Director of Operations: Build & Scale New Team (Relocation)

Careersatagoda; Kuala Lumpur; On-site; MYR 300,000 - 360,000; Full time

Benefits offered by this job

Relocation package

Relocation support

Job summary

Agoda seeks an Associate Director, Operations in Kuala Lumpur to lead the creation of a brand-new customer experience operations team. You will design the operating model, set response criteria, and scale the regional function with ownership and strategic impact.

You will bring 10+ years in contact center leadership, a passion for customer experience, and the ability to align cross-functional teams. This on-site role offers relocation to Kuala Lumpur for the right candidate.

Qualifications

• Business-level proficiency in English, both written and spoken.
• 10+ years of leadership in contact center, operations or customer service.
• Experience in travel-related operations preferred.
• Proven ability to build and scale teams from the ground up.
• Strategic mindset with data-driven decision making.
• Strong stakeholder management and cross-functional collaboration.

Responsibilities

• Build and shape a brand-new operations team from day one.
• Lead timely interventions to improve customer experience and trust.
• Partner with business units to translate insights into improvements.
• Use data to continually refine team performance and processes.
• Guide and develop team members through organizational change.
• Establish team identity, values, and ways of working.
• Navigate fast-changing priorities with calm and clarity.
• Present progress and insights to senior leadership.
• Uphold Agoda’s values and compliance in daily operations.

Skills

Business-level English

Leadership experience

Contact center ops

Travel ops knowledge

Data-driven decisions

Tools

CRM

Workforce management

Data visualization tools

Job description

Agoda seeks an Associate Director, Operations in Kuala Lumpur to lead the creation of a brand-new customer experience operations team. You will design the operating model, set response criteria, and scale the regional function with ownership and strategic impact.

You will bring 10+ years in contact center leadership, a passion for customer experience, and the ability to align cross-functional teams. This on-site role offers relocation to Kuala Lumpur for the right candidate.