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.
As Regional Manager, Flights, you will 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. You will play a critical role in bringing the vision for this new function to life day by day: coaching your Team Managers, driving consistent performance, and making sure your team delivers thoughtful, timely outcomes for the customers who need us most.
Responsibilities:
- Build and Lead a High-Performing Team: Manage, coach, and develop a team of 8-10 Team Managers, holding them accountable for performance, quality, and the growth of their own teams.
- Own the Day-to-Day: Drive the execution of our intervention operating model, keeping a close eye on KPIs, spotting gaps early, and course-correcting quickly.
- Guide Sound Decisions: Be a point of support for your Team Managers on cases that need extra care, stepping in personally when needed.
- Turn Insights Into Action: Use data to identify trends and root causes across intervention cases, and partner with the Associate Director and cross-functional teams to drive lasting improvements.
- Help Shape How We Work: Contribute to refining processes, workflows, and ways of working as the team grows and scales across the region.
- Build Genuine Partnerships: Work closely with other CEG and cross-functional teams to keep operations running smoothly.
- Bring Your Team Along for the Journey: Keep your Team Managers and their teams engaged, informed, and motivated as the function continues to take shape.
- Tell a Compelling Story: Prepare and share clear, data-driven updates on team performance and improvement initiatives with senior stakeholders.
- Stay Agile: Thrive in a fast-moving, evolving environment, adapting plans and priorities as the team learns what works best.
- 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
- 5 years of people leadership experience, including experience managing managers (Team Managers or equivalent)
- 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
- Prior experience in the airline/flight industry. Exposure to Global Distribution Systems (GDS).
- Strong analytical skills and comfort using data and AI-enabled tools to sharpen decisions, speed up work, and coach others to do the same
- Excellent listening, critical thinking, and problem-solving skills, with great attention to detail
- 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
- Based in or willing to relocate to Bangkok or Kuala Lumpur