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

The Opportunity: 

This is a unique leadership opportunity to manage Agoda's Customer Satisfaction & Incidents (CSI) team, our final tier of customer support and a critical line of defence for the business. This role requires a seasoned leader with exceptional judgment, resilience, and a strategic mindset to guide a team of specialized Team Managers who handle our most complex and sensitive customer escalations. 

The ideal candidate is a leader of leaders, someone who thrives in a fast-paced, high-stakes environment. You will bring a vision for operational excellence, a passion for developing managers, keen analytical skills, and a deep-seated sense of ownership. The ability to translate complex data into actionable strategy, drive systemic improvements, and manage senior stakeholders is essential.  

 

In this Role, you'll get to:  

• Lead, mentor, and develop a team of specialized Team Managers, holding them accountable for team performance, team development, and the execution of their specific ownership pillars (e.g., Executive escalations, workload management, high-risk cases). 

• Own the end-to-end operational performance of the CSI function, including queue health, backlog management, EMRT, and quality assurance, ensuring the team consistently meets its SLAs and provides accurate, professional resolutions.reactgorustaiiosdata