Senior Regional Manager, Customer/ Partner Operations (Based in Seoul)

Agoda

Perth

3 Apr 2026

Perth

3 Apr 2026

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Senior Regional Manager, Customer/ Partner Operations (Based in Seoul)

Senior Regional Manager for Customer/Partner Operations based in Seoul, responsible for end-to-end performance across multiple countries and sites. Requires extensive experience in large-scale, multi-site operations and excellent Korean and English skills. Offers hybrid work, competitive compensation, and travel benefits.

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Hybrid

Full-time

Senior

Salary

Not specified

Work Location

Perth, Western Australia, Australia, AU

Work Model

Hybrid

Employment Type

Full-time

Experience Level

Senior

Core Qualifications

Soft Skills

strategic thinkingoperational executionanalytical mindsetexperimentation mindsetstakeholder managementinfluencing skillsleadership developmentcollaborationproblem solving

Key Responsibilities

•Lead multi-site, multi-country customer operations including inhouse and BPO partners
•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
•Translate CEG strategy into a 12–18 month regional roadmap
•Anticipate demand shifts and lead proactive regional adjustments
•Sponsor and govern cross site initiatives to ensure consistency and scalability
•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
•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
•Lead through Regional Managers and/or Vendor Managers
•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

ManagementCustomer OperationsPartner OperationsRegional ManagementMulti-siteMulti-countryStrategyLeadershipTravelTechnology

Key Responsibilities

•Lead multi-site, multi-country customer operations including inhouse and BPO partners

•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

•Translate CEG strategy into a 12–18 month regional roadmap

•Anticipate demand shifts and lead proactive regional adjustments

•Sponsor and govern cross site initiatives to ensure consistency and scalability

•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

•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

•Lead through Regional Managers and/or Vendor Managers

•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