Regional Customer Service Manager

Responsibilities

• Lead, mentor, and develop a team of specialized Team Managers, ensuring accountability for performance and execution of ownership pillars.
• Drive operational health and service delivery for RTA partners, ensuring all contractual SLAs for response times, quality, and resolution are met.
• Act as the voice of the team in company-wide initiatives, connecting stakeholders and negotiating priorities across functions.
• Champion a high-performance culture by using KPI data to identify and address gaps in team engagement and performance.
• Prepare and present strategic performance reviews and partner-facing reports to senior leadership and external stakeholders.
• Serve as the primary escalation point for operational challenges and crises to protect the customer experience and brand integrity.
• Identify opportunities for process innovation and rigorously test their impact through an "experiment and measure" approach.

Requirements

• Minimum of 12 months of experience in a people management role (Manager level or above).
• Strong commercial acumen and partner management skills, with experience managing SLAs and communicating with corporate clients.
• Proven experience in crisis management or handling high-pressure escalation environments.
• Advanced analytical and investigative mindset with the ability to use data to identify root causes.
• Proficiency with data visualization tools (e.g., Tableau, Metabase) and working knowledge of SQL.
• Exceptional communication skills with the confidence to interact with Directors and VPs.

Preferred Qualifications

• Direct experience in B2B account management, partner operations, or vendor management.
• Background in managing specialized L2/L3 support teams.
• Formal training or certification in process improvement methodologies such as Six Sigma or Lean.
• Leadership experience in Crisis, Incident, Risk, Compliance, Trust & Safety, or Legal Operations.

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 make travel easier for everyone. With a diverse team of over 7,000 people across the globe, we are driven by curiosity and innovation to build the future of travel.