Agoda

2 months ago

Associate Director, Global People Services and Help Desk (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 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: 3.8

Website LinkedIn

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Agoda

2 months ago

Associate Director, Global People Services and Help Desk (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: 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

Industry: TravelTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Singapore, Singapore

Founded: 2005

Glassdoor: 3.8

Website LinkedIn