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

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.

About the Team

Agoda’s Customer   Experience Group   delivers   critical support to customers and partners across markets, channels, and business lines.   As our operations scale in complexity, Senior Regional Managers play a pivotal role in ensuring regional resiliency, standardization, and sustained performance across multiple sites and partners.       About the Role

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.

Key Responsibilities

Regional & Operational Ownership

Lead multi-site,   multi-country   customer operations (including inhouse 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 that deliver measurable customer and business impact

Anticipate demand shifts (seasonality, launches, policy or 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 and leadership capability

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

What   You ’ ll   Bring

Must have excellent spoken and written Korean skills, and Business level of English

Extensive   demonstrated   experience leading largescale, multisite or   multi-country   operations

Proven ability to own regional outcomes and manage complexity