Regional Manager, Social Media Operations

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 The Regional Manager, Social Media Operations will lead Agoda’s social care and online reputation operations across markets, sites, and vendor partners. This role is accountable for delivering consistent, high-quality customer experience across public social channels, review platforms, and emerging digital touchpoints, while protecting and strengthening Agoda’s brand reputation at scale. You will set the strategic direction and operating standards for CEG (Customer Experience Group) social media customer operations globally, translating Agoda’s priorities into an integrated social roadmap that improves customer outcomes and operational resilience. As the leader of this function, you will partner with Brand, Marketing, Product, and other teams to keep Agoda’s social presence responsive, customer-focused, and on-brand. This is a high-impact leadership role for an operator who can combine customer obsession, operational discipline, data-driven decision-making, and sound judgment in high-visibility situations. What You'll Do: • Lead multi-country, multi-site social media operations, owning service quality, response and resolution performance, efficiency, resiliency and cost-to-serve. • Set standard operating procedures (SOPs) for customer engagement across public and private channels, ensuring timely, empathetic, accurate, and on-brand responses to inquiries, complaints, reviews, and escalations. • Establish a robust online reputation management framework, including social listening, sentiment analysis, performance reporting, and early-warning mechanisms. • Own and report core social operations KPIs, including response coverage, response and resolution time, sentiment, escalation rate, quality, and customer experience outcomes. • Define the operating model across capacity, language coverage, channel mix, routing, vendor strategy, and 24/7 support to deliver scalable, consistent social care. • Scale social listening, social care, and case-management capabilities using social media tools and platforms. • Coordinate cross-functional crisis response with Brand, PR, CEG Operations, and other relevant teams, ensuring early risk identification, clear ownership, and disciplined execution. • Provide timely, executive-ready updates to Agoda leadership on social media trends, customer impact, viral posts, team performance, and recommended actions. • Design and evolve the organization, language pools, shift strategy, vendor model, and capability roadmap to meet changing business and customer needs in digital landscape. • Partner with WFM, QA, Training, Analytics to anticipate demand risks arising from seasonality, launches, policy changes, product feedback, viral trends, and external events, and lead timely operational adjustments. • Lead and develop Team Managers and the broader team, fostering a high-performance culture with strong leadership capability, execution discipline and talent mobility. • Develop talent and succession plans while stre