Regional Manager, Flights (Based in Kuala Lumpur)
Agoda · Kuala Lumpur
Full-timeonsiteleadOperationsOperations
รายละเอียดงาน / Description
Based in Malaysia, this leadership role directs customer experience operations for flight services across the region. The position focuses on guiding frontline team managers, resolving critical traveler escalations, and optimizing operational workflows through data-informed strategies. Successful candidates will lead continuous improvement initiatives, collaborate cross-functionally, and enhance service delivery within a rapidly scaling international travel platform.
หน้าที่ความรับผิดชอบ / Responsibilities
- Lead, mentor, and evaluate a team of managers overseeing customer intervention operations.
- Ensure operational performance targets, quality benchmarks, and service timelines are consistently met.
- Provide guidance on complex customer cases and ensure policy exceptions are applied consistently.
- Analyze escalation trends and root causes to execute sustainable operational enhancements.
- Partner with cross-functional departments to streamline ways of working as the team expands.
- Prepare and deliver regular data-driven performance updates to senior executive stakeholders.
คุณสมบัติ / Qualifications
- At least five years of people leadership experience, including direct experience managing other managers.
- Background in customer support, contact centers, or operational environments handling critical escalations.
- Professional experience within the flight or airline sector alongside exposure to Global Distribution Systems.
- Strong analytical abilities with proficiency in utilizing data and AI tools to inform decisions.
- Excellent communication and presentation skills with professional fluency in English.
- Current residency in or willingness to relocate to Kuala Lumpur.
ทักษะที่ต้องการ / Required skills
- Team Leadership
- People Management
- Customer Service Operations
- Global Distribution Systems
- Contact Center Operations
- Root Cause Analysis
- Data Analysis
- Escalation Management
- Stakeholder Management
ทักษะเพิ่มเติม / Nice to have
- Agile
- Lean Six Sigma
- PMP
- Predictive Analytics
- Workforce Management
- CRM Systems
- Data Visualization
สวัสดิการ / Benefits
- Relocation assistance package provided for eligible candidates