Agoda
Travel
RegionalCustomerServiceManagerCustomerSatisfaction&Incidents(CSI)
“Regional Customer Service Manager - Customer Satisfaction & Incidents (CSI) at Agoda. Skills: Customer service management, Incident management, Data analysis. Lead Incident Management. Coach managers”
Industry & Context.
Root cause analysis; Data-driven decision making
On-call escalation, Regular shift
What They're Looking For.
Must Have
Advanced analytical mindset, Investigative mindset, Confidence and communication skills, Experience with data visualization tools, Working knowledge of SQL
Nice to Have
Background in managing specialized or L2/3 support teams, Formal training in process improvement methodologies, Leadership experience in Crisis, Incident, Risk, Compliance, Trust & Safety Response Teams or Legal Operations role
What You'll Do.
Lead Incident Management
Hold managers accountable
Identify root cause of complex problems
Articulate complex situations clearly
Set clear expectations
Support continuous growth
How You'll Work.
Team & Collaboration
Interact with directors and VPs; Drive alignment on critical issues
Communication Scope
Executive presentations
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