Regional Customer Service Manager

Responsibilities

• Lead customer service teams supporting English-speaking customers across voice, email, chat, and back-office channels.
• Identify operational issues using data-driven insights and provide recommendations to improve cost, service levels, and engagement.
• Manage SLA performance and recommend structural adjustments to optimize resource utilization.
• Oversee call routing strategies and workforce management principles to ensure sufficient availability.
• Drive customer satisfaction by analyzing feedback and implementing self-healing processes to address dissatisfaction.
• Coach, mentor, and develop emerging leaders to build organizational resilience and a high-performance culture.
• Foster a positive team culture that aligns with Agoda's values and emphasizes ethical results.

Requirements

• Minimum of 10 years of professional work experience.
• At least 3 years of experience in a senior management role overseeing operational responsibilities.
• Proven experience in contact center or large-scale vendor management (BPO).
• Strong data-driven problem-solving skills and the ability to use metrics to drive decisions.
• Excellent verbal and written communication skills in English.
• Tech-savvy with strong proficiency in PC applications and multi-channel support tools.
• Ability to work independently in a fast-paced, time-critical environment.

Preferred Qualifications

• Experience in the e-commerce or travel industry.
• Professional certifications such as PMP, Six Sigma, or COPC.
• Experience with new country expansion or complex process migrations.
• Demonstrated success in building and structuring high-performance teams.

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. We pride ourselves on a diverse, multicultural environment where innovation and curiosity drive our mission to make travel easier for everyone.