Regional Customer Service Manager - Customer Satisfaction & Incidents (CSI)

The Opportunity

• Mentor and manage specialized TMs for both IM and DRPA, holding them accountable for team performance, development, and the execution of their specific ownership pillars (e.g., court matters, incidents, legal escalations, workload management, high-risk cases).
• Serve as the senior leader for Agoda’s response to complex incidents (natural disasters, system outages, political events, etc.), ensuring effective war room facilitation and decisive mitigation strategies.
• Oversee the handling of high‑risk regulatory investigations into specific escalations, data privacy matters (e.g.: Data Subject Right Request), and multi‑jurisdictional legal disputes to minimize financial and brand exposure.
• Serve as the primary point of contact and bridge between internal stakeholders (e.g.: Legal, PR, Finance, Product) and external authorities, providing s...