Agoda

1 month ago

Regional Customer Service Manager - Customer Satisfaction & Incidents (CSI)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead Agoda's Customer Experience Group (CEG) Incident Management (IM), Dispute Resolution & Privacy Advisory (DRPA) teams across the region. Create a unified, world-class response framework applying consistent risk management, stakeholder communication, and operational excellence for incidents and disputes. Act as a senior liaison to executives, navigating complex legal/privacy matters and guiding high-stakes outcomes in chaotic situations.

Location: Bangkok, Kuala Lumpur

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Mentor and manage specialized Team Managers (TMs) for Incident Management and DRPA, holding them accountable for performance, development, and ownership pillars (e.g., court matters, incidents, legal escalations, workload management, high-risk cases).
•Serve as the senior leader for Agoda’s response to complex incidents (natural disasters, system outages, political events, etc.), ensuring effective war room facilitation and decisive mitigation strategies.
•Oversee handling of high-risk regulatory investigations and data privacy matters, including multi‑jurisdictional legal disputes to minimize financial and brand exposure.
•Act as the primary point of contact between internal stakeholders (Legal, PR, Finance, Product) and external authorities, providing strategic updates to SLT during severe incidents and escalations.
•Drive a culture of continuous improvement by overseeing root-cause analysis, automating manual processes, and streamlining complex workflows; prepare and present strategic performance reviews to senior leadership.

Key Requirements

•Significant experience in incident management, crisis response, legal operations, or privacy advisory within a fast-paced technology environment.
•Exceptional leadership and people management skills; ability to coach, develop, and hold team managers accountable for performance.
•Ability to remain calm and make rational, decisive judgments in ambiguous situations with a strategic mindset.
•Experience handling high‑risk regulatory investigations and data privacy matters, including complex escalations to minimize financial and brand exposure.
•Strong communication skills to interact with senior stakeholders and drive alignment on critical issues.

Skills:LeadershipCommunicationProblem-solvingStakeholder managementMentoring

Languages:English

Tech Stack:TableauMetabaseSQL

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Agoda

Agoda operates a global online travel booking platform offering hotels, vacation rentals, flights, and other travel services. It provides price comparison, deals, and booking management for leisure and business travelers worldwide.

Industry: TravelTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Singapore, Singapore

Founded: 2005

Glassdoor: 3.8

Website LinkedIn

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Agoda

1 month ago

Regional Customer Service Manager - Customer Satisfaction & Incidents (CSI)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Bangkok, Kuala Lumpur

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Mentor and manage specialized Team Managers (TMs) for Incident Management and DRPA, holding them accountable for performance, development, and ownership pillars (e.g., court matters, incidents, legal escalations, workload management, high-risk cases).
•Serve as the senior leader for Agoda’s response to complex incidents (natural disasters, system outages, political events, etc.), ensuring effective war room facilitation and decisive mitigation strategies.
•Oversee handling of high-risk regulatory investigations and data privacy matters, including multi‑jurisdictional legal disputes to minimize financial and brand exposure.
•Act as the primary point of contact between internal stakeholders (Legal, PR, Finance, Product) and external authorities, providing strategic updates to SLT during severe incidents and escalations.
•Drive a culture of continuous improvement by overseeing root-cause analysis, automating manual processes, and streamlining complex workflows; prepare and present strategic performance reviews to senior leadership.

Key Requirements

•Significant experience in incident management, crisis response, legal operations, or privacy advisory within a fast-paced technology environment.
•Exceptional leadership and people management skills; ability to coach, develop, and hold team managers accountable for performance.
•Ability to remain calm and make rational, decisive judgments in ambiguous situations with a strategic mindset.
•Experience handling high‑risk regulatory investigations and data privacy matters, including complex escalations to minimize financial and brand exposure.
•Strong communication skills to interact with senior stakeholders and drive alignment on critical issues.

Skills:LeadershipCommunicationProblem-solvingStakeholder managementMentoring

Languages:English

Tech Stack:TableauMetabaseSQL

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Agoda

Industry: TravelTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Singapore, Singapore

Founded: 2005

Glassdoor: 3.8

Website LinkedIn