Senior Regional Manager, Customer/ Partner Operations (Based in Yokohama)
AgodaYokohama, Japan · Posted 4 months agoDescription
About Agoda
At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.
About the Team
Agoda’s Customer Experience Group delivers critical support to customers and partners across markets, channels, and business lines. As our operations scale in complexity, Senior Regional Managers play a pivotal role in ensuring regional resiliency, standardization, and sustained performance across multiple sites and partners.
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. This role translates company strategy into a cohesive regional roadmap, balances cross site tradeoffs, and ensures consistent, high quality service delivery at scale.
You will act as the regional authority on customer operations performance, risks, and improvement initiatives, while developing strong leadership benches and resilient operating models.
Key Responsibilities
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
- Excellent spoken and written Japanese 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
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