--- title: 'Regional Manager, Social Media Operations at Agoda' canonical: 'https://feeny.ai/job/regional-manager-social-media-operations-agoda-bangkok-zpvz6evvx3rt' type: 'job' last_seen: '2026-11-08' --- # Regional Manager, Social Media Operations at Agoda - **Company:** Agoda - **Location:** Bangkok, Thailand / Kuala Lumpur, Malaysia - **Posted:** 2026-10-22 - **Last confirmed live:** 2026-11-08 - **Apply:** https://job-boards.greenhouse.io/agoda/jobs/8311578 ## Job description ## About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide. No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us. The Opportunity 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. You will set the strategic direction and operating standards for CEG (Customer Experience Group) social media customer operations globally, translating Agoda’s priorities into an integrated social roadmap that improves customer outcomes and operational resilience. As the leader of this function, you will partner with Brand, Marketing, Product, and other teams to keep Agoda’s social presence responsive, customer-focused, and on-brand. This is a high-impact leadership role for an operator who can combine customer obsession, operational discipline, data-driven decision-making, and sound judgment in high-visibility situations. What You'll 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. - 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. Who You Are: - 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. Nice to Have: - 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. Please review our Hiring Process Guidelines before your interview — click [here](https://careersatagoda.com/interview/)to learn how interviewing at Agoda works. Discover more about working at Agoda - Agoda Careers [https://careersatagoda.com](https://careersatagoda.com/) - Facebook https://www.facebook.com/agodacareers/ - LinkedIn https://www.linkedin.com/company/agoda - YouTube https://www.youtube.com/agodalife ## Equal Opportunity Employer At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our [privacy policy](https://careersatagoda.com/privacy-statement). Disclaimer We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee. ## About Agoda ## Company Overview - **One-liner**: Agoda is a digital travel platform that helps travelers find great value deals on hotels, flights, and activities worldwide. - **Entity Type**: Public (subsidiary of Booking Holdings Inc., NASDAQ: BKNG) - **Headquarters**: Singapore - **Founded**: 2005 - **Founders**: Robert Rosenstein and Michael Kenny ## Core Business - Primary industry: Online travel and accommodation booking - Target customers: B2C (leisure and business travelers globally) - Mission/purpose: “Bridging the world through travel” – making travel easier, more affordable, and rewarding for everyone. ## Products & Services - **[Agoda.com / Agoda mobile app]**: Online travel agency (OTA) offering booking for hotels, homes, villas, flights, and activities. Available in 39 languages with 24/7 customer support. - **[Agoda Flights]**: Flight booking service launched in 2010. - **[Agoda Easy Cancel / Hygiene Plus]**: Products introduced during the pandemic to offer flexible cancellation and enhanced cleanliness information. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed separately; parent company Booking Holdings has a market cap of approximately $140+ billion (as of mid-2025). Agoda is a key growth engine within the group. - **Key Metric**: Over 7,000 employees; processes 1 trillion price checks daily; 2B+ user interactions captured daily; 12 PB of data processed monthly. - **Notable Investors/Partners**: Wholly owned by Booking Holdings (NASDAQ: BKNG). Partnerships with over 6 million hotels and holiday properties globally. - **Growth Signals**: Expanded to 27 markets; launched new products during COVID-19 (ASQ, Go Local, Easy Cancel); continues to hire aggressively across engineering, product, and analytics roles. ## Competitive Advantages - **Scale & Data**: Access to Booking Holdings’ global network and massive data pipeline (12 PB/month, 1 trillion price checks/day) enables real-time pricing optimization and personalization. - **Tech-First Culture**: Data-driven experimentation (1,000+ live experiments at any time), heavy use of GenAI, and a strong engineering focus. - **Asia Home Base**: Deep roots in Asia-Pacific with a large office in Bangkok, giving local market insights and cost advantages. - **Parent Support**: Backed by one of the world’s largest online travel companies, providing financial stability and cross-selling opportunities. ## Strategic Focus - **Growth through technology**: Continued investment in AI, machine learning, and experimentation to improve search, pricing, and user experience. - **Expanding product offerings**: Growing beyond accommodation into flights, activities, and domestic travel options. - **Sustainability**: Integrating sustainability initiatives into operations and offerings. - **Talent acquisition**: Actively hiring across multiple functions (engineering, product, data, marketing) to support global expansion. ## Why Work Here - **Culture**: Described as “data-driven to the core” with a focus on experimentation, ownership, and direct respect. Inclusive environment with 90+ nationalities represented. - **Flexibility**: Hybrid workplace balancing in-office and work-from-home days; employees can work from anywhere for up to 30 calendar days per year. - **Benefits**: Competitive perks, flexible benefits, relocation support for key roles, and recognition as an award-winning workplace (Fortune World’s Most Admired Companies 2025, TIME/Statista World’s Best Companies 2023, Forbes World’s Top Companies for Women 2023). - **Engineering & Analytics**: Strong emphasis on tech – 1,000+ live experiments, 12 PB data/month, and a “scientist” mindset across teams. Opportunities to work on massive-scale systems. - **Community**: Employee Resource Groups (ERGs) for belonging and inclusion; lively social events like AgodaFest. ## Sources 1. [agoda.com](https://www.agoda.com/about-agoda/) 2. [careersatagoda.com](https://careersatagoda.com/our-culture/) 3. [careersatagoda.com](https://careersatagoda.com/) 4. [job-boards.greenhouse.io](http://job-boards.greenhouse.io/agoda) 5. 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