Senior Regional Manager, Customer Partner Operations

About the role

Agoda is seeking a Senior Regional Manager to lead Customer Partner Operations across multiple countries and sites, based in Seoul. The role is responsible for translating company strategy into a regional roadmap and ensuring high‑quality, resilient service delivery at scale.

Key responsibilities

• Lead multi‑site, multi‑country customer operations, including in‑house and BPO partners.
• Own end‑to‑end regional outcomes such as service quality, efficiency, resiliency, and cost to serve.
• Balance cross‑site trade‑offs across capacity, language coverage, channel mix, routing, and vendor strategy.
• Translate CEG strategy into a 12–18 month regional roadmap and prioritize initiatives with measurable impact.
• Anticipate demand shifts (seasonality, launches, policy or regulatory changes) and drive proactive regional adjustments.
• Sponsor and govern cross‑site initiatives to ensure consistency and scalability.
• Scale adoption of tools, technologies, and best practices across sites.
• Institutionalize experimentation standards, operational rigor, and learning across the regional leadership team.
• Strengthen regional resiliency through standardized playbooks (e.g., surge, BCP, knowledge governance).
• Serve as the regional “go‑to” for customer operations performance, risks, and initiatives, collaborating with WFM, QA, Training, Analytics, Product/Tech, Policy, and Commercial partners.

Required profile

• Accountable for end‑to‑end performance of a regional customer/partner operations area.
• Ability to translate company strategy into a cohesive regional roadmap.
• Experience balancing cross‑site trade‑offs and driving consistent service delivery.

Required skills