# Regional Customer Service Manager - Customer Satisfaction & Incidents (CSI)

**Company**: Agoda
**Location**: Bangkok, Kuala Lumpur
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/agoda/jobs/7965133?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_ab47f4b3-8ab

## Description

This is a high-impact leadership opportunity for a Regional Customer Service Manager to lead Agoda's Customer Experience Group (CEG) Incident Management (IM) & Dispute Resolution & Privacy Advisory (DRPA) teams.

The role involves leading a team of Team Managers who handle complex technical/non-technical incidents and sophisticated legal, privacy, and regulatory disputes. The goal is to create a unified, world-class response framework that applies consistent principles of risk management, stakeholder communication, and operational excellence across both incident and dispute resolution.

Key responsibilities include:

- Mentoring and managing specialized Team Managers for both IM and DRPA

- Serving as the senior leader for Agoda's response to complex incidents

- Overseeing the handling of high-risk regulatory investigations and data privacy matters

- Serving as the primary point of contact and bridge between internal stakeholders and external authorities

- Driving a culture of continuous improvement and proactive prevention

- Championing a high-performance, high-accountability culture within the team

- Owning and evolving team performance dashboards

- Preparing and presenting strategic performance reviews

- Being the point of escalation for operational challenges

- Embracing and driving Agoda's 'experiment and measure' culture

The ideal candidate will have significant experience in incident management, crisis response, legal operations, or privacy advisory within a fast-paced technology environment. They will possess exceptional leadership and people development skills, advanced analytical and investigative mindset, and confidence and communication skills to interact with directors and VPs.

## Skills

### Required
- incident management
- crisis response
- legal operations
- privacy advisory
- leadership
- people development
- analytical skills
- communication skills
- data visualization tools
- SQL

### Nice to have
- background in managing specialized or L2/3 support teams
- formal training or certification in process improvement methodologies
- leadership experience in a Crisis, Incident, Risk, Compliance, Trust & Safety Response Teams or Legal Operations role

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/agoda/jobs/7965133?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)