Regional Service Manager - Customer Experience & Operations

Trip.com; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Trip.com Kuala Lumpur is seeking a Service Manager to lead the MY region's customer service operations, driving quality and globalization across modes. You will oversee day-to-day CS performance, develop leaders, and coordinate with global stakeholders to ensure service levels meet targets and continuously improve customer experience.

Experience in contact center management and English/Malay proficiency are essential, with 5–8 years in leadership roles and a bias for data-driven process

Qualifications

• Minimum of 5–8 years of contact center management experience.
• Excellent verbal and written English and Malay.
• Strong leadership and people management skills.
• COPC, PMP, 6sigma experience is preferred.

Responsibilities

• Lead and develop operation managers with coaching and performance reviews.
• Oversee service operations, KPIs, and cross region CS teams.
• Design annual/quarterly/monthly operation plans with KPI policies.
• Develop workflows and standard procedures for service teams.
• Collaborate with stakeholders to implement changes and improvements.
• Ensure accurate reporting for business reviews and insights.

Skills

Leadership

Stakeholder management

Communication (English)

Communication (Malay)

Problem solving

Tools

Contact center management tools

Monitoring skills

Workforce management

Job description

Trip.com Kuala Lumpur is seeking a Service Manager to lead the MY region's customer service operations, driving quality and globalization across modes. You will oversee day-to-day CS performance, develop leaders, and coordinate with global stakeholders to ensure service levels meet targets and continuously improve customer experience.

Experience in contact center management and English/Malay proficiency are essential, with 5–8 years in leadership roles and a bias for data-driven process