Regional Customer Service Manager - Vietnamese Team (Based in Bangkok)

The role

You will lead the Vietnamese customer service operation end to end. This includes managing Team Managers, overseeing floor performance, and ensuring customer experience quality.

What you will do

• Cascade department priorities into a practical team roadmap
• Own SLA, shrinkage, and Closure performance for the language
• Coach and performance-manage Team Managers
• Hire and retain strong talent
• Connect with teams through monthly agent connects, skip-levels, and immersion sessions
• Shape a culture of ownership, feedback, and Agoda values
• Use customer, agent, and ops data to find patterns and recommendations
• Own CSAT and CX outcomes for the language
• Identify recurring pain points and partner with stakeholders to implement solutions

Required qualifications

• 5–7 years professional experience
• Experience leading managers and medium-sized teams (>75 FTE)
• Proven track record of performance management, coaching, and lifting team results through others
• Strong analytical and process-improvement skills
• Comfortable with KPI scorecards and action planning
• Excellent written and spoken English
• Experience leading through change (tech, process, or org)

Nice to have

• Native Vietnamese strongly preferred
• Contact center / BPO / e-commerce / travel industry experience
• Project or quality certifications (e.g. PMP, Six Sigma, COPC)
• Experience in a multi-site or regional operations environment

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.