Regional Manager, Flight Operations & CX Leadership

Agoda Company Pte. Ltd.; Kuala Lumpur; On-site; MYR 156,000 - 246,000; Full time

Job summary

Agoda Company Pte. Ltd. in Kuala Lumpur is seeking a Regional Manager, Operations to build and lead a new CX intervention team. You will coach 8-10 Team Managers, shape daily operations, and ensure timely, customer-centric outcomes.

This hands-on leader will use data to spot trends, drive improvements, and partner with cross-functional teams across Agoda’s Customer Experience Group. Local and international candidates are welcome; relocation support is provided.

Qualifications

• 5 years of people leadership experience, including managing managers
• Experience in contact centers, operations, or customer service
• Prior experience in airline/flight industry with GDS exposure
• Business-level English (spoken and written)
• Strong analytical skills and comfort with data-driven decision making

Responsibilities

• Lead and coach a team of 8-10 Team Managers, ensuring performance and growth
• Drive the day-to-day intervention operating model, monitor KPIs, course-correct quickly
• Provide hands-on support for cases requiring extra care and ensure fair policy application
• Turn insights into action by analyzing trends and partnering with cross-functional teams
• Shape processes and ways of working as the team scales regionally
• Build partnerships with other CEG and cross-functional teams to maintain smooth operations
• Keep Team Managers and teams engaged, informed, and motivated during growth
• Communicate data-driven updates on performance to senior stakeholders
• Stay agile in a fast-moving environment and uphold Agoda values

Skills

People leadership

Analytics

Data-driven decisions

English proficiency

Tools

AI-enabled tools

Job description

Agoda Company Pte. Ltd. in Kuala Lumpur is seeking a Regional Manager, Operations to build and lead a new CX intervention team. You will coach 8-10 Team Managers, shape daily operations, and ensure timely, customer-centric outcomes.

This hands-on leader will use data to spot trends, drive improvements, and partner with cross-functional teams across Agoda’s Customer Experience Group. Local and international candidates are welcome; relocation support is provided.