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

About Agoda At Agoda we bridge the world through travel. Our story began in 2005 when two lifelong friends and entrepreneurs driven by their passion for travel launched Agoda to make it easier for everyone to explore the world. Today we are part of Booking Holdings [NASDAQ BKNG] with a diverse team of over 7000 people from 90 countries working together in offices around the globe. Every day we connect people to destinations and experiences with our great deals across our millions of hotels and holiday properties flights and experiences worldwide. No two days are the same at Agoda. Data and technology are at the heart of our culture fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world join us. About the Team The People Team at Agoda is committed to attracting developing and retaining exceptional talent from across the globe. We work to create an inclusive high-performing and engaging environment where employees can grow contribute meaningfully and do their best work. Through a strong focus on people experience service quality and business partnership we help Agoda scale while preserving what makes our culture distinctive. Within the People Team the People Experience and Services function is responsible for designing and delivering critical people experiences services and operating foundations that support employees and managers across the employee lifecycle. This includes enabling smooth onboarding and mobility experiences delivering effective workplace and office services and ensuring employees have access to timely trusted and high-quality support when they need it. At the center of this model sits People Services & Help Desk — Agoda’s front door for People support — supported by specialist service teams such as People Relations Services . Together these teams play a critical role in how employees and managers experience the People function day to day through clear guidance responsive support effective issue resolution and trusted handling of sensitive people matters. Opportunity We are looking for an Associate Director Head of People Services & Help Desk to lead Agoda’s employee-facing People service delivery model across People Help Desk / Tier 1 support Tier 0 / self-service foundations and Global People Relations Services This is a key leadership role within People Experience and Services responsible for shaping how employees and managers access support across a wide range of People topics — from day-to-day HR questions and lifecycle support to more complex and sensitive employee matters requiring specialist intervention. In this role you will lead the teams responsible for People Help Desk / Tier 1 services Tier 0 / self-service and knowledge foundations Global People Relations Services including case governance and specialist support for complex employee relations matters You will own the effectiveness of Agoda’s People support model from the employee and manager perspective ensuring it is clear trusted scalable and increasingly insight-driven. This includes strengthening service standards improving routing and handoffs across teams enabling greater self-service and ensuring sensitive employee matters are handled with appropriate quality consistency and governance. This role is ideal for a leader who combines strong service delivery and operational leadership with sound judgment systems thinking and the ability to build a modern scalable People support model in a global fast-moving organization. This position is based in Bangkok . Agoda provides relocation support for successful candidates who are not currently located in Bangkok. Please note that we are not open to remote work or the possibility of being based in other locations.

