Regional Customer Service Manager – Yokohama

About the role

Agoda is seeking a Regional Customer Service Manager to lead Japanese‑language support teams across voice, email, chat and back‑office channels. The manager will provide vision, leadership and performance guidance, fostering a culture of open communication and continuous improvement.

Key responsibilities

• Lead diverse teams across markets, ensuring compliance with local regulations and practices.
• Drive data‑driven solutions, design experiments and implement agile improvements for the region.
• Collaborate with functions such as Workforce Management, Finance, Content, Analytics and Talent Management.
• Present results and recommendations to senior leaders and stakeholders.
• Monitor customer feedback and QA insights to identify improvement opportunities and educate teams on Agoda products.

Required profile

• Minimum 10 years of experience, with at least 3 years in a senior operational role managing contact‑center or vendor operations at scale.
• Fluent in English and Japanese, both written and spoken.
• Proven ability to lead multiple initiatives concurrently and drive change.
• Strong problem‑solving skills with a data‑driven mindset.
• Excellent interpersonal skills to engage teams and partner effectively across departments.