Associate Director, Build-and-Grow Operations (KL)

Agoda Company Pte. Ltd.

Kuala Lumpur

On-site

MYR 350,000 - 550,000

Full time

2 days ago

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Benefits offered by this job

Relocation package

Job summary

Agoda is seeking an Associate Director, Operations based in Kuala Lumpur to lead a brand-new regional team within the Customer Experience Group. You will design the operating model, shape response criteria, and scale the function from day one, reporting directly to the Director of Escalation and Incident Operation.

Based in Malaysia, you will combine strong people leadership with a customer-obsessed mindset, using data to drive decisions and coach others as the team evolves in a fast-paced

Qualifications

10+ years of leadership in contact center, operations, or customer service.
Experience building/scaling teams or functions from ground up.
Excellent communication and leadership across multiple management layers.

Responsibilities

Build the operating model for a growing regional team from day one.
Lead timely, thoughtful interventions on cases to protect the customer experience.
Partner with cross-functional teams to turn learnings into lasting improvements.
Develop and mentor your team through change.
Shape culture and working practices for the new function.
Navigate fast-moving, evolving environment with clarity.
Communicate progress to senior stakeholders.
Uphold Agoda values and ensure compliance.

Skills

Leadership

Customer experience

Data analytics

Stakeholder management

People management

Tools

CRM systems

Workforce management

Data visualization

Job description

Based in Malaysia, you will combine strong people leadership with a customer-obsessed mindset, using data to drive decisions and coach others as the team evolves in a fast-paced

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