Regional Customer Service Manager

About This Role

Regional Customer Service Managers lead and guide teams providing support to customers in Japanese across various channels, including voice, email, chat, and back-office activities. This role requires a high level of personal and professional skills associated with running global operations teams, with a core focus on enabling local teams to succeed. The ideal candidate will be a brilliant people leader and communicator with vision, curiosity, a passion for travel, keen analytical skills, a tech-centric mindset, and a willingness to lead by example.

Responsibilities

• Lead diverse teams across markets with unique requirements, regulations, and practices
• Continually strive to exceed partners' expectations
• Guide your team through frequent changes in technology, processes, and business priorities
• Connect with your team through regular check-ins to understand successes and pain points, and translate those insights into actionable solutions
• Identify and drive solutions for your regions using an agile, data-driven approach, including designing and running experiments
• Collaborate with a variety of functions such as WFM, Content, Finance, Operational Excellence, Customer experience, L&D, Analytics, and Talent Management
• Present results and propose solutions to Senior Leaders and stakeholders
• Understand the key drivers of customer satisfaction and dissatisfaction, and work with customer service leaders to address customer dissatisfaction and implement self-healing processes where possible
• Regularly review customer feedback and QA insights to help educate teams about Agoda products and services, as well as identify customer handling improvement opportunities

Requirements

• Excellent verbal and written communication skills in English and Japanese
• A minimum of 10 years of work experience, with at least 3 years in a senior role managing operational responsibilities (contact center, vendor management at scale, etc.)
• Excellent problem-solving capabilities, with a knack for identifying improvement opportunities on customer experience and efficiency using a data-driven approach
• The ability to successfully lead or support multiple initiatives concurrently
• A proven track record of leading change
• Persuasive skills to convince senior leaders
• A fast-paced approach to problem-solving and decision-making
• The ability to foster a culture of personal development through coaching and partnership with L&D, engagement, and continuous improvement
• Excellent personal and interpersonal skills to lead and engage with the team and partner effectively with other departments

Nice to have:

• E-commerce or travel industry experience