Regional Customer Service Manager

Responsibilities

• Lead and mentor specialized Team Managers within the Incident Management (IM) and Dispute Resolution & Privacy Advisory (DRPA) teams.
• Serve as the senior leader for Agoda’s response to complex incidents, including natural disasters, system outages, and political events.
• Oversee high-risk regulatory investigations, data privacy matters, and multi-jurisdictional legal disputes to minimize brand and financial exposure.
• Act as the primary liaison between internal stakeholders (Legal, PR, Finance, Product) and external authorities during high-stakes escalations.
• Drive a culture of continuous improvement by conducting root cause analysis and championing automation to streamline complex workflows.
• Own and evolve team performance dashboards using data visualization to provide actionable insights to senior leadership.
• Manage operational challenges and make decisive calls to resolve bottlenecks and protect the customer and partner experience.

Requirements

• Significant experience in incident management, crisis response, legal operations, or privacy advisory within a fast-paced technology environment.
• Proven people management skills with experience coaching and holding other managers accountable.
• Advanced analytical and investigative mindset with the ability to navigate ambiguity.
• 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.
• Ability to remain calm and make rational, decisive judgments in high-pressure, ambiguous situations.

Preferred Qualifications

• Background in managing specialized or L2/3 support teams.
• Formal training or certification in process improvement methodologies such as Six Sigma or Lean.
• Leadership experience specifically within Crisis, Incident, Risk, Compliance, Trust & Safety, or Legal Operations roles.

About the Company

At Agoda, we bridge the world through travel. We are part of Booking Holdings, with a diverse team of over 7,000 people from 90 countries. Data and technology are at the heart of our culture, fueling our curiosity and innovation as we connect people to destinations and experiences worldwide.