Regional Customer Service Manager (Based in Yokohama)

The role

This role leads customer service teams supporting Japanese Language across voice, email, chat, and back-office activities. The manager provides vision, leadership, and guidance to team leaders and associates through performance and goal setting.

What you will do

• Lead diverse teams across markets with unique requirements, regulations, and practices.
• Strive to exceed partners' expectations.
• Guide the team through changes in technology, processes, and business priorities.
• Connect with the team through regular check-ins to translate insights into actionable solutions.
• Identify and drive solutions for regions using an agile, data-driven approach.
• Collaborate with functions such as WFM, Content, Finance, Operational Excellence, Customer experience, L&D, Analytics, and Talent Management.
• Present results and propose solutions to Senior Leaders and stakeholders.
• Work with customer service leaders to address customer dissatisfaction and implement self-healing processes.
• Review customer feedback and QA insights to educate teams and identify improvement opportunities.

Required qualifications

• Excellent verbal and written communication skills in English and Japanese
• A minimum of 10 years of work experience
• At least 3 years in a senior role managing operational responsibilities (contact center, vendor management at scale, etc.)
• Excellent problem-solving capabilities 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
• Excellent personal and interpersonal skills

Nice to have

• E-commerce or travel industry experience
• Project management certifications (PMP, Six Sigma, COPC or equivalent)
• Travel industry experience
• Online Travel knowledge

About the company

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