Bangkok, Thailand (or Kuala Lumpur, Malaysia)
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Listing record updated: November 6, 2026. We archive records after 60 days without an update. This date does not confirm that the employer is still hiring.
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Agoda is hiring a Regional Manager, Operations to build and lead a new intervention-focused team within its Customer Experience Group. Reporting to the Associate Director, Operations, the role manages 8-10 Team Managers handling escalated or difficult customer cases, driving KPIs, and partnering cross-functionally to address root causes and refine processes as the function scales.
The position requires 5 years of people leadership experience including managing managers, a background in contact centers, operations, or customer service, strong analytical skills, and English proficiency. Experience in travel-related operations is expected, and candidates must be based in or willing to relocate to Bangkok or Kuala Lumpur, with a relocation package offered.
Manage, coach, and develop a team of 8-10 Team Managers, holding them accountable for performance, quality, and team growth
Drive execution of the intervention operating model, monitoring KPIs and course-correcting quickly
Support Team Managers on cases needing extra care and ensure policy exceptions are applied fairly and consistently
Use data to identify trends and root causes across intervention cases and partner with the Associate Director and cross-functional teams on improvements
Contribute to refining processes, workflows, and ways of working as the team grows and scales across the region
Business-level proficiency in spoken and written English
5 years of people leadership experience, including managing managers
Experience in contact centers, operations, or customer service handling difficult customer situations
Strong analytical skills and comfort using data and AI-enabled tools
Excellent listening, critical thinking, and problem-solving skills with attention to detail
Confidence communicating with and presenting to senior stakeholders
Working knowledge of, or experience in, travel-related operations
Based in or willing to relocate to Bangkok or Kuala Lumpur
Experience in intervention, escalation, or specialist teams; experience building a new team or function in travel, e-commerce, or fintech; familiarity with Agile, Lean, or Six Sigma; PMP certification; additional language skills
Refer to Agoda's Hiring Process Guidelines at careersatagoda.com/interview
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