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 Yokohama. The role translates company strategy into a regional roadmap, balances cross‑site trade‑offs, and ensures high‑quality service delivery at scale.

Key responsibilities

• Lead multi‑site, multi‑country customer operations, including in‑house and BPO partners.
• Own regional outcomes such as service quality, efficiency, resiliency, and cost to serve.
• Balance capacity, language coverage, channel mix, routing, and vendor strategy.
• Translate CEG strategy into a 12‑18 month roadmap and prioritize initiatives with measurable impact.
• Anticipate demand shifts and drive proactive regional adjustments.
• Scale adoption of tools, technologies, and best practices across sites.
• Institutionalize experimentation standards and operational rigor.
• Strengthen resiliency through standardized playbooks (e.g., surge, BCP, knowledge governance).
• Serve as the regional authority on performance, risks, and improvement initiatives.
• Collaborate with WFM, QA, Training, Analytics, Product/Tech, Policy, and Commercial partners to deliver region‑wide solutions.

Required profile

• Senior leader with proven experience managing multi‑site, multi‑country customer or partner operations.
• Strong ability to translate strategy into actionable regional plans.
• Demonstrated capability to balance operational trade‑offs and drive performance improvements.
• Experience developing leadership benches and resilient operating models.

Required skills

What we offer

• Opportunity to shape regional operations for a global travel platform.
• Collaborative environment with cross‑functional teams.
• Competitive compensation and benefits.