Senior Regional Manager Customer Partner Operations Based In Yokohama

About Agoda

About the Team and Role

Regional and Operational Ownership

• Lead multisite and multicountry customer operations, including in-house and BPO partners where applicable.
• Own service quality, efficiency, resilience, and cost-to-serve outcomes across the region.
• Balance capacity, language coverage, channel mix, routing, and vendor strategy across sites.

Strategy and Improvement

• Translate company strategy into a 12–18 month regional roadmap with measurable customer and business impact.
• Anticipate seasonality, launches, policy changes, and regulatory changes, then lead proactive adjustments.
• Scale tools and best practices, govern cross-site initiatives, and standardize operational playbooks.
• Institutionalize experimentation, operational rigor, learning, and resilience across the regional leadership team.

Stakeholder and People Leadership

• Coordinate WFM, QA, training, analytics, product and technology, policy, and commercial partners.
• Communicate performance, scenarios, risks, and recommendations to senior stakeholders.
• Lead through Regional Managers and Vendor Managers while developing leaders and successor-ready talent pipelines.
• Design regional organization structures, language pools, and shift strategies to meet KPIs.

What You Bring

• Excellent spoken and written Japanese and business-level English.
• Extensive experience leading large-scale multisite or multicountry operations.
• Ability to own regional outcomes, manage complexity, and combine strategic thinking with operational execution.
• Strong analytical, experimentation, issue-solving, stakeholder management, and influencing skills.
• Track record of developing leaders and building resilient organizations.

Nice to Have

• Experience managing outsourced or vendor operations at scale.
• Deep exposure to regulatory-complex or high-growth markets.

Benefits and Work Model

• Hybrid work is offered.
• Benefits include performance-based incentives, a discretionary bonus, health insurance, travel discounts, and locally competitive benefits.
• Employees may work from anywhere for up to 30 days per year and receive a home-office setup allowance.