Description
At Agoda, we bridge the world through travel. Our Customer Experience Group (CEG) is at the heart of that mission, making sure every traveler feels taken care of.
As Regional Manager, Operations, based in Yokohama, 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.
Your responsibilities include:
- Building and leading a high-performing team of 8-10 Team Managers
- Driving the execution of the intervention operating model and keeping a close eye on KPIs
- Guiding sound decisions and stepping in personally when needed
- Turning insights into action using data to identify trends and root causes
- Contributing to refining processes, workflows, and ways of working as the team grows and scales
- Building genuine partnerships with other CEG and cross-functional teams
- Keeping your Team Managers and their teams engaged, informed, and motivated
- Preparing and sharing clear, data-driven updates on team performance and improvement initiatives
- Staying agile and adapting plans and priorities as the team learns what works best
- Championing Agoda's values and upholding the highest standards of compliance
To be successful in this role, you'll need:
- Business-level proficiency in English and Japanese (JLPT N1 or equivalent) and/or Korean
- 5 years of people leadership experience, including experience managing managers
- Experience in contact centers, operations, or customer service, handling difficult or frustrating customer situations
- A track record of building, developing, and retaining strong, engaged teams
- 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 and shifting priorities