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. Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe.
The Customer Support Team at Agoda provides in-person, real-time help around the clock and in 38 languages. As Associate Director, Operations, you will lead the creation of a brand-new team, reporting directly to the Director of Escalation and Incident Operation. You will design the operating model, shape how the team identifies and responds to key moments, and build a regional organization that will grow and scale over time.
In this role, you will:
- Build something new: Shape the operating model, response criteria, and structure of a growing team from day one.
- Make a real difference: Lead timely, thoughtful intervention on cases that need extra care, always putting yourself in the customer's shoes to find the right outcome.
- Drive meaningful change: Partner with teams across the business to turn what we learn from these moments into lasting improvements.
- Lead with curiosity: Use data and real results to keep refining and improving how the team operates.
- Lead your team through change: Guide your people through the change that comes with building something new.
- Create a culture you're proud of: Shape the identity, values, and ways of working for a brand-new team from the very start.
- Thrive in fast-moving environments: Stay calm, clear, and confident even as plans evolve.
- Tell a compelling story: Share progress and insights with senior stakeholders in a way that builds confidence and support for your team's work.
- Champion our values: Uphold the highest standards of compliance and bring Agoda's mission and values to life every day.
Requirements:
- Business-level proficiency, spoken and written, in English
- 10+ years of leadership experience in contact center, operations, or customer service
- Working knowledge of, or experience in, travel-related operations
- A track record of building and scaling teams or functions from the ground up
- Strong analytical skills and comfort using data to guide decisions
- Excellent listening, critical thinking, and problem-solving skills
- Confidence presenting to and engaging senior leadership
- Comfort navigating ambiguity, shifting priorities, and the energy of a fast-paced, evolving environment
- Based in or willing to relocate to Kuala Lumpur, Malaysia