This role focuses on overseeing in-store execution within a designated area to drive operational efficiency and ensure high customer satisfaction. You will lead and mentor a team of supervisors and business health associates to maintain consistent standards. The position requires close collaboration with cross-functional teams, including marketing, trade, and sales, to align strategies and optimize business performance. Additionally, you will monitor compliance, competitor activities, and key performance indicators to identify commercial opportunities and implement improvement plans.
This role focuses on overseeing in-store execution to drive operational efficiency and maintain high standards of customer satisfaction. You will lead and mentor a team of supervisors and business health associates to ensure consistent performance across the assigned area. The position requires close collaboration with cross-functional teams, including marketing, trade, and sales, to align strategies and foster a collaborative working environment. Additionally, you will be responsible for developing operational guidelines, monitoring compliance, and analyzing competitor activities to identify commercial opportunities. You will also track key business KPIs, such as sales and productivity, and implement action plans to optimize performance against budget targets.
Lead the leasing strategy for a designated market by researching tenant needs and economic viability. Oversee the presentation and advertising of available properties to attract suitable tenants. Monitor property information and support tenants with navigation of the market. Participate in negotiating leasing terms and closing deals to ensure effective leasing operations. Analyze rental application data and personal references to ensure smooth leasing processes. Liaise with tenants and internal functions to support ongoing operations. Prepare reports to summarize leasing activities and propose performance improvements. Stay updated on property market trends to enhance team performance.
This is a high-impact leadership opportunity, for a Regional Customer Service Manager to lead Agoda’s Customer Experience Group (CEG) Incident Management (IM) & Dispute Resolution & Privacy Advisory (DRPA) teams.
This role will lead a team of Team Managers (TMs) who handle complex technical/non-technical incidents and sophisticated legal, privacy, and regulatory disputes. This role will be responsible for creating a unified, world-class response framework that applies consistent principles of risk management, stakeholder communication, and operational excellence across both incident and dispute resolution.
We are looking for a leader with exceptional judgment who can command a crisis when needed, navigate complex legal and privacy disputes, and provide clear-headed strategy in chaotic situations. You will be the key liaison to senior stakeholders, responsible for turning high-stakes challenges into well-managed outcomes.
In this role, you’ll get to:
* Mentor and manage specialized TMs for both IM and DRPA, holding them accountable for team performance, development, and the execution of their specific ownership pillars (e.g., court matters, incidents, legal escalations, workload management, high-risk cases).
* Serve as the senior leader for Agoda’s response to complex incidents (natural disasters, system outages, political events, etc.), ensuring effective war room facilitation and decisive mitigation strategies.
* Oversee the handling of high-risk regulatory investigations to specific escalations, data privacy matters (e.g.: Data Subject Right Request), and multi-jurisdictional legal disputes to minimize financial and brand exposure.
* Serve as the primary point of contact and bridge between internal stakeholders (e.g.: Legal, PR, Finance, Product) and external authorities providing strategic updates to SLT during severe incidents and ensuring aligned, effective collaboration during high-risk escalations.
* Drive a culture of continuous improvement, moving the team from reactive problem-solving to proactive prevention. You will oversee root cause analysis on critical cases and champion initiatives to automate manual work and streamline complex workflows.
* Champion a high-performance, high-accountability culture within the team, using data from KPIs to identify and address gaps in team engagement and performance.
* Own and evolve team performance dashboards, leveraging data visualization tools to surface actionable insights for senior leadership
* Prepare and present strategic performance reviews on the team’s health, challenges, and improvement initiatives, using data to tell a compelling story to senior leadership.
* Be the point of escalation for operational challenges impacting the team’s stability and/or operational effectiveness, making decisive calls to resolve bottlenecks, manage crises, and protect both the customer & partner experience and Agoda’s brand.
* Embrace and drive Agoda’s ‘experiment and measure’ culture by identifying opportunities for process innovation and rigorously testing their impact.
* Be unafraid to ask for help, be willing to fail-fast and willing to take a risk when the need arises.
What you’ll Need to Succeed:
* Significant experience in incident management, crisis response, legal operations, or privacy advisory within a fast-paced technology environment.
* Ability to remain calm and make rational, decisive judgments in ambiguous situations with limited information with a mindset that challenges conventional approaches and identifies deep-seated systemic issues before they escalate.
* Exceptional leadership and people development skills; you know how to coach, motivate, and hold other managers accountable for their teams’ performance and development.
* Advanced analytical and investigative mindset as you are expected to use data to identify the root cause of complex problems and are comfortable navigating ambiguity where no clear process exists.
* Confidence and communication skills to interact with directors and VPs, manage their expectations, and drive alignment on critical issues. You can articulate complex situations clearly and concisely to a variety of audiences, from individual contributors to executives.
* Experience with data visualization tools (e.g. Tableau, Metabase) and a working knowledge of SQL.
