O pozici
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.
Co budeš dělat
- 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,
Koho hledáme
- Must have excellent spoken and written Korean 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 s trong 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
- A track record of developing leaders and building resilient organizations
Benefity
- Hybrid Work
- Competitive compensation w
