ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person's merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics. 

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes. 

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Disclaimer:

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited submissions by third parties or recruitment agencies.

If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.