* Fosters a culture grounded in Agoda values and purpose, role-modelling direct, respectful difficult conversations that set clear expectations, uphold integrity, and support continuous growth for individuals and teams.
It’s great if you have:
* A background in managing specialized or L2/3 support teams.
* Formal training or certification in process improvement methodologies (e.g., Six Sigma, Lean).
* Leadership experience in a Crisis, Incident, Risk, Compliance, Trust & Safety Response Teams or Legal Operations role.
Location: We welcome applications from Kuala Lumpur & Bangkok locations only.
Shift/Working Days: Regular Shift and available for on-call escalation outside business hours during active incidents or crises
The role sits within the Supply Analytics team under Supply department, where new business ideas, and partnership types are incubated and scaled. The right candidate will play a critical role in shaping the BI team’s overall strategy and will lead the execution of new business verticals/opportunities.
This is a broad scoped role, suited to those with a track record of leading enterprise level BI function and/or creating new and high impact business verticals from scratch, from a consulting, sales or business development background with a strong entrepreneurial mindset. You will be expected to perform opportunity sizing on new business opportunities, build high level business cases to justify your proposals and work closely with Product teams to build out new features and functionalities prior to dealing directly with external partners to negotiate and close deals.
We are seeking a Senior BI Analyst, to lead strategic and operational initiatives that create both growth and efficiency for the Supply organization. In this role, you will work directly with multiple stakeholders, including executive leadership and various cross-functional departments to successfully implement key initiatives. You will impact Agoda’s business through exploring new business opportunities, analyzing complex scaling challenges, and improve existing operations.
In this Role, you’ll get to:
* Translate internal briefs into analytical projects (to include refining the initial brief and asking the ‘right questions’, working through potential hypotheses and storyboarding the output)
* Use and analyze data from multiple large-scale data warehouses and present statistically strong analysis to a wide range of business stakeholders.
* Proactively identify opportunities for growth within supply and the wider business.
* Drive new analytical initiatives and projects aimed at improving organizational efficiency and shaping Agoda supply.
* Identify, support, and lead projects aimed at scaling up the way the Supply organization leverages on data, insights, and intelligence.
* Automate manual operational processes and present back on time savings gained through modernization of business operations
What you’ll Need to Succeed:
* 4+ years of experience in analytics/data science/insights/strategy.
* Bachelor’s degree ideally in a business or quantitative subject (e.g. computer science, mathematics, engineering, science, economics or finance).
* 3+ years of experience with BI & analytics tools (SQL, Tableau, Metabase or PowerBI)
* Experience in conducting A/B testing experimentation (a plus)
* Experience in Python or R (a plus)
* A good understanding of statistical modelling knowledge or any machine learning technique knowledge is a plus (regression, logistic regression, random forest, etc.
* Good stakeholder management experience. Comfortable presenting to senior leadership and C-suite.
* Strong experience in finding data insights and provide business recommendation to the business
* A hacker’s mindset – the ability to build simple but clever and elegant solutions to new problems within significant resource, operational and time constraints through deep understanding of the business, creative problem solving, and a wide range of expertise in data, analytics, automation, programming, and prototyping.
* Excellent communicator with superior written, verbal, presentation and interpersonal communication skills.
* Data driven in both decision making and performance measurement.
* Extreme comfort in ambiguous, fast-paced environment.
* Ability to multi-task, prioritize and coordinate resources.
It’s Great if you Have:
* Travel industry / e-commerce / tech / consulting experience.
The Senior Associate WFM Manager is a people leader in role, responsible for leading a WFM team, enabling them to be successful and delivering against the prescribed KPIs.
The Manager enables their team and team members by providing coaching and feedback, building strong professional relationships, maintaining a regular flow of communication, and providing direction, support, and development.
The Manager also contributes to the overall WFM performance and culture, collaborating with peers and broader colleagues to ensure WFM delivers to the company and CEG objectives.
The Senior Associate WFM Manager is expected to be an SME in Workforce Management, having a good knowledge of WFM concepts, to support the team with challenges and capability and to adequately represent WFM, to senior stakeholders.
**ACTIVITIES PERFORMED ON THE JOB:**
* **Coaching and giving feedback:**
* Coaching and providing feedback within WFM (usually one-on-one) constructively and creatively, to enable colleagues to perform at their best.
* Review performance of individuals and team using performance reports/dashboards, observations, buddying, and reviewing system audit reports.
* Manage all underperformance, using the Performance Improvement Plan (PIP) process where appropriate.
* **People leadership:**
* Build healthy and professional relationships with team members.
* Establish and nurture a culture of performance excellence, open feedback, collaboration, recognition, and quality delivery of outcomes.
* Organize team building activities that will engage people in teamwork and create a positive work environment.
* Ensure the team is well supported to perform their day-to-day activities, including:
* ensuring appropriate real-time support is available, taking and managing escalated issues.
