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.