Associate Director - Operations (KUL based only)
Agoda · Kuala Lumpur
Full-timeonsiteexecutiveOperationsOperations
รายละเอียดงาน / Description
Based in Malaysia, this leadership role focuses on establishing and scaling an entirely new customer escalation and incident operations unit from the ground up. You will design the operational model, lead dedicated support interventions for high-touch customer scenarios, and turn critical insights into system-wide improvements. Collaborating with executive leadership, the position empowers you to cultivate high-performing teams while ensuring travelers receive world-class care.
หน้าที่ความรับผิดชอบ / Responsibilities
- Design and establish the operating structure and intervention criteria for a newly formed team
- Direct escalations and high-touch customer support cases to ensure optimal resolutions
- Partner across business functions to translate operational learnings into lasting product and service improvements
- Utilize data analysis to continuously refine team methodologies and service efficiency
- Guide managers and personnel through organizational changes and team growth
- Report strategic operational insights and team progress to senior executives
คุณสมบัติ / Qualifications
- At least ten years of operational or contact center leadership managing multi-tiered teams
- Background working within travel operations or related industry sectors
- Proven history of building, scaling, and structuring new departments from scratch
- Strong analytical abilities with a proven track record of data-informed decision making
- Exceptional stakeholder management, communication, and executive presentation capabilities
- Full professional fluency in spoken and written English
ทักษะที่ต้องการ / Required skills
- Operations Management
- Customer Experience
- Team Leadership
- Incident Escalation
- Data Analysis
- Stakeholder Management
- Strategic Planning
- Change Management
ทักษะเพิ่มเติม / Nice to have
- Agile
- CRM Software
- Workforce Management
- Data Visualization
- Predictive Analytics
- AI Tools
- Travel Tech
- Fintech
สวัสดิการ / Benefits
- Relocation support package for candidates moving to Kuala Lumpur