Senior Label Relations Manager

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. ABOUT ROCKET TRAVEL BY AGODA Rocket Travel by Agoda is a travel technology company founded in 2012 under our flagship consumer facing product, rocketmiles.com. Since then, we have evolved to partner with some of the largest consumer travel brands in the world creating white-label solutions that allow customers to earn and redeem miles and points for booking hotels, rental cars, flights and activities. Our global partnerships range from world-class airlines to international banks to large-scale shopping platforms.  We help our partners develop successful go-to-market strategies through marketing expertise and data to support their overall growth.  We attract customers from every corner of the globe with a seamless user experience that's built in-house from ideation to finished product: our team includes front- and back-end developers, customer service, data analysts, designers, marketers, accountants, partnership sales, and managers.  Rocket Travel by Agoda is dedicated to creating a diverse, equitable, and inclusive workplace where everyone has the opportunity to reach new heights in their career, and expand their knowledge working alongside talented, dedicated colleagues. We encourage all applicants with a touch of wanderlust to apply to our team, as we work toward helping our travelers reach the vacation of their dreams.  Get to Know our Team:  The People Team is a purveyor of opportunity, searching the globe for the most talented individuals and offering them an open, collaborative workplace. By prioritizing skill and potential, we have cultivated a powerful assembly of professionals through our drive for equal opportunity and diversity. We make the move to Agoda a breeze with assisted onboarding programs, and we continue to support and enrich our thousands of Agoda employees through individual growth with outstanding learning programs and various means of assistance. Our development of incredible benefits has ensured everyone can stay strong, healthy, and happy during their time at Agoda. Leading ambitious changes and making a positive impact in the lives of our employees, the People Team is a crucial and rewarding part of Agoda.  The Opportunity: We’re looking for a Senior Manager or Principal, HR Business Partner (HRBP) to lead the People agenda for our North America Region. In this high-impact role, you’ll be a trusted advisor to Agoda’s Commercial teams, helping drive revenue growth by building high-performing, customer-focused teams and strengthening key B2B partnerships. You’ll spend about 40% of your time on strategic partnering and talent management, with the remainder focused on performance management, employee relations, people operations, and learning & development. You’ll work hands-on with leaders and employees, balancing big-picture thinking with practical day-to-day support.   In this Role, you’ll get to: * Partner as a senior advisor to regional leaders and managers, shaping business and people strategies through a deep understanding of goals, team culture, and talent needs to drive commercial success. * Shape and deliver a People Roadmap that aligns with both company-wide and local business priorities. * Lead and influence cross-functional initiatives that support business transformation and organizational growth. * Anticipate business needs and implement proactive, scalable HR solutions that add long-term value. * Use data and insights to inform decisions, measure impact, and provide actionable recommendations (e.g., retention, engagement, performance trends). * Lead talent identification, development, and succession planning to build a strong leadership pipeline. * Support organizational design, workforce planning, and change management to keep Agoda agile and competitive. * Drive effective change management and communication for key business initiatives, ensuring smooth transitions and high engagement. * Manage, in partnership with People Centre of Expertise, employee relations cases, ensuring fair and timely resolution, and provide guidance on complex or sensitive matters. * Oversee people operations, including onboarding, policy guidance, and compliance with local labor laws. * Drive learning and development initiatives to build skills and support career growth. * Mentor and coach HR colleagues and business leaders, building people leadership capability across the region. * Champion a culture of feedback, continuous learning, and high performance. * Ensure strong governance, compliance, and risk management in all people practices. This is a hands-on, high-impact role for someone who enjoys both strategic work and rolling up their sleeves to get things done.  What You’ll Need to Succeed: * Bachelor’s Degree in Human Resources or a related field is required. * 8–10 years of progressive HR experience, including 3–5 years in a senior HRBP/HR leadership role, and a minimum of 5 years operating across North America (United States, Canada, LATAM) with demonstrated familiarity with federal, state/provincial labour laws, cross‑border employment practices, and compliance obligations. * Demonstrated experience embedding People and culture into business leadership, ideally at scale and in a fast-paced, global environment. * Ability to flex between company-wide strategy and tailored solutions for specific region, with a strong business partnership mindset. * Skilled at aligning and connecting HR functions, building strong relationships, and driving collaboration across teams. * Expertise in leadership effectiveness, engagement, talent management, rewards, succession planning, and organizational design. * Experience in workforce planning, organisational agility, and leading large-scale change/transformation initiatives across multiple markets. * Outstanding ability to communicate with influence, use data to inform decisions, and engage stakeholders at all levels. * Ability to cope well with ambiguity and change. * Willingness to get hands-on and tackle operational HR tasks as needed. Especially during transformation. You’re not afraid to roll up your sleeves and support the team wherever needed to drive results. * Fluency in written and spoken English, with strong communication skills to effectively convey complex information.   It’s Great if You Have:  * Curiosity, ready to challenge current practices and perspectives. * Experience creating and rolling out people programs or ways of working that make the company a better place to work and help teams perform at their best. * Great sense of ownership and reliability. * Multicultural or International Experience. * Humility, flexibility, good interpersonal skills. There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. In addition to a competitive base salary, roles are eligible to be considered for an annual bonus. The range for  the Chicago area is 141,000-166,000.   E-Verify Program Participant We are an E-Verify employer – meaning that your Form I-9 information will be provided to the federal government to confirm that you are authorized to work in the U.S. For more information, please view: E-Verify Participation Poster (English/Spanish) and IER Right to Work Poster (English/Spanish)         PLEASE REVIEW OUR HIRING PROCESS GUIDELINES BEFORE YOUR INTERVIEW — CLICK HERE TO LEARN HOW INTERVIEWING AT AGODA WORKS.     DISCOVER MORE ABOUT WORKING AT AGODA * Agoda Careers https://careersatagoda.com * Facebook https://www.facebook.com/agodacareers/ * LinkedIn https://www.linkedin.com/company/agoda * YouTube https://www.youtube.com/agodalife   Equal Opportunity Employer  At Agoda, we pride 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. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy. Disclaimer We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. 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.

