Associate Director, Global People Services and Help Desk (Bangkok Based -Relocation provided)

Agoda Company Pte. Ltd.; Województwo mazowieckie; On-site; PLN 650,000 - 1,000,000; 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 across Tier 1, Tier 0 self-service, and Global People Relations Services. This role shapes how colleagues access support on policies, onboarding, mobility, and lifecycle questions, aligning with governance and data privacy requirements.

Based in Bangkok with relocation support, you will build scalable, high-quality processes, define KPIs, and foster a service-driven

Qualifications

• Bachelor’s degree in business, HR, operations, law, psychology, or related field.
• Typically 10+ years of relevant experience across HR shared services or People operations.
• Experience leading managers and multiple service teams in a complex, matrixed environment.
• Strong experience running a service or support function with clear accountability for quality.
• Experience with HR technology platforms and service tools (HRIS, case management, knowledge bases).
• Ability to use data/analytics to monitor performance and inform improvements.

Responsibilities

• Lead the employee-facing People Services front door across Tier 1, Tier 0 self-service, and interface into specialist teams.
• Define how employees access support across People topics, ensuring a seamless, trusted experience.
• Establish service principles, KPIs, and governance for day-to-day People support and complex case handling.
• Build a scalable People support model with global reach and strong governance.
• Lead the People Services & Help Desk team to deliver high-quality Tier 1 support across HR topics.
• Set standards and operating controls to ensure timely, accurate, compliant case handling.
• Oversee workforce planning, capacity management, and prioritization across demand and initiatives.
• Lead Global People Relations Services for complex employee matters with governance across cases.
• Partner with HRBPs, Legal, Compliance to ensure fair, consistent handling.
• Drive continuous improvement of routing, escalation, self-service, and knowledge management.

Skills

Leadership

Stakeholder management

Service delivery

Multi-tier service delivery

Data analytics

HR technology platforms

Policy compliance

Education

Bachelor’s degree in business

Bachelor’s degree in HR

Tools

HRIS

Case management systems

Knowledge bases

Digital support tools

Job description

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.

About the Team

The People Team at Agoda is committed to attracting, developing, and retaining exceptional talent from across the globe. We work to create an inclusive, high-performing, and engaging environment where employees can grow, contribute meaningfully, and do their best work. Through a strong focus on people experience, service quality, and business partnership, we help Agoda scale while preserving what makes our culture distinctive.

Within the People Team, thePeople Experience and Servicesfunctionis responsible fordesigning and delivering critical people experiences, services, and operating foundations that support employees and managers across the employee lifecycle. This includes enabling smooth onboarding and mobility experiences, delivering effective workplace and office services, and ensuring employees have access totimely, trusted, and high-quality support when they need it.

At the center of this model sitsPeople Services & Help Desk— Agoda’s front door for People support — supported by specialist service teams such asPeople Relations Services. Together, these teams play a critical role in how employees and managers experience the People function day to day: through clear guidance, responsive support, effective issue resolution, and trusted handling of sensitivepeoplematters.

Opportunity

We are looking for anAssociate Director, Head of People Services & Help Deskto lead Agoda’s employee-facing People service delivery model acrossPeople Help Desk / Tier 1 support,Tier 0 / self-service foundations, andGlobal People Relations Services.

This is a key leadership role within People Experience and Services, responsible for shaping how employees and managers access support across a wide range of People topics — from day-to-day HR questions and lifecycle support to more complex and sensitive employee matters requiring specialist intervention.

In this role, you will lead the teams responsible for:

• Tier 0 / self-service and knowledge foundations
• Global People Relations Services, including case governance and specialist support for complex employee relations matters

You will own the effectiveness of Agoda’s People support model from the employee and manager perspective, ensuring it is clear, trusted, scalable, and increasingly insight-driven. This includes strengthening service standards, improving routing and handoffs across teams, enabling greater self-service, and ensuring sensitive employee matters are handled with appropriate quality, consistency, and governance.

This role is ideal for a leader who combines strong service delivery and operational leadership with sound judgment, systems thinking, and the ability to build a modern, scalable People support model in a global, fast-moving organization.

This position is based inBangkok. Agoda provides relocation support for successful candidates who are not currently located in Bangkok. Please note that we arenot open to remote workor the possibility of being based in other locations.

What you’ll do

Lead Agoda’s People Services front door and employee support model

• Lead Agoda’s employee-facing People Services model acrossTier 1 Help Desk support,Tier 0 self-service, and the interface into specialist support teams.
• Define and evolve how employees and managers access support across People topics, ensuring a clear, seamless, and trusted experience.
• Establish strong service principles, operating rhythms, and leadership across the teams responsible for day-to-day People support and complex employee issue resolution.
• Ensure Agoda’s People support model scales effectively with organizational growth, complexity, and global reach.

Lead the People Services & Help Desk team

• Lead, manage, and develop thePeople Services & Help Deskteam to deliver high-quality, consistent, and empathetic Tier 1 support across core HR topics such as policies, processes, employee data, benefits, onboarding, leaves, mobility, and general employee lifecycle support.
• Set service standards, KPIs, quality expectations, and operating controls to ensuretimely,accurate, and compliant case handling.
• Build a strong service culture with clear accountability for employee experience, right-first-time resolution, responsiveness, and professionalism.
• Oversee workforce planning, capacity management, and prioritization across service demand, seasonal peaks, and new People initiatives.

