Customer Satisfaction & Incidents, Regional Customer Service Manager

The Opportunity: 

This is a unique leadership opportunity to manage Agoda's Customer Satisfaction & Incidents, Rocket Travel by Agoda (CSI RTA) team, our final tier of customer support and a critical line of defence for the business. The CSI RTA team serves as the highest tier of support for our most strategic RTA/White label partners within the Agoda Customer Experience Group (CEG). This position requires a commercially minded leader who can masterfully balance elite customer service, operational rigor, and the strategic demands of high-value partnerships. 

The ideal candidate is a leader of leaders, with a proven ability to manage both in-house teams, with experience in managing and setting expectations across BPO vendor relationship teams. You will be responsible for resolving the most complex partner-driven escalations and using the insights from those escalations to drive systemic improvements and strengthen partner trust. You will be the key operational driver between CSI, Operational and CX teams, BPO partners, and Commercial teams.  

In this Role, you'll get to:  

• Lead, mentor, and develop a team of specialized Team Managers, holding them accountable for team performance, team development, and the execution of their specific ownership pillars (e.g., Executive escalations, workload management, high-risk cases). 

• Drive the operational health and service delivery for our RTA partners, ensuring all contractual SLAs for response times, quality, and resolution are consistently met and improved on. 

• Acts as the voice of their team(s) in CEG wide initiatives and experiments, connecting stakeholders, sharing frontline insights, and constructively negotiating priorities and trade-offs across functions. 

• Champion a high-performance, high-accountability culture within the CSI RTA leadership team, using data from KPIs to identify and address gaps in team engagement and performance. 

• 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. 

• Leverage data and leadership priorities to translate strategy into clear plans and targets, making informed trade-offs that balance customer experience, people impact, and business outcomes. 

• Develop and present partner-facing performance reports when required and attend business reviews that demonstrate our value and commitment to service excellence for our RTA/WL partners. 

• Promotes the adoption of new tools and technologies, using data and intellectual curiosity to uncover customer and team insights and build clear, evidence-based storylines that drive meaningful change. 

• Be the point of escalation for operational challenges impacting CSI stability and/or operational effectiveness, making decisive calls to resolve bottlenecks, manage crises, and protect both the customer 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. 
• 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. 

Competencies/Skills for internal applicants: 

• Minimum 12 months working experience as manager or above, with solid experience in people management.  

• Strong Commercial acumen & partner management skills are critical as you will be working to support the dynamics of B2B relationships and can balance partner needs with Agoda's business objectives. Experience managing SLAs and communicating with corporate clients is essential. 

• You have experience in crisis management or high-pressure escalation environments and can make calm, rational decisions when stakes are high. 

• Exceptional leadership and people development skills; you know how to coach, motivate, and hold other managers accountable for their teams' performance and development. 

• Independent ability to identify problems, propose solutions, and see them through to completion. 

• 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. 

• You have the 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. 

It's Great if you have: 

• Direct experience in B2B account management, partner operations, or vendor management. 

• 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 or Legal Operations role. 

Location:  We welcome applications from Kuala Lumpur only. No relocation/visa support provided for this secondment role.  

Shift/Working Days: 9pm-6am