Global Head, People Services & Help Desk

Agoda Company Pte. Ltd.; Sydney; On-site; AUD 200,000 - 320,000; Full time

Benefits offered by this job

Relocation support

Job summary

Agoda is seeking an Associate Director, Head of People Services & Help Desk to lead the employee-facing service delivery model globally. You will oversee Tier 1 support, Tier 0 self-service, and Global People Relations Services, shaping how employees access HR guidance and case management across a fast-moving, international organization.

You will build scalable processes, governance, and self-service adoption while ensuring high-quality, trusted support to managers and staff.

Qualifications

• Bachelor’s degree required; advanced degree a plus.
• 10+ years in HR shared services, People operations, or related leadership roles.
• Experience leading multi-team service delivery with governance and risk awareness.

Responsibilities

• Lead Tier 1 Help Desk, Tier 0 self-service, and specialist interfaces.
• Set service standards and operating rhythms for employee support.
• Drive governance, routing, escalation, and first-contact resolution improvements.
• Oversee Global People Relations Services and complex employee matters.
• Partner with Legal, Compliance, and HRBPs to ensure compliant, fair handling.

Skills

People leadership

Service delivery

Policy guidance

Stakeholder management

Education

Bachelor’s degree in business, HR, operations, law, psychology

Tools

HRIS

Case management systems

Knowledge bases

Digital support tools

Job description

Agoda is seeking an Associate Director, Head of People Services & Help Desk to lead the employee-facing service delivery model globally. You will oversee Tier 1 support, Tier 0 self-service, and Global People Relations Services, shaping how employees access HR guidance and case management across a fast-moving, international organization.

You will build scalable processes, governance, and self-service adoption while ensuring high-quality, trusted support to managers and staff.