Associate Director, Global HR Service Delivery; Bangkok

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 a and technology are at the heart of our culture, fueling our curiosity and innovation.

The People Team at Agoda is committed to attracting, developing, and retaining exceptional talent from across the globe. 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 designs and delivers critical people experiences, services, and operating foundations that support employees and managers across the employee lifecycle.

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 key leadership role is based in Bangkok (relocation supported). We are not open to remote work.

• 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 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 teams responsible for day‑to‑day People support and complex employee issue resolution.
  • Ensure the model scales effectively with organizational growth and global reach.
• Lead the People Services & Help Desk team
  • 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 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 accountability for employee experience and responsiveness.
  • Oversee workforce planning, capacity management, and prioritization across demand peaks and new initiatives.
• Lead Global People Relations Services
  • Ensure high‑quality, well‑governed support across complex employee matters such as performance, misconduct, grievances, investigations, disciplinary actions, involuntary exits, and changes.
  • Partner with HR Business Partners, Legal, Compliance, and other stakeholders to ensure fair, consistent, and policy‑aligned handling.
  • Drive high standards in case management, documentation, risk identification, and decision quality.
  • Use case trends to inform service improvements in policy design and processes.
• Own the operating interfaces across Tier 1, People Relations, and specialist teams
  • Serve as senior operational owner for cross‑team workflows.
  • Define and improve routing logic, escalation models, intake criteria, handoffs, and resolution pathways.
  • Ensure joined‑up service model across all People teams.
  • Clarify roles and interfaces with Payroll, Rewards, Mobility, Partners, CoEs, and others.
• Build Tier 0 / self‑service and knowledge management foundations
  • Execute roadmap for Tier 0 self‑service and proactive, intuitive resolution of common queries.
  • Strengthen the People knowledge ecosystem: FAQs, help content, decision trees, agent guidance, and employee‑facing materials.
  • Partner with policy owners and SMEs to simplify complex topics into clear, scalable content.
  • Drive case deflection, content governance, and adoption through measurement and improvement.
• Enable digital, conversational, and AI‑supported…