Regional Manager - Incident Management (Based in Yokohama)

The role

You will lead a group of 8-10 Team Managers to handle customers with difficult or frustrating experiences. You will drive performance, use data to identify root causes, and build a new team from the ground up.

What you will do

• Manage, coach, and develop a team of 8-10 Team Managers
• Drive execution of the intervention operating model and monitor KPIs
• Support Team Managers on cases requiring extra care
• Use data to identify trends and root causes to drive improvements
• Refine processes, workflows, and ways of working
• Work with CEG and cross-functional teams
• Prepare and share data-driven updates for senior stakeholders
• Adapt plans and priorities in a fast-moving environment
• Uphold compliance and company values

Required qualifications

• Business-level proficiency in English and Japanese or Korean
• 5 years of people leadership experience, including managing managers
• Experience in contact centers, operations, or customer service
• Track record of building, developing, and retaining teams
• Strong analytical skills and comfort using data and AI-enabled tools
• Excellent listening, critical thinking, and problem-solving skills
• Confidence communicating with and presenting to senior stakeholders
• Comfort navigating ambiguity and shifting priorities
• Working knowledge of, or experience in, travel-related operations
• Based in or willing to relocate to Yokohama, Japan

Nice to have

• Experience in a similar intervention, escalation, or specialist team
• Experience working in or helping build a new team or function, especially in travel, e-commerce, or fintech
• Familiarity with Agile, Lean, or Six Sigma ways of working, or a certification such as PMP
• Hands-on experience with CRM, contact center, workforce management, or data visualization tools
• Exposure to predictive analytics or AI-driven tools
• Additional language skills
• JLPT N1 or equivalent

Benefits

• Relocation package

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, flights, and experiences worldwide through data and technology.