Regional Customer Service Manager

Responsibilities

• Lead multicultural customer service teams supporting EMEA languages across voice, email, chat, and back-office channels.
• Provide vision, leadership, and guidance to team leaders and associates through performance and goal setting.
• Identify and drive regional solutions using an agile, data-driven approach, including designing and running experiments.
• Collaborate with cross-functional teams such as Business Development, Finance, Analytics, and Talent Management.
• Analyze customer feedback and QA insights to identify improvement opportunities and implement self-healing processes.
• Guide teams through frequent changes in technology, processes, and business priorities.

Requirements

• Minimum of 8 years of work experience, with at least 3 years in a senior operational management role.
• Proven experience in contact center or vendor management at scale.
• Strong data-driven problem-solving skills and the ability to lead change.
• Excellent verbal and written communication skills in English.
• Ability to lead multiple initiatives concurrently in a fast-paced environment.

Preferred Qualifications

• Conversational Arabic is a plus.
• Experience in the e-commerce or travel industry.
• Project management certifications such as PMP, Six Sigma, or COPC.

Benefits

• Relocation support provided for the successful candidate and their dependents to Cairo, Egypt.

About the Company

Agoda is a leading travel platform that connects people to destinations and experiences worldwide. Part of Booking Holdings, Agoda leverages data and technology to provide seamless travel services across millions of hotels, flights, and holiday properties.