Regional Manager, Flights — Interventions & Ops Lead (KL)

Agoda Company Pte. Ltd.; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Job summary

Agoda Company Pte. Ltd. seeks a Regional Manager, Flights based in Kuala Lumpur to build and lead a new regional team. You will coach 8–10 Team Managers, drive KPI performance, ensure thoughtful customer outcomes, and partner with cross-functional teams to scale operations.

You will analyze data to uncover root causes, shape processes, and communicate progress to senior stakeholders, while embodying Agoda values and delivering high-impact service.

Qualifications

• 5 years of people leadership experience, including managing managers.
• Experience in contact centers, operations, or customer service preferred.
• Prior airline/flight industry exposure is advantageous.

Responsibilities

• Build and lead a high-performing team of 8–10 Team Managers with accountability for performance and growth.
• Own day-to-day operations and drive KPI execution with quick course corrections.
• Guide case decisions, ensure policy consistency, and protect customer trust.
• Turn insights into action by using data to identify trends and drive improvements.
• Help shape processes, workflows, and ways of working as the team scales regionally.
• Forge strong partnerships with cross-functional teams to maintain smooth operations.
• Keep teams engaged and informed as the function matures.
• Present data-driven updates on performance and improvement initiatives to senior leaders.
• Stay agile in a fast-moving environment and advocate Agoda values.

Skills

People leadership

Flight industry knowledge

Data-driven decisions

Stakeholder management

English proficiency

Cross-functional collaboration

Job description

Agoda Company Pte. Ltd. seeks a Regional Manager, Flights based in Kuala Lumpur to build and lead a new regional team. You will coach 8–10 Team Managers, drive KPI performance, ensure thoughtful customer outcomes, and partner with cross-functional teams to scale operations.

You will analyze data to uncover root causes, shape processes, and communicate progress to senior stakeholders, while embodying Agoda values and delivering high-impact service.