Lead Global People Relations Services

• Lead theGlobal People Relations Servicesteam, ensuring high-quality and well-governed support across complex employee matters such as performance concerns, misconduct, grievances, investigations, disciplinary actions, involuntary exits, and employee matters arising from organizational change.
• Ensure clear service ownership, escalation pathways, and governance across People Relations case handling.
• Partner closely with HR Business Partners, Legal, Compliance, and other relevant stakeholders to ensurepeoplerelations matters are handled fairly, consistently, pragmatically, and in line with internal policies and local legal requirements.
• Drivehigh standardsin case management, documentation, risk identification, and decision quality across the People Relations team.
• Use case trends and themes to inform improvements in manager guidance, policy design, service processes, and broaderpractices.

Own the operating interfaces across Tier 1, People Relations, and specialist teams

• Serve as the senior operational owner for howwork flowsbetweenHelp Desk / Tier 1,People Relations Services, and other Tier 2 / specialist teams across the People organization.
• Define and continuously improve routing logic, escalation models, intake criteria, handoffs, service ownership, and resolution pathways.
• Ensure employees and managers experience a joined-up service model even when multiple People teams are involved.
• Clarify roles and interfaces across Help Desk, People Relations, Payroll, Rewards, Mobility, People Partners,CoEs, and other specialist teams.

Build Tier 0 / self-service and knowledge management foundations

• Develop and execute Agoda’s roadmap forTier 0 / self-service, moving the organization toward more proactive, intuitive, and self-directed resolution of common People queries.
• Own and strengthen the People knowledge ecosystem, including FAQs, help content, decision trees, agent guidance, and employee-facing support materials.
• Partner with policy owners and People SMEs to simplify complex topics into clear, scalable, and user-friendly content.
• Drive case deflection, knowledge reuse, content governance, and self-service adoption through disciplined measurement and continuous improvement.
• Partner with Product, Tech, Systems, and Data teams to improve People support platforms, workflows, and user journeys across self-service and case management.
• Identifyand help shape practical use cases for conversational and agentic AI within People Services, ensuring they enhance employee experience and complement human support.
• Provide leadership input into the design, testing, rollout, and continuous refinement of AI-enabled and digital service solutions.
• Ensureappropriate controls, privacy, escalation paths, and trust mechanisms are in place for all digital and AI-supported support channels.

Drive operational excellence and continuous improvement

• Monitor and improve key service performance metrics across Help Desk and People Relations Services, such as case volume, first contact resolution, time to resolution, service quality, customer satisfaction, escalation rates, re-open rates, and self-service deflection.
• Lead ongoing improvements in workflows, playbooks, standard responses, training, quality assurance, and reporting.
• Partner with People Service Excellence and other stakeholders to simplify processes, remove friction, and improve end-to-end employee and manager experiences.
• Ensure effective controls, compliance, documentation standards, and data privacy practices are embedded across service operations.

Lead through insight, stakeholder partnership, and change

• Act as the senior PeopleServicescontact for service performance, priorities, risks, and transformation opportunities.
• Provide regular insight and reporting to People leaders on service trends, root causes, organizational pain points, and improvement opportunities.
• Partner with Communications and relevant People teams to coordinate messaging around policy changes, process updates, and new tools or services.
• Support broader People transformation by bringing an employee-service lens to operating model design, simplification, and capability building across the function.

What you’ll need to succeed

• Bachelor’s degree in business, Human Resources, Operations, Law, Psychology, or a related field; advanced degree is a plus.
• Typically,10+ yearsof relevant experience across HR shared services, employee services, People operations, employee relations, HRBP, service delivery, or related functions, including significant leadership experience.
• Demonstrated experience leading managers and/or multiple service teams in a complex, matrixed, and fast-paced environment.
• Strong experience running a service or support function with clear accountability for quality, responsiveness, service design, and stakeholder experience.
• Strong understanding of multi-tier service delivery models, including Tier 0 / self-service, Tier 1 support, and specialist / Tier 2 case management.
• Meaningful exposure to employee relations or complexpeopleissue resolution, with sound judgment on sensitive matters and a strong appreciation for governance, risk, and consistency.
• Strong skills in service design, operating model improvement, process improvement, and cross-functional workflow design.
• Experience with HR technology platforms and service tools such as HRIS, case management systems, knowledge bases, and digital support tools.
• Demonstrated ability to use data and analytics tomonitorperformance,identifythemes and root causes, and drive prioritization and decision-making.
• Excellent stakeholder management and communication skills, with the ability to build trust and influence across leaders, specialist teams, and cross-functional partners.
• Strongpeopleleadership capability, including coaching leaders and managers, building team capability, and creating a high-performance, service-oriented culture.
• Comfortoperatingin a global, evolving, and ambiguous environment, with a strong bias for execution, improvement, and scale.

It’s great if you also have

• Experience in a global or regionalHR shared services / People servicesenvironment.
• Experience leading both broad employee support teams and specialist employee relations or case management teams.
• Experience in knowledge management, service content strategy, and self-service adoption.
• Hands-on exposure to conversational AI, chatbots, virtual assistants, or workflow automation in HR or customer support environments.
• Experience improving employee experience through service redesign, process simplification, or digital product thinking.
• Experience ina high-growth tech, internet, or digital business.
• Familiarity with global organizationsoperatingacross multiple countries, cultures, and regulatory environments.

Why this role matters

This role is a unique opportunity to shape how Agoda employees and managers experience People support at scale. From everyday HR queries to more complex and sensitive employee matters, the teams in this scope play an important role in making sure our people feel supported, informed, and able to navigate key moments in their Agoda journey with confidence.

AsAssociate Director, Head of People Services & Help Desk, you will help build a more connected, scalable, and future-ready support model, improving service quality, strengthening self-service, and ensuring complex cases are handled with care and consistency. Your work will directly influence employee experience, manager effectiveness, and how the People function continues to evolve as Agoda grows globally.

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