Regional Manager, Operations - Accommodation (Based in Kuala Lumpur)
Agoda · Kuala Lumpur
Full-timeonsiteleadOperationsOperations
รายละเอียดงาน / Description
Based in Malaysia, this leadership role focuses on establishing and scaling an operational intervention function within Agoda's customer experience division. You will guide and mentor a team of frontline managers tasked with resolving complex accommodation challenges for travelers across the region. The position involves leveraging data insights to refine workflows, driving continuous operational improvements, and collaborating across global teams to deliver exceptional support outcomes.
หน้าที่ความรับผิดชอบ / Responsibilities
- Lead, coach, and support a team of Team Managers handling escalated customer issues.
- Oversee daily operational execution, monitoring key performance metrics and rectifying gaps quickly.
- Act as an escalation point for delicate cases while ensuring fair and consistent policy application.
- Analyze performance trends to uncover root causes and partner with cross-functional teams on long-term solutions.
- Refine operating procedures and workflows as the regional function expands.
- Deliver clear, data-informed updates and progress reports to senior leadership.
คุณสมบัติ / Qualifications
- At least 5 years of people leadership experience, including managing other team leaders.
- Solid background in contact center operations, customer support, or handling sensitive dispute resolutions.
- Professional-level fluency in English with effective executive presentation abilities.
- Strong analytical acumen with comfort using data and AI-enabled tools to guide decisions.
- Proven adaptability and problem-solving skills in high-growth, ambiguous environments.
- Familiarity with travel industry workflows or hospitality operations.
ทักษะที่ต้องการ / Required skills
- People Management
- Operations Management
- Contact Center Operations
- Root Cause Analysis
- Stakeholder Communication
- Critical Thinking
- Data Analysis
ทักษะเพิ่มเติม / Nice to have
- Escalation Management
- Agile
- Lean Six Sigma
- PMP
- Workforce Management
- Data Visualization
- Predictive Analytics
สวัสดิการ / Benefits
- Comprehensive relocation package for qualified local and international hires.