Senior Regional Manager – Customer & Partner Operations

About the role

Agoda’s Customer Experience Group is looking for a senior leader to own end‑to‑end performance of regional customer and partner operations across multiple countries, sites and vendor partners.

Key responsibilities

• Lead multi‑site, multi‑country customer operations, including in‑house and BPO partners, ensuring service quality, efficiency, resiliency and cost‑to‑serve.
• Translate CEG strategy into a 12‑18 month regional roadmap, prioritising initiatives that deliver measurable customer and business impact.
• Scale adoption of tools, technologies and best practices, institutionalise experimentation standards and strengthen regional resiliency with playbooks.
• Serve as the regional authority on performance, risks and initiatives, coordinating WFM, QA, Training, Analytics, Product/Tech, Policy and Commercial partners.
• Lead Regional and Vendor Managers, design org structures, language pools and shift strategies, and build successor‑ready talent pipelines.

Required profile

• Excellent spoken and written Korean and business‑level English.
• Extensive experience leading large‑scale, multi‑site or multi‑country operations.
• Proven ability to own regional outcomes, manage complexity across markets and partners, and drive strategic execution.
• Strong analytical and experimentation mindset with advanced stakeholder management and influencing skills.
• Track record of developing leaders and building resilient organisations.

What we offer

• Hybrid work model with flexibility to work from anywhere up to 30 days per year.
• Competitive compensation with performance‑based incentives and an annual discretionary bonus.
• Health insurance and locally competitive benefits.
• Agoda travel discounts and special rates on accommodation and related products.
• $400 USD allowance to set up a home office (one‑time payment).
• Inclusive, international work environment where ideas and feedback are valued.