Job Description
Agoda bridges the world through travel. The company was founded in 2005 by two lifelong friends and entrepreneurs who wanted to make it easier for people to explore the world.
Agoda is part of Booking Holdings and has a diverse workforce of more than 7,000 employees from 90 countries working across offices around the world. The company connects travellers with millions of hotels, holiday properties, flights and experiences worldwide.
Data and technology are central to Agoda’s culture and support continuous innovation, curiosity and improvement.
About the People Team
The People Team at Agoda is responsible for attracting, developing and retaining exceptional talent from around the world.
The team works to create an inclusive, high-performing and engaging work environment where employees can grow, contribute meaningfully and perform at their best.
Through a strong focus on employee experience, service quality and business partnership, the People Team supports Agoda’s growth while preserving the company’s distinctive culture.
The People Experience and Services function designs and delivers important employee experiences, services and operating foundations across the employee lifecycle.
Its responsibilities include supporting onboarding and mobility experiences, delivering workplace and office services and ensuring employees and managers receive timely, reliable and high-quality People support.
People Services and Help Desk acts as the primary access point for People-related support and is supported by specialist service teams such as People Relations Services.
These teams provide clear guidance, responsive support, effective issue resolution and trusted handling of sensitive employee matters.
Opportunity
Agoda is looking for an Associate Director, Head of People Services and Help Desk to lead its employee-facing People service delivery model across People Help Desk Tier 1 support, Tier 0 self-service foundations and Global People Relations Services.
This is a senior leadership role within People Experience and Services.
The position will shape how employees and managers access support across a wide range of People topics, including routine Human Resources queries, employee lifecycle support and complex or sensitive employee matters requiring specialist intervention.
The selected candidate will lead teams responsible for People Help Desk and Tier 1 services, Tier 0 self-service and knowledge foundations and Global People Relations Services.
Global People Relations Services includes case governance and specialist support for complex employee relations matters.
The role will own the effectiveness of Agoda’s People support model from the employee and manager perspective.
The successful candidate will ensure that the support model remains clear, trusted, scalable and increasingly driven by data and service insights.
The position will strengthen service standards, improve routing and handoffs between teams, increase self-service capability and ensure sensitive employee matters are managed with appropriate quality, consistency and governance.
This role is suitable for a leader who combines strong service delivery and operational leadership with sound judgment, systems thinking and the ability to build a modern and scalable People support model in a global and fast-moving organization.
The position is based in Bangkok.
Agoda provides relocation support for successful candidates who are not currently based in Bangkok.
Remote work and work from other locations are not available for this role.
Lead Agoda’s People Services Front Door and Employee Support Model
Lead Agoda’s employee-facing People Services model across Tier 1 Help Desk support, Tier 0 self-service and the interface with specialist support teams.
Define and continuously improve how employees and managers access support across People-related topics.
Ensure a clear, seamless and trusted employee and manager experience.
Establish strong service principles, operating rhythms and leadership practices across teams responsible for day-to-day People support and complex employee issue resolution.
Ensure Agoda’s People support model can scale effectively with organizational growth, complexity and global expansion.
Lead the People Services and Help Desk Team
Lead, manage and develop the People Services and Help Desk team.
Ensure the team delivers high-quality, consistent and empathetic Tier 1 support across core Human Resources topics.
These topics include organizational policies, HR processes, employee data, benefits, onboarding, employee leave, mobility and general employee lifecycle support.
Define service standards, performance indicators, quality expectations and operating controls.
Ensure employee cases are handled accurately, promptly and in compliance with relevant requirements.
Build a strong service culture with clear accountability for employee experience, right-first-time resolution, responsiveness and professionalism.
Oversee workforce planning, team capacity management and prioritization across service demand, seasonal peaks and new People initiatives.
Lead Global People Relations Services
Lead the Global People Relations Services team.
Ensure high-quality and well-governed support across complex employee matters.
These matters include performance concerns, misconduct, grievances, workplace investigations, disciplinary actions, involuntary exits and employee matters arising from organizational change.
Establish clear service ownership, escalation pathways and governance across People Relations case handling.
Partner closely with HR Business Partners, Legal, Compliance and other relevant stakeholders.
Ensure employee relations matters are handled fairly, consistently and pragmatically while complying with internal policies and applicable local legal requirements.
Drive high standards in case management, documentation, risk identification and decision quality.
Use employee relations case trends and recurring themes to improve manager guidance, policy design, service processes and broader People practices.
Own Operating Interfaces Across Tier 1, People Relations and Specialist Teams
Act as the senior operational owner for the flow of work between Help Desk Tier 1, People Relations Services and other Tier 2 or specialist teams across the People organization.
Define and improve routing logic, escalation models, intake criteria, handoffs, service ownership and resolution pathways.
Ensure employees and managers experience a connected support model even when several People teams are involved.
Clarify responsibilities and interfaces across Help Desk, People Relations, Payroll, Rewards, Mobility, People Partners, Centres of Excellence and other specialist teams.
Build Tier 0 Self-Service and Knowledge Management Foundations
Develop and execute Agoda’s roadmap for Tier 0 self-service.
