Regional Manager, Social Media Operations

The Regional Manager, Social Media Operations leads Agoda’s social care and online reputation operations across markets, sites, and vendor partners. The role sets global strategy, operating standards, and procedures for public and private social channels while managing service quality, scalability, cost, crisis response, performance reporting, and team development.

The successful candidate will bring 10+ years of progressive leadership in large-scale social care operations, strong operational and analytical skills, and experience developing managers and resilient teams. Working knowledge of social media listening, engagement, and case-management tools such as Sprinklr, Sprout Social, or Meltwater, plus SQL, is required.

• Lead multi-country, multi-site social media operations, including service quality, response and resolution performance, efficiency, resiliency, and cost-to-serve.

• Set SOPs for timely, empathetic, accurate, and on-brand customer engagement across public and private channels.

• Establish online reputation management, social listening, sentiment analysis, reporting, and early-warning mechanisms.

• Define the operating model, including capacity, language coverage, channel mix, routing, vendors, and 24/7 support.

• Coordinate crisis response and develop Team Managers and broader team capabilities.

• 10+ years of progressive leadership experience in large-scale, multi-site, multi-country social care operations.

• Strong strategic thinking and operational execution.

• Experience building and scaling operating models across markets, channels, and customer segments.

• Strong stakeholder management, analytical capability, and experience leading and developing managers.

• Working knowledge of social media listening, engagement, and case-management tools, and SQL.

Agoda provides interview process guidelines to candidates before their interview.