Regional Manager, Social Media Operations

The Opportunity

The Regional Manager, Social Media Operations will lead Agoda’s social care and online reputation operations across markets, sites, and vendor partners. This role is accountable for delivering consistent, high-quality customer experience across public social channels, review platforms, and emerging digital touchpoints, while protecting and strengthening Agoda’s brand reputation at scale.

You will set the strategic direction and operating standards for CEG (Customer Experience Group) social media customer operations globally, translating Agoda’s priorities into an integrated social roadmap that improves customer outcomes and operational resilience. As the leader of this function, you will partner with Brand, Marketing, Product, and other teams to keep Agoda’s social presence responsive, customer-focused, and on-brand.

This is a high-impact leadership role for an operator who can combine customer obsession, operational discipline, data-driven decision-making, and sound judgment in high-visibility situations.

What You'll Do:

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

• Set standard operating procedures (SOPs) for customer engagement across public and private channels, ensuring timely, empathetic, accurate, and on-brand responses to inquiries, complaints, reviews, and escalations.

• Establish a robust online reputation management framework, including social listening, sentiment analysis, performance reporting, and early-warning mechanisms.

• Own and report core social operations KPIs, including response coverage, response and resolution time, sentiment, escalation rate, quality, and customer experience outcomes.

• Define the operating model across capacity, language coverage, channel mix, routing, vendor strategy, and 24/7 support to deliver scalable, consistent social care.

• Scale social listening, social care, and case-management capabilities using social media tools and platforms.

• Coordinate cross-functional crisis response with Brand, PR, CEG Operations, and other relevant teams, ensuring early risk identification, clear ownership, and disciplined execution.

• Provide timely, executive-ready updates to Agoda leadership on social media trends, customer impact, viral posts, team performance, and recommended actions.

• Design and evolve the organization, language pools, shift strategy, vendor model, and capability roadmap to meet changing business and customer needs in digital landscape.

• Partner with WFM, QA, Training, Analytics to anticipate demand risks arising from seasonality, launches, policy changes, product feedback, viral trends, and external events, and lead timely operational adjustments.

• Lead and develop Team Managers and the broader team, fostering a high-performance culture with strong leadership capability, execution discipline and talent mobility.

• Develop talent and succession plans while strengthening leadership capability through coaching, mentoring, knowledge sharing, training, and targeted development plans.

• Drive leadership effectiveness and organizational engagement by assessing performance; communicating strategy, business updates, and expectations through skip-level 1:1s and team engagement activities.

• Ability to remain calm and make rational, decisive judgments in high-visibility, ambiguous situations with limited information, including viral or reputational crises, while identifying systemic risks before they escalate publicly.

• Address team performance decisively, fairly, and in line with Agoda values.

Who You Are: 

• 10+ years of progressive leadership experience in large-scale, multi-site, multi-country social care operations within technology, e-commerce, travel, consumer internet, or a high-growth consumer brand.

• Strong strategic thinking combined with exceptional operational execution and the ability to translate strategy into measurable outcomes.

• Proven experience building, scaling, and improving operating models across markets, channels, and customer segments.

• Advance stakeholder management and influencing capability, including credibility with senior leadership.

• Experience leading and developing managers, building high-performing teams, and creating resilient leadership pipelines.

• Strong analytical capability, including the ability to use data to diagnose performance issues, identify emerging risks, and prioritize investment.

• Working knowledge of social media listening, engagement, and case-management tools (e.g. Sprinklr, Sprout Social, or Meltwater)

• Working knowledge of SQL.

Nice to Have:

• Experience working in regulated, high-growth, or highly localized markets.

• Strong experimentation mindset, with experience testing and scaling new service, automation, or engagement models.

• Formal training or certification in process improvement methodologies (e.g., Six Sigma, Lean).

Working Hours: Regular Shift with some after-hours/on-call on a need basis for crisis management.