Bangkok, Thailand or Kuala Lumpur, Malaysia Based (Relocation provided)

About Agoda

Agoda is a global travel platform for accommodations, flights, and more. We build and deploy technology that connects travellers with a network of millions of properties worldwide. As part of Booking Holdings and based in Asia, our 7,000+ colleagues across 25+ markets create a diverse, experiment driven culture that helps people experience the world.

Get to Know our Team

The Customer Experience Group (CEG) supports customers and partners around the clock across dozens of languages. We collaborate widely and experiment continuously to deliver efficient, satisfying support that drives Agoda's business performance. Within CEG, the Accommodation Services Team (AST) focuses on partner experience and operational excellence for our hotels and B2B partners.

The Opportunity

Are you a data driven operations leader who loves building high performing teams? You'll lead the English language B2B partner support team, owning SLA, quality, CSAT/FCR, productivity, escalations, and costtoserve while scaling best practices, partnering with internal stakeholders to drive outcomes for our B2B partners, and partnering directly with B2B partners to diagnose and resolve issues. (Hybrid role; occasional weekend/peak coverage alignment.)

In this Role, you'll get to:

• Own outcomes across SLA, quality, CSAT/FCR, productivity and escalations; hold weekly KPI reviews to identify drivers and agree actions.

• Lead people & culture: hire, coach, and performance manage Team Managers and agents; raise capability with structured coaching, QA, and L&D.

• Run operation: partner with WFM for forecasting/coverage (incl. weekends/peaks), manage queues, policies, change control, and escalations.

• Drive operational excellence & partner on experiments: focus on day today execution and continuous improvement; surface opportunities from KPIs and partner feedback; partner with Project teams and internal stakeholders to corun targeted pilots/experiments and scale proven solutions; measure impact.

• Strengthen partnerships: partner with internal stakeholders to drive outcomes for our B2B partners, and partner directly with B2B partners to diagnose and resolve issues.

• Represent the business: present to senior leaders and in joint forums with B2B partners (e.g., QBRs); report outcomes and opportunities by key partner; surface risks/issues with root causes, propose actions, and convert decisions into measurable results.

What You'll Need to Succeed:

• 5–8+ years in operations/contact centre leadership or other relevant field, including 3+ years managing managers; B2B, travel/hospitality, or ecommerce preferred.

• Track record improving SLA/quality/CSAT while lowering costtoserve; comfortable with data (Sheets/Excel, SQL basics) and experiment design.

• Clear, persuasive communicator who can align cross functional stakeholders and lead change in fastmoving environments.

• Experience running multimarket teams and building succession/bench strength.

Bonus Points for:

• COPC, Six Sigma/Lean, or PMP.

• Hospitality/chain operations and connectivity experience.

• Tooling exposure (WFM, QA platforms, CRM, knowledge systems).

Equal Opportunity Employer

We're proud to be represented by people of many backgrounds and orientations, and we cultivate an inclusive environment that encourages collaboration and innovation. Employment decisions are based solely on merit and qualifications.

Disclaimer

We do not accept terms/conditions or recognize any agency's representation from unsolicited submissions. If we receive speculative CVs, we reserve the right to contact and hire the candidate directly with no obligation to pay a recruitment fee.