Head of People Services & Help Desk — Bangkok

Agoda; Amsterdam; On-site; EUR 52,000 - 110,000; 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 global employee support across Tier 1, Tier 0, and People Relations. The role shapes scalable, trusted service delivery with governance for complex employee matters and self-service initiatives.

Based in Bangkok with relocation support, this senior leader will drive performance, policy alignment, and data-driven improvements to deliver an exceptional employee experience at scale.

Qualifications

• Bachelor’s degree in business, HR, operations, or related field (plus).
• 10+ years in HR shared services, People operations, or employee relations including leadership.
• Experience running a service delivery function with governance and metrics.

Responsibilities

• Lead and scale Agoda’s People Services front door, Tier 1 support, Tier 0 self-service, and global case governance.
• Set service standards, KPIs, and operating controls for high-quality, compliant support.
• Build a strong service culture with accountability for employee experience and escalation handling.
• Drive workforce planning, capacity management, and prioritization across service demand.

Skills

People leadership

Service delivery

Stakeholder management

Process improvement

Global scope

Education

Bachelor’s degree in business, HR, or related field

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 global employee support across Tier 1, Tier 0, and People Relations. The role shapes scalable, trusted service delivery with governance for complex employee matters and self-service initiatives.

Based in Bangkok with relocation support, this senior leader will drive performance, policy alignment, and data-driven improvements to deliver an exceptional employee experience at scale.