Director of Operations, North Asia (Japan & Korea)

About the role

Agoda is seeking a senior leader to own end‑to‑end operational performance for its Japan and Korea customer service teams. Based in Yokohama with regular travel to Seoul and Bangkok, you will be the primary face of Agoda’s customer and partner operations in these strategically important markets.

Key responsibilities

• Lead North Asia operations, driving SLA, DSAT, quality and efficiency across in‑house and BPO teams.
• Develop and manage Regional and Team Managers across multiple locations, setting OKRs aligned with CEG strategy.
• Represent Agoda in senior external forums with government bodies, industry associations and key supply partners.
• Champion localization, ensuring customer and partner experiences reflect cultural, linguistic and regulatory contexts.
• Own escalation handling for high‑severity cases, ensuring appropriate intervention and resolution.

Required profile

• 10+ years of people leadership in customer service operations, preferably within an OTA or travel platform.
• Fluency in Japanese (spoken and written) with strong executive communication in English.
• Proven experience managing large, multi‑site operational teams and delivering measurable quality outcomes.
• Extensive external stakeholder management, comfortable engaging with government and senior industry leaders.
• Analytical mindset with ability to use data for diagnosing gaps and influencing decisions.