Regional Manager - Operations (Based in Yokohama)
Core
Lead a new team of Team Managers to intervene in difficult customer experiences, ensuring high-quality outcomes and driving operational improvements for Agoda travelers.
Role type
Senior people leader (Regional Manager) building a new operations function
Builds
A new intervention team and operating model for customer care
Domain
Travel industry, customer operations, contact center management
Required skills
People leadership (managing managers), contact center/operations experience, data analysis, problem-solving, stakeholder communication, process improvement
Preferred skills
Travel operations experience, building new teams/functions, Agile/Lean/Six Sigma, CRM/Workforce management tools, predictive analytics
Technologies
CRM, contact center software, workforce management tools, data visualization tools, AI-enabled 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; analyze 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