Head of Global People Services & Help Desk

Agoda; Indonesia; On-site; IDR 1,618,122,990 - 3,236,245,980; Full time

Job summary

Agoda is seeking an Associate Director, Head of People Services & Help Desk to lead employee-facing service delivery across Help Desk, Tier 0 self-service, and Global People Relations. Based in Bangkok with relocation support, this role not open to remote work.

You will shape end-to-end service excellence, define KPIs, and build scalable, compliant processes across a global workforce. A strong HR leadership background and experience in multi-tier delivery are essential.

Qualifications

• Bachelor’s degree in business, HR, operations, law, psychology, or related field.
• 10+ years of experience across HR shared services, people operations, employee relations, HRBP, or service delivery, with leadership experience.
• Proven ability to lead managers or multiple service teams in a complex, matrixed environment.
• Experience with multi‑tier service delivery models (Tier 0, Tier 1, and specialist/Tier 2).
• Strong stakeholder management and communication skills to build trust across leaders and partners.

Responsibilities

• Lead Agoda’s People Services front door and employee support model across Tier 1 Help Desk, Tier 0 self‑service, and specialist teams.
• Oversee workforce planning, capacity management, and prioritization across demand peaks and new initiatives.
• Lead Global People Relations Services including complex employee matters and policy alignment.
• Own operating interfaces across Tier 1, People Relations, and specialist teams; define routing, escalation, and handoffs.
• Build Tier 0 self‑service and knowledge management foundations; drive content governance and deflection.

Skills

People leadership

HR service delivery

Stakeholder management

Service design

Data analytics

Change management

Education

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

Tools

HRIS

Case management

Job description

Agoda is seeking an Associate Director, Head of People Services & Help Desk to lead employee-facing service delivery across Help Desk, Tier 0 self-service, and Global People Relations. Based in Bangkok with relocation support, this role not open to remote work.

You will shape end-to-end service excellence, define KPIs, and build scalable, compliant processes across a global workforce. A strong HR leadership background and experience in multi-tier delivery are essential.