Global Head of Social Media Operations

Agoda Company Pte. Ltd.; Kuala Lumpur; On-site; MYR 350,000 - 600,000; Full time

Job summary

Agoda is seeking a Regional Manager of Social Media Operations to lead social care and online reputation across markets, sites, and partners. You will set strategic direction for the global social customer operations, align with Brand, Marketing, and Product, and ensure a customer-focused, on-brand social presence at scale.

You will drive operational resilience, deploy SOPs, and report updates to leadership while building a high-performing team across regions in a fast-changing digital landscape.

Qualifications

• Requires 10+ years of progressive leadership in multi-site social care operations.
• Proven ability to translate strategy into measurable outcomes across markets and channels.
• Strong stakeholder management and influencing capability, including senior leadership credibility.
• Experience building and scaling operating models across markets and customer segments.

Responsibilities

• Lead multi-country, multi-site social media operations, owning service quality, response and resolution performance, efficiency, resiliency and cost-to-serve.
• Set SOPs for customer engagement across public and private channels with on-brand responses.
• Establish a robust online reputation framework including social listening and sentiment analysis.
• Own and report social operations KPIs such as response coverage, time to respond, sentiment, and escalation rate.
• Define operating model across capacity, language coverage, channel mix, routing, and vendor strategy for 24/7 support.
• Scale social listening, care, and case-management using social media tools and platforms.
• Coordinate cross-functional crisis response with Brand, PR, and other teams; ensure early risk identification.
• Provide timely, executive-ready updates to Agoda leadership on social media trends and performance.
• Design and evolve organization, language pools, shift strategy, and vendor model to meet changing needs.
• Partner with WFM, QA, Training, Analytics to anticipate demand risks and lead timely adjustments.
• Lead and develop Team Managers and broader team, fostering a high-performance culture.
• Develop talent and succession plans; strengthen leadership through coaching and training.
• Drive leadership effectiveness and engagement through skip-levels and team activities.
• Remain calm and make decisive judgments in high-visibility crises, identifying systemic risks.
• Address team performance decisively and in line with Agoda values.

Skills

Stakeholder management

Leadership

Social media operations

Data-driven decision making

Crisis management

Communication

SQL

Tools

Sprinklr

Sprout Social

Meltwater

Job description

Agoda is seeking a Regional Manager of Social Media Operations to lead social care and online reputation across markets, sites, and partners. You will set strategic direction for the global social customer operations, align with Brand, Marketing, and Product, and ensure a customer-focused, on-brand social presence at scale.

You will drive operational resilience, deploy SOPs, and report updates to leadership while building a high-performing team across regions in a fast-changing digital landscape.