Senior Regional Manager, Customer/ Partner Operations (Based in Seoul)

About Agoda

About The Team

About The Role

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

You

Bring

• Excellent spoken and written Korean skills, and Business level of English
• Extensive demonstrated experience leading largescale, 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

Why Agoda

• Hybrid Work
• Competitive compensation with performance-based incentives
• Annual discretionary performance bonus
• Health insurance and other locally competitive benefits
• Agoda travel discounts and special rates on accommodation and related products
• Work from anywhere for up to 30 days per year
• An inclusive, international work environment where your ideas and feedback are valued
• Agoda choice(welfare points)
• $400 USD allowance to set up your home office(one time payment)
• #CUST #seoul #bangkok #sydney #melbourne #perth #toronto #vancouver #shanghai #beijing #shenzhen #prague #hongkong #dublin #tokyo #osaka #yokohama #kualalumpur #warsaw #krakow #singapore #barcelona #madrid #taipei #dubai #hcmc #hanoi #edinburgh #phuket #nagoya #okinawa #fukuoka #sapporo #manila #OTHR
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Equal Opportunity Employer

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