Description
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.
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.
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.
Responsibilities:
- Lead Agoda’s People Services front door and employee support model
- Lead the People Services & Help Desk team
- Lead Global People Relations Services
- Own the operating interfaces across Tier 1, People Relations, and specialist teams
- Build Tier 0 / self-service and knowledge management foundations
- Enable digital, conversational, and AI-supported service delivery
- Drive operational excellence and continuous improvement
- Lead through insight, stakeholder partnership, and change
Requirements:
- Bachelor’s degree in business, Human Resources, Operations, Law, Psychology, or a related field; advanced degree is a plus
- Typically, 10+ years of relevant experience across HR shared services, employee services, People operations, employee relations, HRBP, service delivery, or related functions, including significant leadership experience
- Demonstrated experience leading managers and/or multiple service teams in a complex, matrixed, and fast-paced environment
- Strong experience running a service or support function with clear accountability for quality, responsiveness, service design, and stakeholder experience
- Strong understanding of multi-tier service delivery models, including Tier 0 / self-service, Tier 1 support, and specialist / Tier 2 case management