Regional Operations Lead, Customer Experience

Agoda Company Pte. Ltd.; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Benefits offered by this job

Relocation package

Global team exposure

Job summary

Agoda is seeking a Regional Manager, Operations based in Kuala Lumpur. You will lead a team of 8-10 Team Managers, ensure timely and compassionate handling of customer issues, and scale the new function across the region. This hands-on leader will shape processes, coach managers, and use data to improve outcomes.

Open to local and international candidates with relocation package. You will collaborate with the Customer Experience Group (CEG) and cross-functional teams to deliver high-quality

Qualifications

• Business-level English (spoken and written).
• 5 years of people leadership experience, including managing managers.
• Proven track record of building and retaining strong teams.
• Experience in contact centers, operations, or customer service.
• Strong analytical skills and experience with data/AI-enabled tools.
• Excellent listening, critical thinking and problem-solving.

Responsibilities

• Build and lead a high-performing team of Team Managers and their teams.
• Own the day-to-day operations and monitor KPIs.
• Guide sound decisions and policy exceptions with care.
• Turn insights into action by analyzing data and driving improvements.
• Help shape how we work as the team scales regionally.
• Build genuine partnerships with cross-functional teams.
• Bring your team along for the journey and keep them engaged.
• Tell data-driven stories with updates to senior stakeholders.
• Stay agile in a fast-moving environment and adapt plans.
• Champion Agoda's values and ensure compliance.

Skills

English proficiency

People leadership

Team development

Contact center experience

Analytical skills

Data-driven decisions

Job description

Agoda is seeking a Regional Manager, Operations based in Kuala Lumpur. You will lead a team of 8-10 Team Managers, ensure timely and compassionate handling of customer issues, and scale the new function across the region. This hands-on leader will shape processes, coach managers, and use data to improve outcomes.

Open to local and international candidates with relocation package. You will collaborate with the Customer Experience Group (CEG) and cross-functional teams to deliver high-quality