Agoda

4 days ago

Associate Director, Global HR Operations (Bangkok Based -Relocation provided)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 15 hours agoStatus: Live

Job Summary

Lead Agoda’s People Services front door, owning a multi-tier employee support model across Tier 1 Help Desk, Tier 0 self-service/knowledge foundations, and Global People Relations Services. You’ll manage and develop Help Desk and People Relations teams, set service standards and KPIs, strengthen routing and governance, and drive continuous improvement through analytics and data privacy controls. Partner with Product/Tech/Systems/Data to enable digital, conversational, and AI-supported HR service delivery.

Location: Bangkok

Workplace: Onsite

Employment Type: Full time

Job Function: People, HR & Talent

Seniority: Director level

Key Responsibilities

•Lead Agoda’s People Services employee support model across Tier 1 Help Desk, Tier 0 self-service, and interfaces to specialist People Relations support.
•Lead, manage, and develop the People Services & Help Desk team; set service standards, KPIs, quality expectations, and operating controls for compliant case handling.
•Lead Global People Relations Services; ensure high-quality governance for complex employee relations matters and partner with HR Business Partners, Legal, and Compliance.
•Own operating interfaces and routing across Tier 1, People Relations, and specialist teams; define escalation pathways, intake criteria, and handoffs.
•Build Tier 0 self-service/knowledge foundations and enable digital, conversational, and AI-supported service delivery; drive operational excellence through metrics and continuous improvement.

Key Requirements

•Bachelor’s degree in business, Human Resources, Operations, Law, Psychology, or a related field (advanced degree a plus).
•Typically 10+ years of relevant experience across HR shared services/people services, employee services, People operations, employee relations, HRBP, or related functions, including significant leadership experience.
•Demonstrated experience leading managers and/or multiple service teams in a complex, matrixed, fast-paced environment.
•Strong experience running a service/support function with clear accountability for quality, responsiveness, service design, and stakeholder experience.
•Strong understanding of multi-tier service delivery (Tier 0 self-service, Tier 1 support, and specialist/Tier 2 case management) and exposure to complex employee relations matters with sound judgment.

Experience:10+ yearsHR shared servicesPeople servicesEmployee relations

Education:Bachelor's in business, Human Resources, Operations, Law, Psychology, or a related field

Skills:Service deliveryOperational leadershipJudgmentSystems thinkingStakeholder management

Languages:English

Tech Stack:HRISCase management systemsKnowledge basesDigital support toolsConversational AIAgentic AIChatbots

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Agoda

Agoda operates a global online travel booking platform offering hotels, vacation rentals, flights, and other travel services. It provides price comparison, deals, and booking management for leisure and business travelers worldwide.

Industry: TravelTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Singapore, Singapore

Founded: 2005

Glassdoor: 3.8

Website LinkedIn

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Agoda

4 days ago

Associate Director, Global HR Operations (Bangkok Based -Relocation provided)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 15 hours agoStatus: Live

Job Summary

Location: Bangkok

Workplace: Onsite

Employment Type: Full time

Job Function: People, HR & Talent

Seniority: Director level

Key Responsibilities

•Lead Agoda’s People Services employee support model across Tier 1 Help Desk, Tier 0 self-service, and interfaces to specialist People Relations support.
•Lead, manage, and develop the People Services & Help Desk team; set service standards, KPIs, quality expectations, and operating controls for compliant case handling.
•Lead Global People Relations Services; ensure high-quality governance for complex employee relations matters and partner with HR Business Partners, Legal, and Compliance.
•Own operating interfaces and routing across Tier 1, People Relations, and specialist teams; define escalation pathways, intake criteria, and handoffs.
•Build Tier 0 self-service/knowledge foundations and enable digital, conversational, and AI-supported service delivery; drive operational excellence through metrics and continuous improvement.

Key Requirements

•Bachelor’s degree in business, Human Resources, Operations, Law, Psychology, or a related field (advanced degree a plus).
•Typically 10+ years of relevant experience across HR shared services/people services, employee services, People operations, employee relations, HRBP, or related functions, including significant leadership experience.
•Demonstrated experience leading managers and/or multiple service teams in a complex, matrixed, fast-paced environment.
•Strong experience running a service/support function with clear accountability for quality, responsiveness, service design, and stakeholder experience.
•Strong understanding of multi-tier service delivery (Tier 0 self-service, Tier 1 support, and specialist/Tier 2 case management) and exposure to complex employee relations matters with sound judgment.

Experience:10+ yearsHR shared servicesPeople servicesEmployee relations

Education:Bachelor's in business, Human Resources, Operations, Law, Psychology, or a related field

Skills:Service deliveryOperational leadershipJudgmentSystems thinkingStakeholder management

Languages:English

Tech Stack:HRISCase management systemsKnowledge basesDigital support toolsConversational AIAgentic AIChatbots

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Agoda

Industry: TravelTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Singapore, Singapore

Founded: 2005

Glassdoor: 3.8

Website LinkedIn