Senior Regional Manager, Customer/ Partner Operations (Based in Seoul)
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Key skills for this role
About the Role
Agoda seeks a Senior Regional Manager for Customer/Partner Operations based in Seoul, responsible for end-to-end performance of a regional customer operations area spanning multiple countries.
Key Skills for This Role
Responsibilities
- Lead multi site, multi country customer operations (including inhouse and BPO partners)
- Own end to end regional outcomes including service quality, efficiency, resiliency, and cost to serve
- Balance cross site tradeoffs across capacity, language coverage, channel mix, routing, and vendor strategy
- Translate CEG strategy into a 12–18 month regional roadmap, prioritizing initiatives that deliver measurable impact
- Anticipate demand shifts and lead proactive regional adjustments
- Scale adoption of tools, technologies, and best practices across sites
- Strengthen regional resiliency through standardized playbooks (e.g. surge, BCP, knowledge governance)
- Serve as regional go to for customer operations performance, risks, and initiatives
- Lead through Regional Managers and/or Vendor Managers, setting high bar for performance management
- Design and evolve regional org structures, language pools, and shift strategies to meet KPIs
- Build successor ready pipelines and develop future senior leaders
Requirements
- Excellent spoken and written Korean skills, and business level of English
- Extensive demonstrated experience leading large scale, multisite or multi country operations
- Proven ability to own regional outcomes and manage complexity across markets and partners
- Strategic thinking combined with operational execution excellence with strong analytical and experimentation mindset
- Advanced stakeholder management and influencing skills, including Senior Leadership exposure
- Track record of developing leaders and building resilient organizations
Full Job Posting
About The Role
- The Senior Regional Manager is accountable for end to end performance of a regional customer/partner operations area, typically spanning multiple countries, sites, or vendor partners
- Translates company strategy into a cohesive regional roadmap, balances cross site tradeoffs, and ensures consistent, high quality service delivery at scale
- Acts as the regional authority on customer operations performance, risks, and improvement initiatives, while developing strong leadership benches and resilient operating models
Regional & Operational Ownership
- Lead multi site, multi country customer operations (including inhouse and BPO partners where applicable)
- Own end to end regional outcomes, including service quality, efficiency, resiliency, and cost to serve
- Balance cross site tradeoffs across capacity, language coverage, channel mix, routing, and vendor strategy
Strategy & Roadmap
- Translate CEG strategy into a 12–18 month regional roadmap, prioritizing initiatives that deliver measurable customer and business impact
- Anticipate demand shifts (seasonality, launches, policy or regulatory changes) and lead proactive regional adjustments
- Sponsor and govern cross site initiatives to ensure consistency and scalability
Improvement, Innovation & Resiliency
- 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)
Stakeholder Leadership
- Serve as the regional go to for customer operations performance, risks, and initiatives
- Bring together WFM, QA, Training, Analytics, Product/Tech, Policy, and Commercial partners to land regionwide solutions
- Communicate regional performance, scenarios, and recommendations to senior stakeholders with minimal supervision
People & Organization Leadership
- Lead through Regional Managers and/or Vendor Managers, setting a high bar for performance management and leadership capability
- Design and evolve regional org structures, language pools, and shift strategies to meet KPIs
- Build successor ready pipelines, enable cross site talent mobility, and develop future senior leaders
- Address underperformance decisively, fairly, and in line with Agoda values
What You'll Bring
- Must have excellent spoken and written Korean skills, and Business level of English
- Extensive demonstrated experience leading large scale, multisite or multi country operations
- Proven ability to own regional outcomes and manage complexity across markets and partners
- Strategic thinking combined with operational execution excellence with strong analytical and experimentation mindset
- Demonstrated ability and willingness to dive into detail to understand issue complexity, propose actionable plans, and collaborate effectively with stakeholders
- Advanced stakeholder management and influencing skills, including Senior Leadership exposure
- A track record of developing leaders and building resilient organizations
Nice to Have
- Experience managing outsourced/vendor operations at scale
- Deep exposure to regulatory complex or high growth markets
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