Move the organization toward more proactive, intuitive and self-directed resolution of common People queries.
Own and strengthen the People knowledge ecosystem.
This includes frequently asked questions, help content, decision trees, agent guidance and employee-facing support materials.
Partner with policy owners and People subject matter experts to convert complex topics into clear, scalable and user-friendly content.
Increase case deflection, knowledge reuse, content governance and self-service adoption through disciplined measurement and continuous improvement.
Enable Digital, Conversational and AI-Supported Service Delivery
Partner with Product, Technology, Systems and Data teams to improve People support platforms, workflows and user journeys across self-service and case management.
Identify practical use cases for conversational and agentic artificial intelligence within People Services.
Ensure AI-supported solutions improve employee experience and complement human support.
Provide leadership input into the design, testing, implementation and continuous improvement of AI-enabled and digital service solutions.
Ensure appropriate controls, data privacy measures, escalation pathways and trust mechanisms are in place across digital and AI-supported service channels.
Drive Operational Excellence and Continuous Improvement
Monitor and improve service performance metrics across Help Desk and People Relations Services.
Relevant measures include case volume, first-contact resolution, time to resolution, service quality, customer satisfaction, escalation rates, reopened cases and self-service deflection.
Lead improvements in workflows, playbooks, standard responses, employee and manager support training, quality assurance and reporting.
Partner with People Service Excellence and other stakeholders to simplify processes, remove friction and improve the complete employee and manager experience.
Ensure appropriate controls, compliance requirements, documentation standards and data privacy practices are embedded throughout service operations.
Lead Through Insight, Stakeholder Partnership and Change
Act as the senior People Services contact for service performance, priorities, risks and transformation opportunities.
Provide regular insights and reports to People leaders on service trends, root causes, organizational pain points and improvement opportunities.
Partner with Communications and relevant People teams to coordinate messaging related to policy changes, process updates and new tools or services.
Support broader People transformation by bringing an employee-service perspective to operating model design, simplification and capability development.
Requirements
Candidates should possess a bachelor’s degree in Business, Human Resources, Operations, Law, Psychology or a related field.
An advanced degree will be considered an advantage.
Applicants should typically have more than 10 years of relevant experience across HR shared services, employee services, People Operations, employee relations, HR Business Partnering, service delivery or related functions.
Significant leadership experience is required.
Candidates should have demonstrated experience leading managers or multiple service teams within a complex, matrixed and fast-paced work environment.
Applicants should have strong experience running a service or support function with accountability for quality, responsiveness, service design and stakeholder experience.
A strong understanding of multi-tier service delivery models is required.
This includes Tier 0 self-service, Tier 1 support and specialist Tier 2 case management.
Candidates should have meaningful exposure to employee relations or complex people issue resolution.
The role requires sound judgment when handling sensitive matters and a strong understanding of governance, risk and consistency.
Applicants should possess strong capabilities in service design, operating model improvement, process improvement and cross-functional workflow design.
Experience with Human Resources technology platforms and service tools is required.
These may include HRIS platforms, case management systems, knowledge bases and digital support tools.
Candidates should demonstrate the ability to use data and analytics to monitor performance, identify recurring themes and root causes and support prioritization and decision-making.
Excellent stakeholder management and communication skills are required.
Applicants should be capable of building trust and influencing leaders, specialist teams and cross-functional partners.
Strong people leadership capability is required.
This includes coaching leaders and managers, developing team capability and creating a high-performance and service-oriented culture.
Candidates should be comfortable working in a global, evolving and ambiguous environment.
The position requires a strong focus on execution, continuous improvement and scalable solutions.
Preferred Experience
Experience working within a global or regional HR shared services or People Services environment will be preferred.
Experience leading both broad employee support teams and specialist employee relations or case management teams will be advantageous.
Knowledge of knowledge management, service content strategy and self-service adoption is desirable.
Hands-on exposure to conversational artificial intelligence, chatbots, virtual assistants or workflow automation within Human Resources or customer support environments will be an advantage.
Experience improving employee experience through service redesign, process simplification or digital product thinking is preferred.
Previous experience in a high-growth technology, internet or digital business will be valuable.
Familiarity with global organizations operating across multiple countries, cultures and regulatory environments is desirable.
Why This Role Matters
This role provides an opportunity to shape how Agoda employees and managers experience People support at scale.
The teams within this position’s scope manage both routine Human Resources questions and complex or sensitive employee matters.
The Associate Director will help employees feel supported, informed and confident when navigating important stages of their Agoda journey.
The selected candidate will help build a more connected, scalable and future-ready support model.
The role will improve service quality, strengthen self-service and ensure complex employee cases are managed with care and consistency.
The position will directly influence employee experience, manager effectiveness and the continued evolution of Agoda’s People function as the organization grows globally.
Equal Opportunity Employer
Agoda is committed to attracting diverse talent and building an inclusive environment that encourages collaboration and innovation.
Employment decisions are based on merit and qualifications.
The company provides equal employment opportunities regardless of legally protected characteristics.
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