Regional Manager - Operations (Based in Yokohama)
Core
Lead a new team of Team Managers handling difficult customer experiences and escalations for Agoda's travel platform.
Role type
Senior people leader (Regional Manager, Operations)
Builds
A new intervention/escalation team and operating model
Domain
Travel / Customer Support Operations
Required skills
People leadership (managing managers), contact center operations, data analysis, problem-solving, stakeholder communication, process improvement, travel industry knowledge
Preferred skills
Building new teams/functions, Agile/Lean/Six Sigma, CRM/Workforce management tools, predictive analytics/AI, additional languages (Korean)
Responsibilities
Manage and coach 8-10 Team Managers, drive intervention operating model execution, guide complex customer cases, analyze trends to drive improvements, refine workflows, partner with cross-functional teams, present data-driven updates to stakeholders
Seniority
Senior, hands-on IC