Regional Manager, Flight Operations & Customer Care

Careersatagoda; Kuala Lumpur; On-site; MYR 180,000 - 320,000; Full time

Job summary

Agoda in Kuala Lumpur is seeking a Regional Manager, Operations to build and lead a brand-new team of 8-10 Team Managers, driving a robust intervention operating model and strong KPI performance in a fast-evolving environment.

You will coach and develop managers, partner with cross-functional teams, and scale processes while upholding Agoda’s values. Relocation assistance is available for the right candidate.

Qualifications

• Business-level English proficiency in speaking and writing.
• 5 years of people leadership experience, including managing managers.
• Proven ability to build and retain strong teams.
• Experience in contact centers, operations or customer service with difficult cases.
• Prior airline/flight industry exposure and GDS knowledge is a plus.
• Strong analytical skills and use of data/AI tools to coach others.
• Excellent listening, critical thinking and problem solving.
• Confidence presenting to senior stakeholders.
• Comfort with ambiguity and evolving team dynamics.
• Knowledge of travel-related operations.

Responsibilities

• Build and lead a high-performing team of 8-10 Team Managers and ensure accountability.
• Drive day-to-day execution of the intervention operating model and monitor KPIs.
• Guide decisions and provide hands-on support for escalated cases.
• Turn insights into action by analyzing trends and collaborating with cross‑functional teams.
• Refine processes, workflows, and ways of working as the team scales regionally.
• Collaborate with other teams to keep operations running smoothly.
• Keep teams engaged, informed and motivated during growth.
• Share clear, data-driven updates on performance and improvements with senior stakeholders.
• Stay agile in a fast-moving environment while upholding Agoda’s values.

Skills

Business-level English

People leadership

Team coaching

Customer service operations

Airline/flight industry experience

Data-driven decision making

Stakeholder communication

Ambiguity management

Travel operations knowledge

Job description

Agoda in Kuala Lumpur is seeking a Regional Manager, Operations to build and lead a brand-new team of 8-10 Team Managers, driving a robust intervention operating model and strong KPI performance in a fast-evolving environment.

You will coach and develop managers, partner with cross-functional teams, and scale processes while upholding Agoda’s values. Relocation assistance is available for the right candidate.