* Providing approvals as part of the business process (e.g. absorption).
* Ensure team schedule is maintained to a high standard to provide stakeholder support and manage team requests and unplanned absence, in line with process.
* Provide clarity on performance vs targets, and any other team or group objectives.
* Use reward and recognition as part of motivating the team.
* Conduct team meetings: sharing important information, updates, performance progress, and broader company updates.
* Ensure your team is connected to the company’s WFM objectives and strategy.
* Be an example to the team through behavior, living up to the Agoda values and behavior standards expected of people leaders.
* Collaborate with other departments, working together to enable overall success (e.g. WFM teams, CEG Operations Teams, CEG Teach Team).
* **Reporting & data analysis:**
* Work with data from various sources to analyze and observe performance of CEG SLAs and gain insights as a basis for feedback and change suggestions.
* Prepare and present team performance data, challenges, issues, ideas, and opportunities.
* **Collaboration:**
* Collaborate with local WFM team:
* On team performance: providing updates about the team, traffic, projects, concerns, challenges, and opportunities.
* Participate actively in leadership meetings: share what works well for you, provide feedback and input on decisions or updates, and be open and constructive about what is not working well and how the group can improve.
* Stay up to date with products, news, goals, decisions, projects.
* Collaborate with other teams:
* CEG Operations Leadership and Management.
* CEG GSV.
* **Personal Management:**
* Remain up to date with important company/team/department updates, requirements.
* Act in the best interests of the organization: ensuring that we operate with absolute integrity and compliance with all legal obligations or compliance requirements.
* Be an active and constructive Agoda team member: Always being respectful to others and seeking to be better together.
* Aim to understand, then meet and exceed the expectations agreed with your manager.
**EXPECTATIONS – BEHAVIORS AND VALUES**
**Behavior****Definition**
**_Continuous improvement_**Regularly identify improvement opportunities, quantify them, and follow through to measurable/demonstratable outcomes. Embraces both successes and failures to learn and maximize the benefits.
Embraces and drives change, is open and supportive of improvement opportunities identified by others.
**_Deliver better together_**Collaborates and engages with colleagues and broader Agoda teams to share ideas and learn and work together toward shared ambitions.
Is respectful to colleagues, open to different perspectives /viewpoints, and positively contributes to discussions.
**_Enable others` success_**Is committed to building and nurturing a culture of frequent feedback, coaching and career development.
Provides clarity on accountability, goals, and progress.
Regularly takes the opportunity to connect and align teams and team members to the Agoda/CEG strategy, making these relevant and digestible.
**COMPETENCIES REQUIRED**
**Analytical Ability & Problem Solving**Can visualise, articulate, conceptualise, or solve both complex and uncomplicated problems using the data available.
**Decision making ability**Set a course of action purposely chosen from different alternatives to achieve company objectives.
**Effective communication**(Verbal and written)Delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences, and influences partner decisions Excel/Power Point Skills
**Flexibility and Agility**Can adjust behavior to new information and changing circumstances. Be open to new ways of doing things and always experiment with new methods. Works effectively in a dynamic environment.
**KPI management**Create and execute a KPI plan designed to help achieve and evaluate success in reaching the company’s goals.
**Listening and influencing**Practice attentive and active listening. Can influence strategies that persuade key stakeholders to take action that will promote shared interests and business goals.
**Process Improvement**Organise, evaluate, plan, and implement improvements in our internal and external processes and practices. Actively work on creating better processes once changes take place.
**Reporting**Be able to confidently give a written account of business metrics, projects, and team performance based on data, observations, or investigations.
**Result driven**Driving high standards to accomplish challenging goals. Works hard to achieve them.
**Time / workload management & prioritization**Creating a work environment where tasks and responsibilities are accomplished successfully within the time available.
**Coaching**Support and develop team members to achieve a specific personal and professional goal by guiding and training.
**Develop and Manage team**Govern and coordinate the team to perform in their job. Learn the skills, potential, and ambitions of the team members and define long term success.
**Operational Planning & Coordination**Create and execute a detailed plan with the aim to provide a clear vision on how the team, department will contribute to the achievement of the company’s strategic goals
**People training**Identify training needs, create, and develop training to help team members with specific knowledge or skills to improve performance in their current roles.
**Presentation**Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
**Team level KPI management**Create and execute a team KPI plan designed to help achieve and evaluate success in reaching the company goals.
**Qualifications, Experience and Trainings required:**
**Qualifications**High level written & verbal language/communication skills. Intermediate or above computer literacy (MS Excel particularly), high level problem solving / analytical reasoning skills. High level stakeholder management skills.
**Experience**6+ years of WFM experience
Experience in coaching and developing, in a technical environment.
Experience in delivering high-level business objectives or initiatives.
