Regional Customer Service Manager - Customer Satisfaction & Incidents (CSI)
Core
Lead Agoda's Customer Experience Group Incident Management and Dispute Resolution & Privacy Advisory teams to handle complex technical/non-technical incidents, legal disputes, and privacy matters.
Role type
Senior Regional Customer Service Manager (Incident & Dispute Resolution)
Builds
Unified response framework for crisis management, dispute resolution, and privacy advisory across multiple jurisdictions.
Domain
Travel Technology / Legal Operations / Crisis Management
Deliverable
Production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Incident management, crisis response, legal operations, privacy advisory, team leadership, root cause analysis, data visualization, SQL, stakeholder management, regulatory investigation
Preferred skills
L2/3 support team management, Six Sigma, Lean, Crisis/Risk/Compliance/Trust & Safety experience
Technologies
Tableau, Metabase, SQL
Responsibilities
Mentor and manage specialized Team Managers for Incident Management and Dispute Resolution & Privacy Advisory; Serve as senior leader for complex incident response (natural disasters, system outages, political events); Oversee high-risk regulatory investigations and multi-jurisdictional legal disputes; Act as primary liaison between internal stakeholders and external authorities; Drive continuous improvement and automation initiatives; Own and evolve team performance dashboards; Prepare strategic performance reviews for senior leadership; Resolve operational bottlenecks and manage crises.
Seniority
Senior, hands-on IC with leadership responsibilities
