Regional Manager, Operations - Flights (Based in Kuala Lumpur)

The role

You will lead a team of 8-10 Team Managers to handle customer interventions. You will drive performance, use data to identify root causes, and help build a new function 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 across intervention cases
• Refine processes, workflows, and ways of working
• Work with other CEG and cross-functional teams
• Keep Team Managers and their teams engaged and motivated
• 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 spoken and written English
• 5 years of people leadership experience, including managing managers
• Experience in contact centers, operations, or customer service
• Prior experience in the airline/flight industry
• Exposure to Global Distribution Systems (GDS)
• 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 Bangkok or Kuala Lumpur

Nice to have

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

Benefits

• Relocation package

Before you apply

• Open to local and international candidates

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.