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Digital Marketing On-site

Regional Manager, Social Media Operations

Job Overview

The Regional Manager, Social Media Operations will lead Agoda’s social care and online reputation operations across markets, sites, and vendor partners. 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…

Key points

  1. Lead multi-country, multi-site social media operations, owning service quality, response and resolution performance, efficiency, resiliency and cost-to-serve.

  2. Set standard operating procedures (SOPs) for customer engagement across public and private channels, ensuring timely, empathetic, accurate, and on-brand responses to inquiries, complaints…

  3. Establish a robust online reputation management framework, including social listening, sentiment analysis, performance reporting, and early-warning mechanisms.

  4. Own and report core social operations KPIs, including response coverage, response and resolution time, sentiment, escalation rate, quality, and customer experience outcomes.

  5. Strong strategic thinking combined with exceptional operational execution and the ability to translate strategy into measurable outcomes.

  6. Proven experience building, scaling, and improving operating models across markets, channels, and customer segments.

  7. Advance stakeholder management and influencing capability, including credibility with senior leadership.

  8. Experience leading and developing managers, building high-performing teams, and creating resilient leadership pipelines.

Skills

Social MediaRoadmappingInterviewingSQLStakeholder ManagementRecruiting

Experience: Senior-level · 10+ years

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