Regional Manager, Operations (Based in Yokohama)

Agoda
Yokohama
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 10+ yearsSkills: ["Leadership","Communication","Problem-solving","Coaching","Data-driven decision making","Stakeholder management","Persuasive communication","Adaptability","Continuous improvement"]

Lead Agoda’s Japanese-language customer support operations in Yokohama by directing teams across voice, email, chat, and back-office work. Drive measurable improvements to customer satisfaction using an agile, data-driven approach, including experimentation and root-cause analysis of drivers of dissatisfaction. Collaborate across WFM, Content, Finance, Operational Excellence, L&D, Analytics, and Talent Management, and present results and solutions to senior leaders while coaching team leaders and associates.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Agoda
Agoda
8 hours ago

Regional Manager, Operations (Based in Yokohama)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead Agoda’s Japanese-language customer support operations in Yokohama by directing teams across voice, email, chat, and back-office work. Drive measurable improvements to customer satisfaction using an agile, data-driven approach, including experimentation and root-cause analysis of drivers of dissatisfaction. Collaborate across WFM, Content, Finance, Operational Excellence, L&D, Analytics, and Talent Management, and present results and solutions to senior leaders while coaching team leaders and associates.
Location: Yokohama
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Lead diverse customer service teams across markets with unique requirements, regulations, and practices.
  • •Continuously exceed partners’ expectations and guide teams through frequent changes in technology, processes, and priorities.
  • •Run agile, data-driven improvements by designing and operating experiments, translating insights from check-ins into actionable solutions.
  • •Collaborate cross-functionally (WFM, Content, Finance, Operational Excellence, Customer Experience, L&D, Analytics, Talent Management) to deliver outcomes.
  • •Analyze customer feedback and QA insights to improve customer handling and implement self-healing processes where possible; present results to senior leaders.

Key Requirements

  • •Minimum 10 years of work experience, including at least 3 years in a senior role managing operational responsibilities (e.g., contact center, vendor management at scale).
  • •Excellent verbal and written communication skills in English and Japanese.
  • •Proven problem-solving ability to identify customer experience and efficiency improvement opportunities using a data-driven approach.
  • •Ability to lead or support multiple initiatives concurrently and adapt to frequent changes in technology, processes, and business priorities.
  • •Track record of leading change and persuading senior leaders; ability to foster team development through coaching with L&D and continuous improvement.
Experience:10+ yearsTravel industryE-commerceContact center operationsVendor managementCustomer experienceOnline travel
Skills:LeadershipCommunicationProblem-solvingCoachingData-driven decision makingStakeholder managementPersuasive communicationAdaptabilityContinuous improvement
Languages:EnglishJapanese
Tech Stack:AgileWFMAnalyticsQAExperiments

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
Glassdoor: 3.8
WebsiteLinkedIn