Regional Manager – Operations (Yokohama)

About the role

Agoda is seeking a Regional Manager to lead its Japanese language customer service teams, covering voice, email, chat, and back‑office activities. Reporting to the Head of Customer Service Delivery, you will provide vision, leadership, and guidance across multiple markets, ensuring high performance and continuous improvement.

Key responsibilities

• Lead diverse teams across markets with unique requirements, regulations, and practices.
• Guide teams through frequent changes in technology, processes, and business priorities.
• Connect with team members through regular check‑ins, translating insights into actionable solutions.
• Identify and drive regional solutions using an agile, data‑driven approach, including designing and running experiments.
• Collaborate with functions such as WFM, Content, Finance, Operational Excellence, L&D, Analytics, and Talent Management.
• Present results and propose solutions to senior leaders and stakeholders.
• Review customer feedback and QA insights to educate teams and improve handling of Agoda products and services.

Required profile

• Excellent verbal and written communication skills in English and Japanese.
• Minimum 10 years of work experience, including at least 3 years in a senior operational role (contact centre, vendor management at scale).
• Strong problem‑solving abilities with a data‑driven mindset to identify improvement opportunities.
• Proven track record of leading multiple initiatives concurrently and driving change.
• Persuasive skills to influence senior leaders and foster a culture of personal development.
• Excellent interpersonal skills to lead teams and partner effectively across departments.
• E‑commerce or travel industry experience is a plus.