The Senior Regional Manager is accountable for end-to-end performance of a regional customer/partner operations area, typically spanning multiple countries, sites, or vendor partners. This role translates company strategy into a cohesive regional roadmap, balances cross-site tradeoffs, and ensures consistent, high quality service delivery at scale. You will act as the regional authority on customer operations performance, risks, and improvement initiatives, while developing strong leadership benches and resilient operating models.

Regional & Operational Ownership ● Lead multi-site, multi-country customer operations (including in-house and BPO partners where applicable) ● Own end to end regional outcomes, including service quality, efficiency, resiliency, and cost to serve ● Balance cross-site tradeoffs across capacity, language coverage, channel mix, routing, and vendor strategy Strategy & Roadmap ● Translate CEG strategy into a 12–18 month regional roadmap, prioritizing initiatives with measurable impact ● Anticipate demand shifts (seasonality, launches, policy/regulatory changes) and lead proactive regional adjustments ● Sponsor and govern cross-site initiatives to ensure consistency and scalability Improvement, Innovation & Resiliency ● Scale adoption of tools, technologies, and best practices across sites ● Institutionalize experimentation standards, operational rigor, and learning across the regional leadership team ● Strengthen regional resiliency through standardized playbooks (e.g. surge, BCP, knowledge governance) Stakeholder Leadership ● Serve as the regional "go to" for customer operations performance, risks, and initiatives ● Bring together WFM, QA, Training, Analytics, Product/Tech, Policy, and Commercial partners to land regionwide solutions ● Communicate regional performance, scenarios, and recommendations to senior stakeholders with minimal supervision People & Organization Leadership ● Lead through Regional Managers and/or Vendor Managers, setting a high bar for performance management ● Design and evolve regional org structures, language pools, and shift strategies to meet KPIs ● Build successor-ready pipelines, enable cross-site talent mobility, and develop future senior leaders ● Address underperformance decisively, fairly, and in line with Agoda values

● Excellent spoken and written Korean skills, and business level of English ● Extensive demonstrated experience leading large-scale, multi-site or multi-country operations ● Proven ability to own regional outcomes and manage complexity across markets and partners ● Strategic thinking combined with operational execution excellence; strong analytical and experimentation mindset ● Demonstrated ability to dive into detail, propose actionable plans, and collaborate effectively with stakeholders ● Advanced stakeholder management and influencing skills, including senior leadership exposure ● A track record of developing leaders and building resilient organizations

● Experience managing outsourced/vendor operations at scale ● Deep exposure to regulatory-complex or high-growth markets

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● Hybrid Work ● Competitive compensation with performance-based incentives ● Annual discretionary performance bonus ● Health insurance and other locally competitive benefits ● Travel discounts and special rates on accommodation and related products ● Work from anywhere for up to 30 days per year ● Welfare points ● $400 USD allowance to set up your home office (one-time payment)