Description
At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
This is an exciting opportunity to help build and grow a brand-new team from the ground up. As Regional Manager, Operations, you'll report directly to the Associate Director, Operations, and lead a group of Team Managers who step in early with customers who've had a difficult or frustrating experience.
In this role, you'll get to:
- Build and lead a high-performing team of 8-10 Team Managers
- Drive the execution of our intervention operating model, keeping a close eye on KPIs, spotting gaps early, and course-correcting quickly
- Guide sound decisions and be a point of support for your Team Managers on cases that need extra care
- Turn insights into action using data to identify trends and root causes across intervention cases
- Help shape how we work and contribute to refining processes, workflows, and ways of working as the team grows and scales across the region
- Build genuine partnerships with other CEG and cross-functional teams to keep operations running smoothly
- Bring your team along for the journey and keep them engaged, informed, and motivated
- Tell a compelling story and prepare clear, data-driven updates on team performance and improvement initiatives with senior stakeholders
- Stay agile and thrive in a fast-moving, evolving environment
- Champion our values and uphold the highest standards of compliance
What you'll bring:
- Business-level proficiency, spoken and written in English
- 5 years of people leadership experience, including experience managing managers
- A track record of building, developing, and retaining strong, engaged teams
- Experience in contact centers, operations, or customer service, handling difficult or frustrating customer situations with care and sound judgment
- Strong analytical skills and comfort using data and AI-enabled tools
- Excellent listening, critical thinking, and problem-solving skills
- Confidence communicating with and presenting to senior stakeholders
- Comfort navigating ambiguity, shifting priorities, and the energy of a growing, evolving team
- Working knowledge of, or experience in, travel-related operations
Nice to have:
- Experience in a similar intervention, escalation, or specialist team
- Experience working in or helping build a new team or function, especially in travel, e-commerce, or fintech
- Familiarity with Agile, Lean, or Six Sigma ways of working, or a certification such as PMP
- Hands-on experience with CRM, contact center, workforce management, or data visualization tools
- Exposure to predictive analytics or AI-driven tools
- Additional language skills