Associate Director - Operations (KUL based only)

Get to Know our Team:  

At Agoda, we believe that the world is better when people can travel more freely, explore new places, and experience new things. Our Customer Experience Group (CEG) is at the heart of that mission, making sure every traveler feels taken care of, no matter where their journey takes them. 

This team plays a unique and vital role within CEG: we step in at exactly the right moments when a customer needs extra care, when the experience starts to go off track, or when there's an opportunity to turn things around before frustration builds. This team is also the trusted voice customers hear when they need us most, helping them find the right way forward and stepping in personally on the moments that matter. We don't stop at fixing the moment, we dig deeper, uncover what caused the issue in the first place, and work hand-in-hand with teams across the business to make sure it doesn't happen again. It's meaningful, high-impact work that directly shapes how millions of travelers experience Agoda.

The Opportunity: 

This is a rare chance to build something from the ground up. As Associate Director, Operations, you'll lead the creation of a brand-new team, reporting directly to the Director of Escalation and Incident Operation. You will have the freedom and the mandate to design the operating model, shape how the team identifies and responds to key moments and build a regional organization that will grow and scale over time. 

Based in Kuala Lumpur, Malaysia, this role is perfect for a leader who thrives on ownership and possibility, someone who gets excited by a blank page rather than daunted by it. You'll bring together strong people leadership, a genuine passion for customer experience, sharp analytical instincts, and the confidence to make great decisions even when all the answers aren't yet clear. 

We welcome applications from both local and international candidates and offer a relocation package to help the right person make Kuala Lumpur home. 

In This Role, You'll Get To: 

• Build Something New: Shape the operating model, response criteria, and structure of a growing team from day one and see your ideas come to life. 

• Make a Real Difference: Lead timely, thoughtful intervention on cases that need extra care, always putting yourself in the customer's shoes to find the right outcome. Keep the customer's experience and trust at the heart of every decision. 

• Drive Meaningful Change: Partner with teams across the business to turn what we learn from these moments into lasting improvements. 

• Lead with Curiosity: Use data and real results to keep refining and improving how the team operates, rather than sticking to a fixed playbook. 

• Lead Your Team Through Change: Guide your people through the change that comes with building something new, communicating openly and helping them feel confident, informed, and excited about what's ahead. 

• Create a Culture You're Proud Of: Shape the identity, values, and ways of working for a brand-new team from the very start. 

• Thrive in Fast-Moving Environments: Stay calm, clear, and confident even as plans evolve, adapting quickly as you learn what works best. 

• Tell a Compelling Story: Share progress and insights with senior stakeholders in a way that builds confidence and support for your team's work. 

• Champion Our Values: Uphold the highest standards of compliance and bring Agoda's mission and values to life every day. 

What You'll Bring: 

• Business-level proficiency, spoken and written, in English  

• 10+ years of leadership experience in contact center, operations, or customer service, leading through multiple layers of management across sites or regions 

• Working knowledge of, or experience in, travel-related operations 

• A track record of building and scaling teams or functions from the ground up 

• A strategic mindset: you don't just execute a plan, you shape it, and know when to shift direction 

• Strong analytical skills and comfort using data to guide decisions and coach others to do the same 

• A natural ability to build trust and influence others, even without direct authority 

• Excellent listening, critical thinking, and problem-solving skills, with great attention to detail 

• Confidence presenting to and engaging senior leadership 

• Comfort navigating ambiguity, shifting priorities, and the energy of a fast-paced, evolving environment 

• Based in or willing to relocate to Kuala Lumpur, Malaysia 

Nice to Have: 

• Experience building a new team or function from scratch, especially in travel, e-commerce, or fintech 

• Familiarity with Agile ways of working for managing multiple initiatives at once 

• Hands-on experience with CRM, contact center, workforce management, or data visualization tools 

• Exposure to predictive analytics or AI-driven tools 

• Additional language skills 

What Makes You a Great Fit:

Beyond the experience above, we're looking for someone who naturally brings these qualities to the table: 

• A builder at heart: You love creating something from nothing, whether structure, process, or direction, rather than waiting for someone else to hand you the playbook. 

• Genuinely customer-obsessed: You care about truly solving the customer's problem and finding the right outcome for them. 

• A natural root-cause thinker: You look past the immediate issue to understand what's really going on, and you share what you learn so others can benefit too. 

• Comfortable with data, driven by insight: You use evidence and real-world results to keep improving your approach, rather than sticking to a fixed plan. 

• A trusted collaborator: People across the business want to work with you, because you build real partnerships, not just transactions. 

• Calm, confident, and adaptable: You bring clarity and good judgment even when things are still taking shape, and you're comfortable making decisions without having every answer. 

If this sounds like you, we'd love to hear from you. Join us in building something new and in making travel better, one customer at a time