Job Opportunities API

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. Role overview:   Our customer-experience-centric Social Media team is growing and we are looking for a Social Media Team Manager with a strong focus on Online Reputation Management (ORM). In this role, you will wear two hats: leading ORM strategy - including social listening, monitoring, analysis, and optimization - while also managing a team of social media agents for day-to-day operations. This is a unique opportunity to help shape and grow Agoda's social media function, with significant scope to build something meaningful.   In this Role, you'll get to:   Online Reputation Management & Monitoring   Monitor and analyze social media channels for brand mentions, sentiment trends, and reputation risk signals to  identify  potential business  impact .   Synthesize complex social data from multiple sources into clear ORM summaries, recommendations, and decision-ready materials for stakeholders.   Develop, document, and maintain ORM playbooks, escalation templates, and investigation frameworks; ensure governance and  controls  requirements are met.   Track mitigation plans and ensure  timely  follow-up on action items and unresolved reputational risks.   Reporting & Data Analysis   Analyze social media dashboards and platform data to  identify  trends, root causes, and performance opportunities.   Prepare robust social listening and ORM reports for senior stakeholders, highlighting key signals, ongoing initiatives, and actionable insights.   Leverage data tools (SQL, Tableau, or equivalent) to build and  maintain  reporting frameworks that support operational decision-making.   Team Management & Operational Collaboration   Manage and develop a team of social media agents - coach, mentor, motivate, and evaluate performance on a regular basis.   Identify  performance gaps, formulate action plans to address them, and monitor outcomes to ensure success.   Continuously  monitor  traffic and service levels; highlight discrepancies and take immediate corrective action.   Assist  with planning and organizing proper coverage and staffing alignment.   Partner with WFM, QA, and cross-functional teams on key operational initiatives and document learnings.   Process Improvement & Ownership   Drive continuous improvement in social listening workflows,  monitoring  processes, and post-incident learnings.   Lead cross-department working group discussions and provide post-mortem reviews for reputational and operational incidents.   Improve internal processes by  identifying  recurring pain points, operational gaps, and opportunities to standardize ORM management.   Supervise quality assurance processes and related training of team members to ensure consistent, high-quality