Regional Customer Service Manager – Japan (based in KL/Yokohama)

"What You’ll Bring:
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 process improvement opportunities 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 the team and partner effectively with other departments.
E-commerce or travel industry experience is a plus."

"What You’ll Do:
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.
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 RTA, WFM, Content, Finance, Operational Excellence, L&D, Analytics, and Talent Management.
Present results and propose solutions to Senior Leaders and stakeholders.
Understands the key drivers of customer satisfaction & dissatisfaction and works 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."