Regional Manager, Operations

About This Role

This role is responsible for leading customer service teams that support the Japanese language across various channels, including voice, email, chat, and back-office activities. The Manager of Customer Experience Group provides vision, leadership, and guidance to team leaders and associates through performance and goal setting, fostering open communication and defining clear team goals. This is primarily a people leader role, focused on enabling local teams to succeed within global operations.

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:

• Project management certifications (PMP, Six Sigma, COPC or equivalent)
• E-commerce or travel industry experience