Agoda is part of Booking Holdings [NASDAQ: BKNG], with over 7,000 employees from 90 countries.
Data and technology are at the heart of the culture.
Responsibilities
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 service principles, operating rhythms, and leadership across teams responsible for day-to-day People support and complex employee issue resolution.
Ensure the People support model scales with organizational growth, complexity, and global reach.
Lead, manage, and develop the People Services & Help Desk team to deliver high-quality, consistent, and empathetic Tier 1 support across core HR topics (policies, processes, employee data, benefits, onboarding, leaves, mobility).
Set service standards, KPIs, quality expectations, and operating controls for timely, accurate, and compliant case handling.
Oversee workforce planning, capacity management, and prioritization across service demand and seasonal peaks.
Lead the Global People Relations Services team, ensuring well-governed support across complex employee matters (performance concerns, misconduct, grievances, investigations, disciplinary actions, involuntary exits).
Conditions
Position based in Bangkok; relocation support provided.
Not open to remote work or being based in other locations.