This high-impact leadership opportunity is for a Regional Customer Service Manager to lead Agoda's Customer Experience Group (CEG) Incident Management (IM) and Dispute Resolution & Privacy Advisory (DRPA) teams. This role involves leading a team of Team Managers who handle complex technical/non-technical incidents and sophisticated legal, privacy, and regulatory disputes. The manager will be responsible for creating a unified, world-class response framework that applies consistent principles of risk management, stakeholder communication, and operational excellence across both incident and dispute resolution.
Responsibilities
Mentor and manage specialized Team Managers for both IM and DRPA, holding them accountable for team performance, development, and the execution of their specific 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 the handling of high-risk regulatory investigations to specific escalations, data privacy matters (e.g.: Data Subject Right Request), and multi-jurisdictional legal disputes to minimize financial and brand exposure
Serve as the primary point of contact and bridge between internal stakeholders (e.g.: Legal, PR, Finance, Product) and external authorities providing strategic updates to SLT during severe incidents and ensuring aligned, effective collaboration during high-risk escalations
Drive a culture of continuous improvement, moving the team from reactive problem-solving to proactive prevention
Oversee root cause analysis on critical cases and champion initiatives to automate manual work and streamline complex workflows
Champion a high-performance, high-accountability culture within the team, using data from KPIs to identify and address gaps in team engagement and performance
Own and evolve team performance dashboards, leveraging data visualization tools to surface actionable insights for senior leadership
Prepare and present strategic performance reviews on the team's health, challenges, and improvement initiatives, using data to tell a compelling story to senior leadership
Be the point of escalation for operational challenges impacting the team’s stability and/or operational effectiveness, making decisive calls to resolve bottlenecks, manage crises, and protect both the customer & partner experience and Agoda's brand
Embrace and drive Agoda's 'experiment and measure' culture by identifying opportunities for process innovation and rigorously testing their impact
Be unafraid to ask for help, be willing to fail-fast and willing to take a risk when the need arises
Requirements
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Significant experience in incident management, crisis response, legal operations, or privacy advisory within a fast-paced technology environment
Ability to remain calm and make rational, decisive judgments in ambiguous situations with limited information with a mindset that challenges conventional approaches and identifies deep-seated systemic issues before they escalate
Exceptional leadership and people development skills; you know how to coach, motivate, and hold other managers accountable for their teams' performance and development
Advanced analytical and investigative mindset as you are expected to use data to identify the root cause of complex problems and are comfortable navigating ambiguity where no clear process exists
Confidence and communication skills to interact with directors and VPs, manage their expectations, and drive alignment on critical issues
Ability to articulate complex situations clearly and concisely to a variety of audiences, from individual contributors to executives
Experience with data visualization tools (e.g. Tableau, Metabase) and a working knowledge of SQL
Fosters a culture grounded in Agoda values and purpose, role-modelling direct, respectful difficult conversations that set clear expectations, uphold integrity, and support continuous growth for individuals and teams
Nice to have:
A background in managing specialized or L2/3 support teams
Formal training or certification in process improvement methodologies (e.g., Six Sigma, Lean)
Leadership experience in a Crisis, Incident, Risk, Compliance, Trust & Safety Response Teams or Legal Operations role
Important Details
Locations: Kuala Lumpur & Bangkok only
Schedule: Regular Shift and available for on-call escalation outside business hours during active incidents or crises
Application Process
Review our Hiring Process Guidelines before your interview to learn how interviewing at Agoda works
About the Company
Agoda bridges the world through travel. Founded in 2005, it is 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. The company connects people to destinations and experiences with deals across millions of hotels and holiday properties, flights, and experiences worldwide. Data and technology are at the heart of its culture, fueling curiosity and innovation.