About us We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels.  Great journeys start with Trainline 🚄  Now Europe’s number 1 downloaded rail app, with over 135 million monthly visits and £6.3 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco-friendly and affordable as it should be.  Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey.  Introducing Service Delivery at Trainline Partner Solutions (TPS) 👋 Trainline Partner Solutions is the B2B arm of Trainline. The Distribution sector within TPS is the sector in TPS that works with Rail Carriers to surface their inventories through APIs and Online Tooling to regional and global Travel Management Companies as well as Online Booking Tools to enable business travel. To find out more, visit here. Service Delivery at Trainline Partner Solutions (TPS) Trainline collaborates with a diverse set of international partners across the rail and coach industry. The Service Delivery team is responsible for expertly onboarding B2B partners to the Trainline platform, while ensuring that all operational issues; including incident, problem and change management that are handled to world-class standards. What you will do as a Technical Account Manager at Trainline...🚅 As part of the Service Delivery Technical Account Management (TAM) team, you will work long-term with a portfolio of assigned strategic customers, helping them achieve their desired outcomes through TPS guidance and solutions. By driving customer success, you’ll also help grow the consumption and value of TPS services. You will demonstrate confidence, credibility and a strong understanding of both Trainline and your customers’ businesses. You will develop and maintain deep technical expertise in TPS solutions and the wider Trainline ecosystem. You will also guide partners through industry accreditation processes aligned with country-specific rail distribution rules and carrier regulations. You will act as an advocate for your customers, providing clear and constructive feedback to Product teams based on real customer use cases. You will also serve as an escalation point for service issues, ensuring service levels are met, minimising service credit risk, and protecting the reputation of TPS. Key Responsibilities Your customer portfolio will vary depending on customer tiering. You will collaborate closely with TPS Distribution, IT Solutions Account teams, Product and Engineering specialists while delivering the following: * Leverage TAM playbooks, welcome packs, delivery kits and tools to guide customers through: * Roadmaps and assessments that outline next steps and outcome-aligned plans * Solution guidance and industry best-practice reviews to identify expansion opportunities * Oversee and proactively manage customer escalations related to incidents, service requests and major development activity. * Operational optimisation ensuring activities align with technology goals and priorities * Industry insights that benchmark and enhance workflow efficiency within customer architecture * Use strong organisational and planning skills to track customer plans, make adjustments and drive progress to completion. * Help create “customers for life” by collaborating with Customer Success, Product, Engineering and Service Delivery teams to deliver outcome-focused value. * Manage client reporting and governance, including performance metrics and SLA compliance across all areas of engagement. We'd love to hear from you if you have...🔍 * Knowledge of API integrations and White Label solutions * Fluency in English plus one additional language (Spanish, Italian, or French) * Experience working within Agile development and support environments * AGILE PM Foundation or comparable certification * Ability to operate effectively in a dynamic environment with multiple concurrent initiatives, adapting to shifting priorities * Strong communication skills with the ability to gain trust from stakeholders * Travel or rail industry experience (preferred) More information: Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family-friendly benefits.  We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one!  We're operating a hybrid model and ask that Trainliners work from the office a minimum of 60% of their time over a 12-week period. We also have a 28-day Work from Abroad policy. Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do:  * 💭 Think Big - We're building the future of rail  * ✔️ Own It - We focus on every customer, partner and journey  * 🤝  Travel Together - We're one team  * ♻️ Do Good - We make a positive impact  We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated. Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn, Instagram and Glassdoor!