What you’ll do

Lead Agoda’s People Services front door and employee support model Lead Agoda’s employee-facing People Services model across Tier 1 Help Desk support Tier 0 self-service and the interface into specialist support teams. Define and evolve how employees and managers access support across People topics ensuring a clear seamless and trusted experience. Establish strong service principles operating rhythms and leadership across the teams responsible for day-to-day People support and complex employee issue resolution. Ensure Agoda’s People support model scales effectively with organizational growth complexity and global reach. Lead the People Services & Help Desk team Lead manage and develop the People Services & Help Desk team to deliver high-quality consistent and empathetic Tier 1 support across core HR topics such as policies processes employee data benefits onboarding leaves mobility and general employee 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. Oversee workforce planning capacity management and prioritization across service demand seasonal peaks and new People initiatives. Lead Global People Relations Services Lead the Global People Relations Services team ensuring high-quality and well-governed support across complex employee matters such as performance concerns misconduct grievances investigations disciplinary actions involuntary exits and employee matters arising from organizational change. Ensure clear service ownership escalation pathways and governance across People Relations case handling. Partner closely with HR Business Partners Legal Compliance and other relevant stakeholders to ensure people relations matters are handled fairly consistently pragmatically and in line with internal policies and local legal requirements. Drive high standards in case management documentation risk identification and decision quality across the People Relations team. Use case trends and themes to inform improvements in manager guidance policy design service processes and broader practices. Own the operating interfaces across Tier 1 People Relations and specialist teams Serve as the senior operational owner for how work flows between Help Desk / Tier 1 People Relations Services and other Tier 2 / specialist teams across the People organization. Define and continuously improve routing logic escalation models intake criteria handoffs service ownership and resolution pathways. Ensure employees and managers experience a joined-up service model even when multiple People teams are involved. Clarify roles and interfaces across Help Desk People Relations Payroll Rewards Mobility People Partners CoEs and other specialist teams. Build Tier 0 / self-service and knowledge management foundations Develop and execute Agoda’s roadmap for Tier 0 / self-service moving the organization toward more proactive intuitive and self-directed resolution of common People queries. Own and strengthen the People knowledge ecosystem including FAQs help content decision trees agent guidance and employee-facing support materials. Partner with policy owners and People SMEs to simplify complex topics into clear scalable and user-friendly content. Drive case deflection knowledge reuse content governance and self-service adoption through disciplined measurement and continuous improvement. Enable digital conversational and AI-supported service delivery Partner with Product Tech Systems and Data teams to improve People support platforms workflows and user journeys across self-service and case management. Identify and help shape practical use cases for conversational and agentic AI within People Services ensuring they enhance employee experience and complement human support. Provide leadership input into the design testing rollout and continuous refinement of AI-enabled and digital service solutions. Ensure appropriate controls privacy escalation paths and trust mechanisms are in place for all digital and AI-supported support channels. Drive operational excellence and continuous improvement Monitor and improve key service performance metrics across Help Desk and People Relations Services such as case volume first contact resolution time to resolution service quality customer satisfaction escalation rates re-open rates and self-service deflection. Lead ongoing improvements in workflows playbooks standard responses training quality assurance and reporting. Partner with People Service Excellence and other stakeholders to simplify processes remove friction and improve end-to-end employee and manager experiences. Ensure effective controls compliance documentation standards and data privacy practices are embedded across service operations. Lead through insight stakeholder partnership and change Act as the senior People Services contact for service performance priorities risks and transformation opportunities. Provide regular insight and reporting to People leaders on service trends root causes organizational pain points and improvement opportunities. Partner with Communications and relevant People teams to coordinate messaging around policy changes process updates and new tools or services. Support broader People transformation by bringing an employee-service lens to operating model design simplification and capability building across the function. What you’ll need to succeed Bachelor’s degree in business Human Resources Operations Law Psychology or a related field advanced degree is 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. Demonstrated experience leading managers and/or multiple service teams in a complex matrixed and fast-paced environment. Strong experience running a service or support function with clear accountability for quality responsiveness service design and stakeholder experience. Strong understanding of multi-tier service delivery models including Tier 0 / self-service Tier 1 support and specialist / Tier 2 case management. Meaningful exposure to employee relations or complex people issue resolution with sound judgment on sensitive matters and a strong appreciation for governance risk and consistency. Strong skills in service design operating model improvement process improvement and cross-functional workflow design. Experience with HR technology platforms and service tools such as HRIS case management systems knowledge bases and digital support tools. Demonstrated ability to use data and analytics to monitor performance identify themes and root causes and drive prioritization and decision-making. Excellent stakeholder management and communication skills with the ability to build trust and influence across leaders specialist teams and cross-functional partners. Strong people leadership capability including coaching leaders and managers building team capability and creating a high-performance service-oriented culture. Comfort operating in a global evolving and ambiguous environment with a strong bias for execution improvement and scale. It’s great if you also have Experience in a global or regional HR shared services / People services environment. Experience leading both broad employee support teams and specialist employee relations or case management teams. Experience in knowledge management service content strategy and self-service adoption. Hands-on exposure to conversational AI chatbots virtual assistants or workflow automation in HR or customer support environments. Experience improving employee experience through service redesign process simplification or digital product thinking. Experience in a high-growth tech internet or digital business. Familiarity with global organizations operating across multiple countries cultures and regulatory environments. Why this role matters This role is a unique opportunity to shape how Agoda employees and managers experience People support at scale. From everyday HR queries to more complex and sensitive employee matters the teams in this scope play an important role in making sure our people feel supported informed and able to navigate key moments in their Agoda journey with confidence. Associate Director Head of People Services & Help Desk you will help build a more connected scalable and future-ready support model improving service quality strengthening self-service and ensuring complex cases are handled with care and consistency. Your work will directly influence employee experience manager effectiveness and how the People function continues to evolve as Agoda grows globally. 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