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

The role

You will lead the Customer Experience Group Incident Management and Dispute Resolution and Privacy Advisory teams. This role involves managing Team Managers to handle technical incidents, legal disputes, and privacy matters.

What you will do

• Mentor and manage specialized Team Managers for IM and DRPA
• Serve as senior leader for response to complex incidents like natural disasters or system outages
• Oversee handling of high-risk regulatory investigations, data privacy matters, and legal disputes
• Act as primary point of contact between internal stakeholders and external authorities
• Drive continuous improvement through root cause analysis and automation
• Champion a high-performance and high-accountability culture using KPI data
• Own and evolve team performance dashboards using data visualization tools
• Prepare and present strategic performance reviews to senior leadership
• Act as point of escalation for operational challenges and crises
• Identify opportunities for process innovation through experimentation

Required qualifications

• Significant experience in incident management, crisis response, legal operations, or privacy advisory within a fast-paced technology environment
• Ability to remain calm and make rational, decisive judgments in ambiguous situations
• Exceptional leadership and people development skills
• Advanced analytical and investigative mindset
• Confidence and communication skills to interact with directors and VPs
• Experience with data visualization tools (e.g. Tableau, Metabase)
• Working knowledge of SQL

Nice to have

• A background in managing specialized or L2/3 support teams
• Formal training or certification in process improvement methodologies (e.g., Six Sigma, Lean)
• Leadership experience in a Crisis, Incident, Risk, Compliance, Trust & Safety Response Teams or Legal Operations role

About the company

Agoda is part of Booking Holdings with a team of over 7,000 people from 90 countries. The company connects people to destinations and experiences through hotels, flights, and holiday properties.