Regional Manager, Operations - Accommodation (Based in Bangkok or Kuala Lumpur)
Core
Lead a new team of Team Managers to intervene in difficult customer experiences, ensuring timely resolutions and driving operational improvements for travelers.
Role type
Senior people leader (Regional Manager) building a new operations function
Builds
A new intervention team and operating model for customer experience recovery
Domain
Travel / Customer Experience Operations
Required skills
People leadership (managing managers), contact center operations, data analysis, problem-solving, stakeholder communication, process improvement
Preferred skills
Building new teams/functions, Agile/Lean/Six Sigma, CRM/Workforce management tools, predictive analytics, additional languages
Technologies
AI-enabled tools, CRM, data visualization tools
Responsibilities
Manage and coach a team of 8-10 Team Managers; drive execution of the intervention operating model and monitor KPIs; guide decisions on complex customer cases; use data to identify trends and root causes; refine processes and workflows; partner with cross-functional teams; present data-driven updates to senior stakeholders.
Seniority
Senior, hands-on IC building a new function