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 <spa