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

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About the role

About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide. No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us. The Opportunity This is a high-impact leadership opportunity, for a Regional Customer Service Manager to lead Agoda's Customer Experience Group (CEG) Incident Management (IM) & Dispute Resolution & Privacy Advisory (DRPA) teams. This role will lead a team of Team Managers (TMs) who handle complex technical/non-technical incidents and sophisticated legal, privacy, and regulatory disputes. This role will be responsible for creating a unified, world-class response framework that applies consistent principles of risk management, stakeholder communication, and operational excellence across both incident and dispute resolution. We are looking for a leader with exceptional judgment who can command a crisis when needed, navigate complex legal and privacy disputes, and provide clear-headed strategy in chaotic situations. You will be the key liaison to senior stakeholders, responsible for turning high-stakes challenges into well-managed outcomes. In this role, you'll get to: • Mentor and manage specialized TMs for both IM and DRPA, holding them accountable for team performance, development, and the execution of their specific ownership pillars (e.g., court matters, incidents, legal escalations, workload management, high-risk cases). • Serve as the senior leader for Agoda’s response to complex incidents (natural disasters, system outages, political events, etc.), ensuring effective war room facilitation and decisive mitigation strategies. • Oversee the handling of high-risk regulatory investigations to specific escalations, data privacy matters (e.g.: Data Subject Right Request), and multi-jurisdictional legal disputes to minimize financial and brand exposure. • Serve as the primary point of contact and bridge between internal stakeholders (e.g.: Legal, PR, Finance, Product) and external authorities providing strategic updates to SLT during severe incidents and ensuring aligned, effective collaboration during high-risk escalations. • Drive a culture of continuous improvement, moving the team from reactive problem-solving to proactive prevention. You will oversee root cause analysis on critical cases and champion initiatives to automate manual work and streamline complex workflows. • Champion a high-performance, high-accountability culture within the team, using data from KPIs to identify and address gaps in team engagement and performance. • Own and evolve team performance dashboards, leveraging data visualization tools to surface actionable insights for senior leadership • Prepare and present strategic performance reviews on the team's health, challenges, and improvement initiatives, using data to tell a compelling story to senior leadership. • Be the point of escalation for operational challenges impacting the team’s stability and/or operational effectiveness, making decisive calls to resolve bottlenecks, manage crises, and protect both the customer & partner experience and Agoda's brand. • Embrace and drive Agoda's 'experiment and measure' culture by iden

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