Agoda - Regional Manager, Social Media Operations
Requirements
• 10+ years of progressive leadership experience in large-scale, multi-site, multi-country social care operations within technology, e-commerce, travel, consumer internet, or a high-growth consumer brand. • Strong strategic thinking combined with exceptional operational execution and the ability to translate strategy into measurable outcomes. • Proven experience building, scaling, and improving operating models across markets, channels, and customer segments. • Advance stakeholder management and influencing capability, including credibility with senior leadership. • Experience leading and developing managers, building high-performing teams, and creating resilient leadership pipelines. • Strong analytical capability, including the ability to use data to diagnose performance issues, identify emerging risks, and prioritize investment. • Working knowledge of social media listening, engagement, and case-management tools (e.g. Sprinklr, Sprout Social, or Meltwater) • Working knowledge of SQL. • Experience working in regulated, high-growth, or highly localized markets. • Strong experimentation mindset, with experience testing and scaling new service, automation, or engagement models. • Formal training or certification in process improvement methodologies (e.g., Six Sigma, Lean). • Working Hours: Regular Shift with some after-hours/on-call on a need basis for crisis management. • Working Hours: • Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.
Responsibilities
• Lead multi-country, multi-site social media operations, owning service quality, response and resolution performance, efficiency, resiliency and cost-to-serve. • Set standard operating procedures (SOPs) for customer engagement across public and private channels, ensuring timely, empathetic, accurate, and on-brand responses to inquiries, complaints, reviews, and escalations. • Establish a robust online reputation management framework, including social listening, sentiment analysis, performance reporting, and early-warning mechanisms. • Own and report core social operations KPIs, including response coverage, response and resolution time, sentiment, escalation rate, quality, and customer experience outcomes. • Define the operating model across capacity, language coverage, channel mix, routing, vendor strategy, and 24/7 support to deliver scalable, consistent social care. • Scale social listening, social care, and case-management capabilities using social media tools and platforms. • Coordinate cross-functional crisis response with Brand, PR, CEG Operations, and other relevant teams, ensuring early risk identification, clear ownership, and disciplined execution. • Provide timely, executive-ready updates to Agoda leadership on social media trends, customer impact, viral posts, team performance, and recommended actions. • Design and evolve the organization, language pools, shift strategy, vendor model, and capability roadmap to meet changing business and customer needs in digital landscape. • Partner with WFM, QA, Training, Analytics to anticipate demand risks arising from seasonality, launches, policy changes, product feedback, viral trends, and external events, and lead timely operational adjustments. • Lead and develop Team Managers and the broader team, fostering a high-performance culture with strong leadership capability, execution discipline and talent mobility. • Develop talent and succession plans while strengthening leadership capability through coaching, mentoring, knowledge sharing, training, and targeted development plans. • Drive leadership effectiveness and organizational engagement by assessing performance; communicating strategy, business updates, and expectations through skip-level 1:1s and team engagement activities. • Ability to remain calm and make rational, decisive judgments in high-visibility, ambiguous situations with limited information, including viral or reputational crises, while identifying systemic risks before they escalate publicly. • Address team performance decisively, fairly, and in line with Agoda values.
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