Regional Manager, Customer Experience Operations

Careersatagoda; Kuala Lumpur; On-site; MYR 190,000 - 280,000; Full time

Benefits offered by this job

Relocation package

Job summary

Agoda in Kuala Lumpur is seeking a Regional Manager, Operations to lead a newly formed team of 8–10 Team Managers, coach their growth, and drive KPI performance in a fast-evolving travel support environment.

You will use data to identify trends, shape interventions, partner with cross-functional teams, and ensure timely, fair outcomes for customers. Relocation support is provided for the right candidate; local and international applicants are welcome.

Qualifications

• 5 years of people leadership experience, including managing managers.
• Strong analytical skills and comfort using data and AI-enabled tools to sharpen decisions.
• Confidence communicating with and presenting to senior stakeholders.
• Working knowledge of travel-related operations.
• Based in or willing to relocate to Bangkok or Kuala Lumpur.

Responsibilities

• Build a high-performing team of 8–10 Team Managers and develop their growth.
• Drive the intervention operating model and monitor KPIs, spotting gaps early.
• Guide sound decisions and support Team Managers on cases needing extra care.
• Turn insights into action by using data to identify trends and drive improvements.
• Refine processes and workflows as the team scales across the region.
• Build partnerships with cross-functional teams to keep operations running smoothly.
• Keep Team Managers and their teams engaged and informed as the function grows.
• Prepare data-driven updates on performance and improvement initiatives for senior stakeholders.
• Stay agile in a fast-moving environment and adapt priorities as needed.
• Uphold Agoda's values and ensure compliance in daily work.

Skills

People leadership

Analytical skills

Data-driven decision making

Communication with senior stakeholders

Problem solving

Tools

CRM software

Contact center systems

Workforce management

Data visualization tools

Job description

Agoda in Kuala Lumpur is seeking a Regional Manager, Operations to lead a newly formed team of 8–10 Team Managers, coach their growth, and drive KPI performance in a fast-evolving travel support environment.

You will use data to identify trends, shape interventions, partner with cross-functional teams, and ensure timely, fair outcomes for customers. Relocation support is provided for the right candidate; local and international applicants are welcome.