Regional Manager, Operations (Based in Yokohama)
Core
Leading the Japanese language customer service team to provide real-time support across voice, email, chat, and back-office activities for Agoda's global customers.
Role type
Senior IC Regional Manager, Operations (Customer Support)
Builds
Customer support operations and service quality for the Japanese market
Domain
Travel / E-commerce / Customer Support
Deliverable
client delivery
Required skills
People leadership, operational management, data-driven problem solving, change management, stakeholder management, strategic planning, performance management, cross-functional collaboration, agile methodology
Preferred skills
Project management (PMP, Six Sigma, COPC), travel industry experience, online travel knowledge
Responsibilities
Lead diverse teams across markets with unique requirements and regulations; guide teams through changes in technology, processes, and business priorities; identify and drive solutions for regions using an agile, data-driven approach; present results and propose solutions to senior leaders; review customer feedback and QA insights to identify improvement opportunities
Seniority
Senior, hands-on IC