Senior Regional Manager, Customer/ Partner Operations (Based in Yokohama)

About Agoda

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 experiences worldwide.

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.

About the Team    

Agoda’s Customer   Experience Group   delivers   critical support to customers and partners across markets, channels, and business lines.   As our operations scale in complexity, Senior Regional Managers play a pivotal role in ensuring regional resiliency, standardization, and sustained performance across multiple sites and partners.    

About the Role    

The Senior Regional Manager is accountable for   end-to-end   performance of a regional customer/partner   operations area , typically spanning multiple countries, sites, or vendor partners. This role translates company strategy into a   cohesive regional roadmap , balances   cross   site   tradeoffs, and ensures consistent,   high   quality   service delivery   at   scale.    

You will act as the   regional authority   on customer operations performance, risks, and improvement initiatives, while developing strong leadership benches and resilient operating models.    

Key Responsibilities    

Regional & Operational Ownership  

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    

Strategy & Roadmap    

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    

Improvement, Innovation & Resiliency    

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)    

Stakeholder Leadership    

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    

People & Organization Leadership    

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    

What   You ’ ll   Bring    

Excellent spoken and written Japanese 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 s trong 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    

Nice to Have    

Experience managing outsourced/vendor operations at scale

Deep exposure to regulatory-complex or high-growth markets

Why Agoda  

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

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Equal Opportunity Employer

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

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Disclaimer

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.