Associate Director - Customer Experience

Responsibilities

• Lead and inspire a regional Customer Service Delivery team supporting multiple language teams across various support channels.
• Empower direct reports through coaching, constructive feedback, and recognition to facilitate organizational success.
• Drive continuous improvement by identifying opportunities for process enhancements and operational optimizations.
• Partner with senior internal stakeholders to align servicing vision and ensure collaboration toward shared goals.
• Collaborate with global colleagues to integrate operational processes with business objectives.
• Communicate company vision and strategy to local teams to ensure alignment and understanding.
• Cultivate a highly engaged, positive, and innovative team culture.
• Ensure full compliance with company requirements and uphold organizational values.

Requirements

• Significant leadership experience is essential.
• Strong background in multi-channel Contact Center operations.
• Proven track record of evaluating, analyzing, and implementing efficient processes to improve performance.
• Experience managing multiple sites and diverse geographies.
• Strong analytical, problem-solving, and critical-thinking skills with high attention to detail.
• Ability to manage multiple projects and effectively handle different timelines.
• Excellent interpersonal skills with the ability to build strong partnerships across departments.
• High energy and ability to thrive in a fast-paced, global environment.

Preferred Qualifications

• Familiarity with Agile methodologies for project management.
• Proficiency in CRM tools, contact center software, WFM tools, and data visualization tools.
• Experience with predictive analytics and AI-driven tools.
• Fluency in additional languages relevant to the regions served.

About the Company

Agoda is a leading global travel platform that connects people to destinations and experiences worldwide. Part of Booking Holdings, Agoda leverages data and technology to provide seamless travel solutions across millions of hotels, flights, and holiday properties. Our diverse team of over 7,000 people works together to make exploring the world easier for everyone.