Regional Manager - Operations, Flights

Get to Know Us:

At Agoda, we believe that the world is better when people can travel more freely, explore new places, and experience new things. Our Customer Experience Group (CEG) is at the heart of that mission, making sure every traveler feels taken care of, no matter where their journey takes them.

This team plays a unique and vital role within CEG: we step in at exactly the right moments when a customer needs extra care, when the experience starts to go off track, or when there's an opportunity to turn things around before frustration builds. This team is also the trusted voice customers hear when they need us most, helping them find the right way forward and stepping in personally on the moments that matter. We don't stop at fixing the moment, we dig deeper, uncover what caused the issue in the first place, and work hand-in-hand with teams across the business to make sure it doesn't happen again. It's meaningful, high-impact work that directly shapes how millions of travelers experience Agoda.

The Opportunity:

This is an exciting opportunity to help build and grow a brand-new team from the ground up. As Regional Manager, Operations, you'll report directly to the Associate Director, Operations, and lead a group of Team Managers who step in early with customers who've had a difficult or frustrating experience.

You'll play a critical role in bringing the vision for this new function to life day by day: coaching your Team Managers, driving consistent performance, and making sure your team delivers thoughtful, timely outcomes for the customers who need us most. This role is ideal for a hands-on people leader who loves building strong teams, solving problems with data, and bringing clarity and structure to a fast-evolving environment.

Based in Kuala Lumpur, this role is open to both local and international candidates, and we offer a relocation package to help the right person make it home.

In This Role, You'll Get To:

• Build and Lead a High-Performing Team: Manage, coach, and develop a team of 8-10 Team Managers, holding them accountable for performance, quality, and the growth of their own teams.
• Own the Day-to-Day: Drive the execution of our intervention operating model, keeping a close eye on KPIs, spotting gaps early, and course-correcting quickly.
• Guide Sound Decisions: Be a point of support for your Team Managers on cases that need extra care, stepping in personally when needed. Keep the customer's experience and trust at the heart of every decision, and make sure policy exceptions are applied fairly and consistently.
• Turn Insights Into Action: Use data to identify trends and root causes across intervention cases, and partner with the Associate Director and cross-functional teams to drive lasting improvements.
• Help Shape How We Work: Contribute to refining processes, workflows, and ways of working as the team grows and scales across the region.
• Build Genuine Partnerships: Work closely with other CEG and cross-functional teams to keep operations running smoothly.
• Bring Your Team Along for the Journey: Keep your Team Managers and their teams engaged, informed, and motivated as the function continues to take shape.
• Tell a Compelling Story: Prepare and share clear, data-driven updates on team performance and improvement initiatives with senior stakeholders.
• Stay Agile: Thrive in a fast-moving, evolving environment, adapting plans and priorities as the team learns what works best.
• Champion Our Values: Uphold the highest standards of compliance and bring Agoda's mission and values to life every day.

What You'll Bring:

• Business-level proficiency, spoken and written in English 
• 5 years of people leadership experience, including experience managing managers (Team Managers or equivalent)
• A track record of building, developing, and retaining strong, engaged teams
• Experience in contact centers, operations, or customer service, handling difficult or frustrating customer situations with care and sound judgment
• Prior experience in the airline/flight industry, exposure to Global Distribution Systems (GDS).
• Strong analytical skills and comfort using data and AI-enabled tools to sharpen decisions, speed up work, and coach others to do the same
• Excellent listening, critical thinking, and problem-solving skills, with great attention to detail
• Confidence communicating with and presenting to senior stakeholders
• Comfort navigating ambiguity, shifting priorities, and the energy of a growing, evolving team
• Working knowledge of, or experience in, travel-related operations
• Based in or willing to relocate to Bangkok or Kuala Lumpur

Nice to Have:

• Experience in a similar intervention, escalation, or specialist team
• Experience working in or helping build a new team or function, especially in travel, e-commerce, or fintech
• Familiarity with Agile, Lean, or Six Sigma ways of working, or a certification such as PMP, for managing multiple initiatives at once
• Hands-on experience with CRM, contact center, workforce management, or data visualization tools
• Exposure to predictive analytics or AI-driven tools
• Additional language skills

What Makes You a Great Fit

Beyond the experience above, we're looking for someone who naturally brings these qualities to the table:

• A people-first leader: You genuinely care about developing your team, and you know how to coach, motivate, and hold others accountable.
• Genuinely customer-obsessed: You care about truly solving the customer's problem and finding the right outcome for them.
• A natural root-cause thinker: You look past the immediate issue to understand what's really going on, and you share what you learn so others can benefit too.
• Comfortable with data, driven by insight: You use evidence and real-world results to keep improving your approach, rather than sticking to a fixed plan.
• A trusted collaborator: People across the business want to work with you, because you build real partnerships, not just transactions.
• Calm, confident, and adaptable: You bring clarity and good judgment even when things are still taking shape, and you're comfortable making decisions without having every answer.

If this sounds like you, we'd love to hear from you. Join us in building something new and in making travel better, one customer at a time.