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 7,000 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.

Prov