Agoda is a global travel technology company and part of Booking Holdings. Founded in 2005, Agoda helps travelers explore the world by connecting them with millions of hotels, holiday properties, flights, and travel experiences. The company has over 7,000 employees representing more than 90 nationalities across offices worldwide.
This position is based in Bangkok, Thailand. Agoda provides relocation support for successful candidates who are not currently located in Bangkok. Remote work or work from other locations is not available.
About the Team:
The People Team at Agoda is responsible for attracting, developing, and retaining exceptional talent while creating an inclusive, high-performing, and engaging workplace. The People Experience and Services function designs and delivers employee experiences across the complete employee lifecycle including onboarding, employee services, mobility, workplace services, People Help Desk, and Employee Relations.
About the Role:
Agoda is looking for an Associate Director, Head of People Services and Help Desk to lead its global employee-facing People Services function. This leadership role will oversee Tier 1 People Help Desk, Tier 0 self-service, knowledge management, and Global People Relations Services while ensuring high-quality, scalable, technology-enabled HR service delivery.
The successful candidate will build a modern People support model focused on employee experience, operational excellence, governance, digital transformation, AI-enabled service delivery, and continuous process improvement.
Key Responsibilities:
Lead Agoda's employee-facing People Services model across Tier 1 Help Desk, Tier 0 self-service, and Global People Relations Services.
Define and continuously improve employee and manager support experiences across all HR service areas.
Lead, mentor, and develop the People Services and Help Desk team while establishing service standards, KPIs, quality metrics, and operational governance.
Manage workforce planning, service capacity, prioritization, and operational performance across global HR support teams.
Lead Global People Relations Services by overseeing employee relations cases including performance concerns, grievances, investigations, disciplinary actions, organizational change, and involuntary exits.
Partner with HR Business Partners, Legal, Compliance, Payroll, Rewards, Mobility, HR Operations, and other specialist teams to ensure consistent, compliant, and high-quality employee support.
Develop and improve service routing, escalation processes, governance models, intake criteria, and case management workflows.
Build Agoda's Tier 0 self-service strategy including knowledge bases, FAQs, employee guidance, decision trees, and self-service content.
Drive knowledge management, case deflection, content governance, and self-service adoption initiatives.
Partner with Product, Technology, Systems, and Data teams to improve HR platforms, workflows, automation, conversational AI, and digital employee support.
Identify opportunities for AI-enabled HR services while ensuring privacy, governance, security, and appropriate escalation mechanisms.
Monitor and improve operational metrics including case volume, first-contact resolution, service quality, response time, customer satisfaction, escalation rates, re-open rates, and self-service effectiveness.
Lead workflow optimization, quality assurance, reporting, documentation standards, compliance, and continuous process improvement initiatives.
Provide strategic reporting, service insights, trend analysis, and recommendations to senior People leaders.
Support People transformation initiatives, organizational change, process simplification, and capability building across the global HR function.
Requirements:
Bachelor's degree in Business, Human Resources, Operations, Law, Psychology, or a related field.
Advanced degree is an advantage.
Minimum 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 managing managers and multiple HR service teams in complex global organizations.
Strong expertise in HR Shared Services, Tier 0 self-service, Tier 1 support, Tier 2 specialist case management, and People Services operating models.
Experience managing employee relations and complex people issues with strong governance and sound judgment.
Strong knowledge of HR technology platforms, HRIS, knowledge management systems, case management tools, workflow automation, and digital HR platforms.
Excellent analytical, stakeholder management, communication, leadership, coaching, and organizational development skills.
Experience designing scalable HR operating models, improving employee experience, and leading service transformation initiatives.
Experience working in global technology, internet, or high-growth organizations is preferred.
Knowledge of conversational AI, chatbots, virtual assistants, workflow automation, and AI-enabled HR services is an advantage.
Experience working across multiple countries, cultures, and regulatory environments is preferred.