Senior Manager, People Services & Helpdesk; Bangkok

Senior Manager, People Services & Helpdesk (Bangkok-based, Relocation Provided)

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At Agoda, we bridge the world through travel. Our story began in 2005, and we are part of Booking Holdings, with a diverse team of over 7,000 people from 90 countries. Data and technology are at the heart of our culture, fueling our curiosity and innovation. We invite you to join us if you’re ready to help build travel for the world.

We are looking for a Senior Manager, People Services & Helpdesk to lead our HR Helpdesk (Tier
1) and shape how employees and managers access People services at Agoda.

• Lead the Tier 1 People Services & Helpdesk team (currently 10 FTE, single location), responsible for first‑line support and generalist HR advice.
• Own the relationship and interfaces with Tier 2 teams across People Experience & Services and the wider People organization.
• Build the foundations for Tier 0 / self‑service and self‑resolution, including knowledge management and future conversational and agentic AI capabilities.
• Lead, manage, and develop the team to deliver high‑quality, consistent, and empathetic Tier 1 support across HR topics (e.g., policies, processes, data, benefits, onboarding, leaves, mobility).
• Define and manage service standards, SLAs, and quality metrics, ensuring timely, accurate, and compliant resolution of employee and manager queries.
• Build a strong service and coaching culture, providing clear expectations, feedback, and development opportunities for the team.
• Plan and manage capacity, scheduling, and workload distribution to support business growth, seasonal peaks, and new initiatives.

• Serve as the primary operational interface between Tier 1 and Tier 2 teams within People Experience & Services (e.g., Employee Relations, Payroll, Rewards, Talent Acquisition, People Partners, CoEs).
• Define and continuously refine routing, escalation, and handoff processes between Tier 1 and Tier 2 to ensure clarity, speed, and a seamless employee experience.
• Partner with Tier 2 leaders to ensure knowledge, policies, and decisions are translated into clear guidance and resolution paths for the Helpdesk team.
• Use data and insights from Helpdesk interactions to surface trends, pain points, and root causes to Tier 2 owners and collaborate on upstream fixes.

• Develop and execute a roadmap for Tier 0 / self‑service, moving from reactive case handling to proactive, self‑directed resolution of common HR queries.
• Own and improve the HR knowledge base and content ecosystem (FAQs, articles, guides), ensuring information is accurate, up to date, and written in clear, employee‑friendly language.
• Collaborate with HR CoEs and policy owners to codify and simplify complex HR topics into reusable content and decision trees that support both employees and Tier 1 advisors.
• Measure and drive self‑service adoption and case deflection, using insights to prioritize content and journey improvements.

• Partner with Tech, Product, and Data teams to enhance HR self‑service platforms (e.g., portals, chatbots, case management tools).
• Contribute to identifying and shaping conversational and agentic AI use cases for HR support, ensuring they complement human support and fit our service philosophy.
• Provide input into design, testing, and improvement of AI‑enabled solutions using data from Helpdesk cases, knowledge usage, and employee feedback.
• Ensure clear escalation paths to human support, and maintain appropriate standards for privacy, compliance, and employee trust.

• Monitor and analyze service performance metrics, such as volume, first‑contact resolution, time to resolution, CSAT/ESAT, deflection, and re‑open rates.
• Partner with the People Services Excellence & Operational Effectiveness team to identify and deliver process improvements, reduce…