Regional Manager, Social Media Operations

Role Overview

The Regional Manager, Social Media Operations will lead Agoda’s social care and online reputation operations across markets, sites, and vendor partners. This role is accountable for delivering consistent, high-quality customer experience across public social channels, review platforms, and emerging digital touchpoints, while protecting and strengthening Agoda’s brand reputation at scale.

What You Will Do

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.

Why It Might Be a Fit

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.

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

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• Paid time off
• Retirement plan
• Learning budget
• Parental leave
• Wellness program
• Remote flexibility