Senior Regional Manager Customer Partner Operations Based In Yokohama
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Key skills for this role
About the Role
Agoda seeks a Senior Regional Manager to lead end-to-end performance of customer/partner operations across multiple countries and sites. The role translates company strategy into a regional roadmap, ensures service quality and efficiency, and develops leadership teams.
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
- Anticipate demand shifts and lead proactive regional adjustments
- Scale adoption of tools, technologies, and best practices across sites
- Strengthen regional resiliency through standardized playbooks
- Serve as regional go to for customer operations performance, risks, and initiatives
- Lead through Regional Managers and/or Vendor Managers
- Design and evolve regional org structures, language pools, and shift strategies
Requirements
- Excellent spoken and written Japanese skills
- Business level of English
- Extensive demonstrated experience leading large scale, multi site or multi country operations
- Proven ability to own regional outcomes and manage complexity across markets and partners
- Strategic thinking combined with operational execution excellence
- Advanced stakeholder management and influencing skills, including Senior Leadership exposure
- Track record of developing leaders and building resilient organizations
Full Job Posting
About Agoda
- Agoda bridges the world through travel, part of Booking Holdings with over 7,000 employees from 90 countries.
- Data and technology are at the heart of Agoda's culture.
About The Team
- Customer Experience Group delivers critical support to customers and partners across markets, channels, and business lines.
- Senior Regional Managers ensure regional resiliency, standardization, and sustained performance across multiple sites and partners.
About The Role
- Accountable for end to end performance of a regional customer/partner operations area, spanning multiple countries, sites, or vendor partners.
- Translates company strategy into a cohesive regional roadmap and ensures consistent, high quality service delivery at scale.
Key Responsibilities
- Lead multi site, multi country customer operations (including inhouse and BPO partners).
- Own end to end regional outcomes: 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.
- Anticipate demand shifts and lead proactive regional adjustments.
- Sponsor and govern cross site initiatives for consistency and scalability.
- Scale adoption of tools, technologies, and best practices across sites.
- Institutionalize experimentation standards and operational rigor.
- Strengthen regional resiliency through standardized playbooks (surge, BCP, knowledge governance).
- Serve as regional go to for customer operations performance, risks, and initiatives.
- Bring together WFM, QA, Training, Analytics, Product/Tech, Policy, and Commercial partners.
- Communicate regional performance and recommendations to senior stakeholders.
What You'll Bring
- Excellent spoken and written Japanese skills, and Business level of English.
- Extensive demonstrated experience leading large scale, multi site 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 to dive into detail, propose actionable plans, and collaborate effectively.
- Advanced stakeholder management and influencing skills, including Senior Leadership exposure.
- 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.
- Work from anywhere for up to 30 days per year.
- Inclusive, international work environment.
- Agoda choice (welfare points).
- $400 USD allowance to set up home office (one time payment).
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