Senior Regional Manager – Customer & Partner Operations

About the role

Agoda is seeking a Senior Regional Manager to lead customer and partner operations across multiple countries and sites, based in Yokohama. The role translates corporate strategy into a regional roadmap, ensuring high‑quality service delivery, efficiency and resilience at scale.

Key responsibilities

• Lead multi‑site, multi‑country customer operations, including in‑house teams and BPO partners.
• Own end‑to‑end regional outcomes such as service quality, efficiency, resiliency and cost to serve.
• Balance trade‑offs across capacity, language coverage, channel mix, routing and vendor strategy.
• Translate Customer Experience Group strategy into a 12‑18 month regional roadmap and prioritize initiatives with measurable impact.
• Anticipate demand shifts and drive proactive regional adjustments.
• Scale adoption of tools, technologies and best practices, institutionalising experimentation and operational rigor.
• Develop standardized playbooks for surge, business continuity and knowledge governance.
• Serve as the regional point of contact for performance, risks and initiatives, collaborating with WFM, QA, Training, Analytics, Product/Tech, Policy and Commercial partners.

Required profile

Required skills