Regional Customer Service Manager - Customer Satisfaction & Incidents (CSI)

Agoda; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Job summary

Agoda is seeking a Regional Customer Service Manager to lead the CSI Incident Management and Dispute Resolution teams. You will coordinate crisis response, privacy advisory, and regulatory matters, acting as the primary liaison to senior stakeholders and external authorities.

The role emphasizes a unified response framework, risk management, and operational excellence across incidents and disputes, with a focus on data-driven decisions and cross-functional collaboration.

Qualifications

• Significant experience in incident management, crisis response, legal operations, or privacy advisory in a fast-paced tech environment.
• Ability to lead senior stakeholders and drive cross-functional collaboration under pressure.
• Strong analytical mindset with a data-driven approach to root-cause analysis and decision making.

Responsibilities

• Lead Agoda's Incident Management and Dispute Resolution teams with accountability for performance and development.
• Act as senior liaison to Legal, PR, Finance, Product and external authorities during high-risk events.
• Facilitate war rooms, guide risk-based decisions, and communicate outcomes to SLT.
• Drive continuous improvement, automate manual workflows, and optimize incident response processes.
• Own and evolve team dashboards and present strategic performance reviews to leadership.

Skills

Leadership

Incident management

Crisis response

Data analysis

Stakeholder management

Data visualization

SQL

Tools

Tableau

Metabase

SQL

Job description

Regional Customer Service Manager - Customer Satisfaction & Incidents (CSI)

About Agoda

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.

Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.

No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.

The Opportunity

This is ahigh-impact leadershipopportunity, for a Regional Customer Service ManagertoleadAgoda'sCustomer Experience Group (CEG)Incident Management (IM) & Dispute Resolution & Privacy Advisory (DRPA)teams.

This rolewill lead a team of Team Managers (TMs) who handle complex technical/non-technical incidents and sophisticated legal, privacy, and regulatory disputes.This role willbe responsible forcreating a unified, world-class response framework that applies consistent principles of risk management, stakeholder communication, and operational excellence across both incident and dispute resolution.

We are looking for a leader with exceptional judgment who can command a crisiswhen needed, navigate complex legal and privacy disputes, and provide clear-headed strategy in chaotic situations. You will be the key liaison to senior stakeholders, responsible for turning high-stakes challenges into well-managed outcomes.

In this role, you'll get to:

• Mentor and manage specializedTMsfor both IM and DRPA, holding them accountable for team performance, development, and the execution of their specific ownership pillars(e.g.,court matters,incidents, legalescalations, workload management, high-risk cases).
• Serve as the seniorleaderfor Agoda’s response to complex incidents (natural disasters, system outages, political events, etc.), ensuring effective war roomfacilitation and decisive mitigation strategies.
• Oversee the handling of high-risk regulatory investigationsto specific escalations, data privacy matters (e.g.:DataSubjectRightRequest), and multi-jurisdictional legal disputes to minimize financial and brand exposure.
• Serve as the primarypoint of contactand bridge betweeninternal stakeholders(e.g.:Legal, PR, Finance,Product)and externalauthoritiesproviding strategic updates to SLT during severe incidents and ensuring aligned, effective collaboration during high-risk escalations.
• Drive a culture of continuous improvement, moving the team from reactive problem-solving to proactive prevention. You will oversee root cause analysis on critical cases and champion initiatives to automate manual work and streamline complex workflows.
• Champion a high-performance, high-accountability culturewithin the team, using data from KPIs toidentifyand address gaps in team engagement and performance.
• Own and evolve team performance dashboards,leveragingdata visualization tools to surface actionable insights for senior leadership
• Prepare and present strategic performance reviewson the team's health, challenges, and improvement initiatives, using data to tell a compelling story to senior leadership.
• Be thepoint ofescalation for operational challengesimpactingtheteam’sstability and/or operational effectiveness, making decisive calls to resolve bottlenecks, manage crises, and protect both the customer& partnerexperience and Agoda's brand.
• Embrace and drive Agoda's 'experiment and measure' culturebyidentifyingopportunities for process innovation and rigorously testing their impact.
• Be unafraid to ask for help, be willing to fail-fast and willing to take a risk when the need arises.

What you’ll Need to Succeed:

• Significant experiencein incident management, crisis response, legal operations, or privacy advisory within a fast-paced technology environment.
• Ability to remain calm and make rational, decisive judgments in ambiguous situations with limited informationwith amindset that challenges conventional approaches andidentifiesdeep-seeded systemic issues before they escalated.
• Exceptional leadership and people development skills; you know how to coach, motivate, and hold other managers accountable for their teams' performance and development.
• Advanced analytical and investigative mindsetas you areexpected to usedata toidentifythe root cause of complex problems and are comfortable navigating ambiguity where no clear process exists.
• Confidence and communication skills to interact with directors and VPs, manage their expectations, and drive alignment on critical issues.You can articulate complex situations clearly and concisely to a variety of audiences, fromindividual contributorsto executives.
• Experience with data visualization tools (e.g. Tableau,Metabase) and a working knowledge of SQL.
• Fosters a culture grounded in Agoda values andpurpose, role-modelling direct, respectful difficult conversations that set clear expectations, uphold integrity, and support continuous growth for individuals and teams.

It's great if you have:

• A background in managing specialized orL2/3 support teams.
• Formal training or certification in process improvement methodologies (e.g., Six Sigma, Lean).
• Leadership experience in aCrisis, Incident,Risk, Compliance, Trust & SafetyResponseTeamsor Legal Operations role.

Location: We welcome applications from Kuala Lumpur & Bangkok locations only .

Shift/Working Days: Regular Shiftand available for on-call escalation outside business hours during active incidents or crises

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

Wewill keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy .