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

Agoda
Bangkok
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 10+ yearsEducation: bachelorsSkills: ["Leadership","Stakeholder management","Communication","Change management","Data-driven decision making"]

Lead Agoda’s employee-facing People Services and Help Desk, Tier 1 support, Tier 0 self-service, and Global People Relations Services. Own the end-to-end People support model across policies, processes, onboarding, leaves, mobility, and lifecycle support, ensuring scalable, high-quality service globally from Bangkok base with relocation support.

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FursaFursa
Agoda
Agoda
4 months ago

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

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Last checked: 12 hours agoStatus: Live

Job Summary

Lead Agoda’s employee-facing People Services and Help Desk, Tier 1 support, Tier 0 self-service, and Global People Relations Services. Own the end-to-end People support model across policies, processes, onboarding, leaves, mobility, and lifecycle support, ensuring scalable, high-quality service globally from Bangkok base with relocation support.
Location: Bangkok
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Director level

Key Responsibilities

  • •Lead Agoda’s People Services front door and employee support model across Tier 1 support, Tier 0 self-service, and the interface into specialist support teams.
  • •Lead, manage, and develop the People Services & Help Desk team to deliver high-quality Tier 1 support across core HR topics including policies, processes, employee data, benefits, onboarding, leaves, mobility, and lifecycle support.
  • •Set service standards, KPIs, quality expectations, and operating controls to ensure timely, accurate, and compliant case handling.
  • •Build a strong service culture with clear accountability for employee experience, right-first-time resolution, responsiveness, and professionalism.
  • •Own the operating interfaces across Tier 1, People Relations, and specialist teams to ensure joined-up service delivery across multiple People teams.

Pay and Benefits

Perks:Relocation

Key Requirements

  • •Bachelor’s degree in Business, Human Resources, Operations, Law, Psychology, or related field; advanced degree a plus.
  • •Typically 10+ years of relevant experience across HR shared services, employee services, People operations, employee relations, HRBP, service delivery, or related functions, including significant leadership experience.
  • •Proven experience leading managers and multiple service teams in a complex, matrixed, fast-paced environment.
  • •Strong track record running a service or support function with accountability for quality, responsiveness, service design, and stakeholder experience.
  • •Experience with multi-tier service delivery models (Tier 0/self-service, Tier 1, Tier 2) and knowledge management.
Experience:10+ yearsHR shared servicesPeople operationsEmployee relations
Education:Bachelor's
Skills:LeadershipStakeholder managementCommunicationChange managementData-driven decision making
Languages:English
Tech Stack:HRISCase managementKnowledge baseAIConversational AI

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
Glassdoor: 3.8
WebsiteLinkedIn