Agoda

4 days ago

Associate Director, Global HR Service Delivery (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 across Tier 1 Help Desk support, Tier 0 self-service/knowledge foundations, and Global People Relations Services. Own the employee and manager experience for everyday HR questions through complex, sensitive case governance. Drive scalable service design, routing and handoffs, workforce planning, performance metrics, and continuous improvement—while partnering with Product, Tech, Systems, and Data to enable digital, conversational, and AI-supported support delivery in a global environment.

Location: Bangkok

Workplace: Onsite

Employment Type: Full time

Job Function: Transportation & Fleet Operations

Seniority: Director level

Key Responsibilities

•Lead Agoda’s employee-facing People Services model across Tier 1 Help Desk support, Tier 0 self-service, and interfaces into specialist support teams.
•Lead and develop the People Services & Help Desk team, setting service standards, KPIs, quality expectations, and controls for timely, accurate, and compliant case handling.
•Lead Global People Relations Services, ensuring governance and high-quality support for complex employee relations matters and partnering with stakeholders like Legal and Compliance.
•Own operating interfaces and improve routing logic, escalation models, intake criteria, handoffs, and resolution pathways across Tier 1, People Relations, and specialist teams.
•Build Tier 0 self-service and knowledge management foundations, and enable digital, conversational, and AI-supported service delivery with appropriate controls and trust mechanisms.

Pay and Benefits

Perks:Relocation

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/employee services/People operations/employee relations/service delivery, including significant leadership experience.
•Demonstrated experience leading managers and/or multiple service teams in a complex, matrixed, fast-paced environment.
•Strong accountability for service quality, responsiveness, service design, and stakeholder experience.
•Strong understanding of multi-tier service delivery (Tier 0 self-service, Tier 1 support, and Tier 2 specialist case management) with sound judgment for sensitive people matters.

Experience:10+ yearsHR shared servicesPeople operationsEmployee relations

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

Skills:LeadershipStakeholder managementCommunicationSystems thinkingJudgment

Languages:English

Tech Stack:HRISCase management systemsKnowledge basesKnowledge managementFAQsHelp contentDecision treesDigital support toolsConversational AIAgentic AIChatbotsVirtual assistantsWorkflow automation

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 Service Delivery (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: Transportation & Fleet Operations

Seniority: Director level

Key Responsibilities

•Lead Agoda’s employee-facing People Services model across Tier 1 Help Desk support, Tier 0 self-service, and interfaces into specialist support teams.
•Lead and develop the People Services & Help Desk team, setting service standards, KPIs, quality expectations, and controls for timely, accurate, and compliant case handling.
•Lead Global People Relations Services, ensuring governance and high-quality support for complex employee relations matters and partnering with stakeholders like Legal and Compliance.
•Own operating interfaces and improve routing logic, escalation models, intake criteria, handoffs, and resolution pathways across Tier 1, People Relations, and specialist teams.
•Build Tier 0 self-service and knowledge management foundations, and enable digital, conversational, and AI-supported service delivery with appropriate controls and trust mechanisms.

Pay and Benefits

Perks:Relocation

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/employee services/People operations/employee relations/service delivery, including significant leadership experience.
•Demonstrated experience leading managers and/or multiple service teams in a complex, matrixed, fast-paced environment.
•Strong accountability for service quality, responsiveness, service design, and stakeholder experience.
•Strong understanding of multi-tier service delivery (Tier 0 self-service, Tier 1 support, and Tier 2 specialist case management) with sound judgment for sensitive people matters.

Experience:10+ yearsHR shared servicesPeople operationsEmployee relations

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

Skills:LeadershipStakeholder managementCommunicationSystems thinkingJudgment

Languages:English

Tech Stack:HRISCase management systemsKnowledge basesKnowledge managementFAQsHelp contentDecision treesDigital support toolsConversational AIAgentic AIChatbotsVirtual assistantsWorkflow automation

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