Regional Operations Lead — Customer Experience & Growth

Agoda Company Pte. Ltd.; Kuala Lumpur; Presencial; MYR 240.000 - 360.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Relocation package

Descripción de la vacante

Agoda is seeking a Regional Manager, Operations, Accommodation based in Kuala Lumpur to build and lead a new customer experience function. You will coach Team Managers, drive KPI performance, and ensure timely, thoughtful outcomes for frustrated customers.

This hands-on leadership role requires data-driven decision making, strong stakeholder communication, and experience managing managers in contact-center or operations settings. Relocation support is available for the right candidate.

Formación

• 5 years of people leadership experience, including management of managers.
• Experience in contact centers, operations, or customer service.
• Strong analytical skills and data-driven decision making.
• Excellent listening, communication, and stakeholder management.
• Ability to coach and retain high‑performing teams.

Responsabilidades

• Build and lead a high-performing team of 8–10 Team Managers with accountability for performance and growth.
• Own the day-to-day operations, drive KPI execution, and identify gaps early.
• Guide decisions, supporting teams on complex cases with fair policy application.
• Turn insights into action by analyzing trends and root causes with cross-functional partners.
• Refine processes and workflows as the team scales across the region.
• Collaborate with CEG and cross-functional Teams to ensure smooth operations.
• Keep teams engaged and informed as the function evolves.
• Prepare data-driven updates on performance for senior stakeholders.

Conocimientos

People leadership

Analytical skills

Stakeholder management

Managing managers

Data-driven decisions

Customer focus

Ambiguity handling

Travel/operations knowledge

Herramientas

CRM software

Contact center tools

Workforce management

Data visualization tools

Descripción del empleo

Agoda is seeking a Regional Manager, Operations, Accommodation based in Kuala Lumpur to build and lead a new customer experience function. You will coach Team Managers, drive KPI performance, and ensure timely, thoughtful outcomes for frustrated customers.

This hands-on leadership role requires data-driven decision making, strong stakeholder communication, and experience managing managers in contact-center or operations settings. Relocation support is available for the right candidate.