Regional Customer Service Manager - Operations

Responsibilities

• Lead customer service teams supporting English languages across voice, email, chat, and back-office activities.
• Provide vision, leadership, and guidance to team leaders and associates through performance and goal setting.
• Identify operational issues using data and provide recommendations regarding cost, service levels, and team engagement.
• Manage SLA performance and recommend structural adjustments to optimize resource utilization.
• Oversee call routing strategies, workforce management principles, and process improvements.
• Coach, mentor, and develop emerging customer service leaders to build organizational resilience.
• Foster a positive team culture that aligns with Agoda values and emphasizes ownership and ethical results.

Requirements

• Minimum of 10 years of work experience, including at least 3 years in a senior management role.
• Proven expertise in contact center or vendor management at scale.
• Strong data-driven problem-solving skills and the ability to identify process improvement opportunities.
• Excellent verbal and written communication skills in English.
• Ability to lead change and persuade senior leadership in a fast-paced environment.
• Experience managing multi-channel operations (voice, chat, email).

Preferred Qualifications

• Experience in the e-commerce or travel industry.
• Certifications in Project Management such as PMP, Six Sigma, or COPC.
• Proven experience leading complex process migrations.
• Proficiency in the Bahasa language.
• Demonstrated success in growing and structuring high-performance teams.

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 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 exploring the world easier for everyone.