About the Job
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 experi...
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.
Key Responsibilities
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
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
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)
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
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
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 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
A track record of developing leaders and building resilient organizations
Required Skills & Abilities
Experience managing outsourced/vendor operations at scale
Deep exposure to regulatory-complex or high-growth markets
Hybrid Work
Competitive compensation with performance-based incentives
Annual discretionary performance bonus
Health insurance and other locally competitive benefits
Agoda travel discounts and special rates on accommodation and related products
Work from anywhere for up to 30 days per year
An inclusive, international work environment where your ideas and feedback are valued
Agoda choice(welfare points)
$400 USD allowance to set up your home office(one time payment)
#CUST #seoul #bangkok #sydney #melbourne #perth #toronto #vancouver #shanghai #beijing #shenzhen #prague #hongkong #dublin #tokyo #osaka #yokohama #kualalumpur #warsaw #krakow #singapore #barcelona #madrid #taipei #dubai #hcmc #hanoi #edinburgh #phuket #nagoya #okinawa #fukuoka #sapporo #manila #OTHR
Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.
Discover more about working at Agoda
Agoda Careers https://careersatagoda.com
Facebook https://www.facebook.com/agodacareers/
LinkedIn https://www.linkedin.com/company/agoda
YouTube https://www.youtube.com/agodalife
