Regional Ops Leader, Customer Experience

Agoda Company Pte. Ltd.; Kuala Selangor; On-site; MYR 300,000 - 420,000; Full time

Benefits offered by this job

Relocation package

Job summary

Agoda is building a new Regional Manager, Operations role based in Kuala Lumpur to lead a team of 8-10 Team Managers, drive the intervention operating model, and ensure timely, data-driven customer outcomes. This hands-on leadership role focuses on coaching, process improvements, and cross-functional collaboration to improve customer experience across the region.

The successful candidate brings 5+ years of people leadership, strong analytical and communication skills, and a track record of

Qualifications

• 5 years of people leadership experience, including managing managers (Team Managers or equivalent).
• Experience in contact centers, operations, or customer service, handling difficult or frustrating customer situations with care and sound judgement.

Responsibilities

• Build and lead a high-performing team of 8-10 Team Managers.
• Own the day-to-day operations and drive the intervention operating model.
• Guide sound decisions and support Team Managers on complex cases.
• Turn insights into action by analyzing trends and root causes with cross-functional teams.
• Shape processes and workflows as the function scales regionally.
• Build partnerships with cross-functional teams to ensure smooth operations.
• Keep teams engaged, informed, and motivated through change.
• Communicate performance updates to senior stakeholders.
• Stay agile and adapt plans in a fast-evolving environment.
• Uphold Agoda values and compliance in daily work.

Skills

People leadership

Data-driven decision making

Analytical mindset

Stakeholder communication

Problem solving

Agile / Lean mindset

Customer experience

Travel / operations familiarity

Influence without authority

Tools

CRM systems

Data visualization tools

AI-enabled decision tools

Job description

Agoda is building a new Regional Manager, Operations role based in Kuala Lumpur to lead a team of 8-10 Team Managers, drive the intervention operating model, and ensure timely, data-driven customer outcomes. This hands-on leadership role focuses on coaching, process improvements, and cross-functional collaboration to improve customer experience across the region.

The successful candidate brings 5+ years of people leadership, strong analytical and communication skills, and a track record of