Associate Director

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. 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 insightful. 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; 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 Tier 1 support across core HR topics; Set service standards and operating controls for timely, accurate, compliant case handling; Build a strong service culture with accountability for employee experience; Oversee workforce planning and prioritization; Lead Global People Relations Services; Lead the Global People Relations Services team, ensuring high-quality and well-governed support across complex employee matters; Ensure clear service ownership and governance across People Relations case handling; Partner with HR Business Partners, Legal, Compliance; Drive high standards in case management and risk identification; Use case trends to inform improvements; Own operating interfaces across Tier 1, People Relations and specialist teams; Define routing logic, escalation models, and resolution pathways; Build Tier 0/self-service foundations; Develop and execute roadmap for Tier 0/self-service; Own and strengthen the People knowledge ecosystem; Enable digital, conversational, and AI-supported service delivery; Partner with Product, Tech, Systems, and Data teams; Drive operational excellence and continuous improvement; Monitor service metrics and drive improvements; Lead through insight and change; What you’ll need to succeed includes a Bachelor’s degree in business, HR, Operations, Law, Psychology, or related field; typically 10+ years of relevant experience; leadership experience; strong experience running service functions; multi-tier service delivery knowledge; experience with HR tech platforms; strong data analytics; excellent stakeholder management; strong people leadership; global operating experience. It’s great if you have global/regional HR shared services experience and knowledge management; AI/digital tools experience; high-growth tech experience; and global regulatory familiarity. Why this role matters: opportunity to shape Agoda’s People support at scale to improve employee experience and manager effectiveness as the company grows.