**Trainings**OJT, WFM onboarding, RT Onboarding
**Must have:**
* Deep hands-on experience designing and configuring omnichannel routing strategies (email, voice, chat/messaging) using platforms such as Amazon Connect, Genesys Cloud/PureCloud, or equivalent CCaaS/ACD systems.
* Proven ability to build routing logic from the ground up — including skills-based routing, IVR/call flows, queues, priorities, and escalation paths — based on complex, nuanced business requirements.
* Strong understanding of contact center architecture (queues, agent skill profiles, SLAs, overflow/failover logic) and how to translate ambiguous business needs into scalable, technical routing designs.
* Experience integrating routing platforms with CRM/WFM/reporting tools (e.g. Salesforce, Verint, NICE) is a plus.
* Comfortable working directly with engineering/IT teams to implement and troubleshoot routing configurations, and able to independently own technical documentation of routing setups.
We welcome both local and international applications for this role. Full visa sponsorship and relocation assistance available.
This role is part of the Operations team at Shopee, focusing on the end-to-end operational process from buyer search to product delivery. The position involves driving strategic initiatives across markets to achieve business impact in growth, profitability, and efficiency. The role requires defining project scope and deliverables, acting as an escalation point for problems, and supporting data analysis and competitor benchmarking. Key qualifications include strong critical thinking, project management skills, and the ability to work in a fast-paced environment.
This role focuses on managing dispute, claim, and clawback performance within SPX Express operations. The position involves identifying bottlenecks, maximizing clawback strategies, and designing mitigation strategies for network risks. The role requires analyzing processes to improve cost, quality, and lead time, and preparing reporting tools for key performance indicators. It also entails managing multiple stakeholders to align on goals and drawing up business cases for process improvements.
The Capacity Planner operates as a specialist within the Global Service Vertical team, focusing on forecasting and operational capacity performance analysis. The role involves forecasting contact center demand, executing resource interventions, and recommending strategies to meet Service Level Agreement (SLA) targets and business objectives. The planner supports Associate Capacity Planners and collaborates with stakeholders to drive continuous improvement. Key activities include medium and short-term forecasting, shrinkage planning, and managing supply and demand levers to ensure efficient operations.
As a Contract Management Coordinator at Agoda, you’ll play a key role in supporting our contract operations across the business. You’ll work closely with teams like procurement, supply, and finance to help manage the full contract lifecycle, from creation and review to compliance and renewal. Our contracts are organized and tracked through a centralized contract management system, which helps us maintain high standards of governance and control.
In this role, you’ll have the opportunity to make a real impact by helping to streamline and centralize contract processes, especially on the procurement side where there’s room for improvement. You’ll be responsible for identifying and organizing contracts that may currently sit outside our main system, ensuring everything is coordinated, traceable, and compliant. We’re looking for someone who is detail-oriented, enjoys working with systems, and can connect the dots across different teams to keep our contract management running smoothly.
*This is a 10-months contract, with possibility of contract renewal.*
**In This Role, You’ll Get To**
* **Operational ownership and improvement**
* Be the go-to person for all global contract operational questions or issues.
* Support the Legal Operations Team in creating, maintaining, and looking for ways to improve our contracting processes.
* **End‑to‑end contract lifecycle**
* Intake and CMS record creation (accurate metadata, correct routing), route approvals per delegated authority and coordinate signature, activate executed agreements and maintain the repository, manage signature requests end to end, and monitor expirations/renewals to ensure timely renewals.
* **Migration and data quality**
* Execute migration batches from external repositories and the electronic signature solution into the CMS: prepare manifests, perform uploads, reconcile counts, and resolve exceptions within SLAs.
* Perform contract data QC using a data quality tool: verify payment terms and spend; attach execution evidence (completion certificate or equivalent).
* Ensure supplier linkage and resolve exceptions in collaboration with internal stakeholders.
* **Controls and reporting**
* Operate daily controls (completeness/accuracy); maintain saved searches/dashboards.
* Surface issues and drive corrective actions with stakeholders; document outcomes for auditability
**What You’ll Need to Succeed**
* Bachelor’s degree or equivalent
* 2-3 years of work experience in related fields
* Hands-on CLM experience (admin or power user) and e‑signature platform proficiency
* Advanced Excel for Operations (pivot, XLOOKUP, data cleanup; Power Query a plus)
* Working knowledge of S2P/P2P and supplier master fundamentals; able to coordinate with Procurement/AP
* Strong quality/control mindset (maker–checker, reconciliation, audit trail); able to operate to SLAs
* Excellent written and verbal communication; strong cross-functional stakeholder management
* High attention to detail; strong organization/multitasking; analytical problem‑solving
* Tech‑savvy, fast learner, curious, comfortable in a fast‑paced environment
* Intellectual curiosity, open-minded attitude, and a willingness to learn
* Experience with international companies is a plus.
