Customer Service Vendor Manager (Based in Bangkok or Kuala Lumpur)

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.

We are looking for a Customer Service Vendor Manager, who will play a key role in our growing Customer Experience Group (CEG). The Customer Service Vendor Manager will work directly with our outsourced vendor(s) and will interface with all the company’s internal stakeholders, collaborating closely with Customer Support Teams, Workforce Management, Technology, People team and more across global sites.  

The Customer Service Vendor Manager will also conduct regular reviews of vendor performance support and work closely with CEG leadership to determine the vendor strategy. He/she will continue to own and manage the relationship with selected vendor(s), closely monitoring the quality of the service delivered, to ensure a high standard of products are maintained.  

• Own and manage selected vendor relationship(s): 
  • Identify improvement in processes operated by vendor(s) 
  • Collaborate with internal managers and SLT members in operations to ensure Objectives and Key Results are met on time and with high quality. 
  • Manage vendor costs and pricing including invoicing in partnership with Work Force Management   
  • Ensure compliance is upheld, including but not limited to recruitment policies, guidelines, and achievement of appropriate service levels
  • Learning & development – best practice sharing of vendor performance methodology as well as Agoda process sharing and adherence  
  • Educate, communicate, and embody compliance and integrity. Address issues and escalations 
  • Lead regular cadence with vendors on strategic talks and growth opportunities.
• Operational planning and coordination: 
  • Strategy planning: monthly and quarterly, KPIs, technology and product launches and alignment which impacts vendor/vendors 
  • Work with WFM – check schedules, forecast, optimize agent occupancy to assess needs and staffing planning with vendors  
  • Be a key team player and work with WFM, business operations and other senior stakeholders to ensure operational success through strong performance management of vendor/s 
  • Cross functional meetings – support functions, attend meetings, regular and ad-hoc meetings with other department local leaders, get & share updates, and product launches with vendor 
  • Escalations – customer related, review / approve, define process improvement opportunities 
  • Project related activities – rollouts, active participation in meetings, own projects which impact vendors 

Regularly identifies improvement opportunities, quantifies them, and follows through to measurable/demonstratable outcomes. Embraces both successes and failures to learn and maximize the benefit. Embraces and drives change, is open and supportive of improvement opportunities identified by others. 

Collaborates and engages with colleagues and broader Agoda teams to share ideas and learning and work together toward shared ambitions. 
Is respectful to colleagues, open to different perspectives /viewpoints, and positively contributes to discussions. 

Is committed to building and nurturing a culture of frequent feedback, coaching and career development. 
Provides clarity on accountabilities and goals and progress. 
Regularly takes the opportunity to connect and align teams and team members to the Agoda/CEG strategy, making these relevant and digestible. 

Delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences, and influences partner decisions 

Vendor performance management, drive performance, partner on training and coaching delivery & communications
Knowing HR/staffing policies (country specific) and how it impacts vendors and Agoda
Put strategy to action / develop self-awareness, model leadership authentic, personal brand, confidence, knowing people`s motivations, diversity, encouragement to enable vendor success
L&D – develop partners and share best practice between in-house and vendor teams and understand impact of people processes 

Data competency, analyze numbers, leverage tools, draw conclusions, data driven decision making
Use analytical and logical reasoning to examine the data available and collaborate with analytics for data mining, business intelligence, and data visualization 

Strategical thinking – Ability to assess, view, forecast and create a vision for the future to aid decision making process to ensure business growth
Decision making ability, having a vision on the future of business, improve, move fast, experimental, creative, find solutions, implement plans
Strategic leadership: drive strategy & innovation through vendor partnerships
Provide strong insights externally, tech development, competitive landscape, differentiators in vendor management
Build engagement and understanding around future direction, connect people to vision, model change, resilience, support and inspire people through change 

Ability to identify, create and apply processes, methods, knowledge, skills and experiences with the aim to achieve project objectives 

Experience with outsourced vendors, their processes and performance management framework and how it impacts company performance 
Customer focus – invest time in building good relationships, collaborate externally, aim for best-in-class customer experience, engage team, implement action steps to deliver this
Commercial acumen - is keen and able to quickly understand and deal with a business situation in a manner that will benefit the company 

At least four (4) years of experience in managing projects of similar domain (including experience in call center management), scope and scale. Good knowledge of contact center industry best practices.  Good supervisory, planning, management, and communication skills. Able to make or direct decisions on staffing, systems, and operational needs of the Contact Centre. Possess a customer-oriented outlook 

On the job training, Leadership Training, and more 

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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.

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.