Global People Services & Help Desk Leader

Agoda; Jakarta Pusat; On-site; IDR 809,061,495 - 1,132,686,093; Full time

Job summary

Agoda seeks an Associate Director, Head of People Services & Help Desk to lead employee-facing service delivery across global teams. Based in Bangkok with relocation support, this role drives Tier 1/0 support, People Relations, and cross-functional interfaces to ensure policy-aligned, high-quality service.

You will shape knowledge management, self-service roadmaps, and AI-enabled support while building a high-performance, global service culture in a fast-growing tech environment.

Qualifications

• Bachelor’s degree in business, HR, operations, law, psychology, or related field.
• 10+ years in HR shared services, people operations, employee relations, HRBP, or service delivery.
• Experience leading managers or multiple service teams in a complex, matrixed environment.
• Experience running a service or support function with quality and stakeholder focus.
• Proficiency in multi-tier service delivery models (Tier 0, Tier 1, and Tier 2).

Responsibilities

• Lead the People Services front door and employee support model across Tier 1 and Tier 0.
• Set service standards, KPIs, and operating controls for case handling.
• Build a strong service culture with accountability for employee experience.
• Oversee workforce planning and capacity management.
• Lead Global People Relations Services for performance, misconduct, grievances, investigations.
• Own interfaces across Tier 1, People Relations, and specialist teams.

Skills

Strategic leadership

Stakeholder management

Service design

Data-driven decision making

Global program management

Education

Bachelor’s degree in business, HR, operations, law, psychology, or related field

Advanced degree is a plus

Tools

HRIS

Case management systems

Knowledge bases

Digital support tools

Job description

Agoda seeks an Associate Director, Head of People Services & Help Desk to lead employee-facing service delivery across global teams. Based in Bangkok with relocation support, this role drives Tier 1/0 support, People Relations, and cross-functional interfaces to ensure policy-aligned, high-quality service.

You will shape knowledge management, self-service roadmaps, and AI-enabled support while building a high-performance, global service culture in a fast-growing tech environment.