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 at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you're ready to begin your best journey and help build travel for the world, join us.
Get to Know our Team:
The People Team at Agoda is committed to attracting, nurturing, and retaining exceptional talent from across the globe. We prioritize cultivating an inclusive and vibrant workplace where employees can flourish, develop their skills, and contribute meaningfully to Agoda's success. By embracing diversity and encouraging collaboration, we ensure Agoda remains an inspiring environment for innovation and growth.
Within the People Team, the People Experience and Services function is dedicated to delivering seamless and supportive employee journeys. From smooth onboarding or relocation experiences to designing the workspaces fit for collaboration and productivity, this team provides personalized and connecting experiences, places and resources to ensure a comprehensive support to empower our workforce. Their efforts help create a workplace where every individual feels valued, motivated, and equipped to succeed.
The People Help Desk sits at the heart of our service delivery model, ensuring we connect with our people, support them through their day-to-day life at Agoda, and do so in an empathetic and empowering way. As the first point of contact for most people queries, we provide generalist HR advice and support to employees and managers, helping them navigate policies, processes, and moments that matter with clarity, care, and confidence.
The Opportunity:
We are looking for a Senior Manager, People Services & Helpdeskto lead our HR Helpdesk (Tier 1) and shape how employees and managers access People services at Agoda.
In this role, you will:
- Lead theTier 1 People Services & Helpdesk team(currently :10 FTE, single location), responsible for first-line support and generalist HR advice.
- Own therelationship and interfaces with Tier 2 teamsacross People Experience & Services and the wider People organization.
- Build the foundations forTier 0 / self-service and self-resolution, including knowledge management and future conversational and agentic AI capabilities.
This role is designed toscale over time. As our operating model matures, you will have the opportunity to:
- Build and lead a small, dedicatedTier 0 / self-service squad.
- Expand your remit inTier 2 orchestration, including stronger integration with other CoEs, Employee Relations and other specialist teams.
This position is based inBangkok. Agoda provides relocation support for successful candidates who are not currently located in Bangkok. Please note that we arenot open to remote workingor the possibility of being based in other locations.
In this role, you will get to focus on:
Lead the People Services & Helpdesk (Tier 1)
- Lead, manage, and develop the People Services & Helpdesk team to deliverhigh-quality, consistent, and empatheticTier 1 support across HR topics (e.g., policies, processes, data, benefits, onboarding, leaves, mobility).
- Define and manageservice standards, SLAs, and quality metrics, ensuring timely, accurate, and compliant resolution of employee and manager queries.
- Build a strongservice and coaching culture, providing clear expectations, feedback, and development opportunities for the team.
- Plan and managecapacity, scheduling, and workload distributionto support business growth, seasonal peaks, and new initiatives.
Own the Front-Door Relationship with Tier 2 Teams
- Serve as theprimary operational interfacebetween Tier 1 and Tier 2 teams within People Experience & Services (e.g., Employee Relations, Payroll, Rewards, Talent Acquisition, People Partners, CoEs).
- Define and continuously refinerouting, escalation, and handoff processesbetween Tier 1 and Tier 2 to ensure clarity, speed, and a seamless employee experience.
- Partner with Tier 2 leaders to ensureknowledge, policies, and decisionsare translated into clear guidance and resolution paths for the Helpdesk team.
- Use data and insights from Helpdesk interactions tosurface trends, pain points, and root causesto Tier 2 owners and collaborate on upstream fixes.
Build Tier 0 / Self-Service and Knowledge Management Foundations
- Develop and execute aroadmap for Tier 0 / self-service, moving from reactive case handling to proactive, self-directed resolution of common HR queries.
- Own and improve theHR 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 tocodify and simplifycomplex HR topics into reusable content and decision trees that support both employees and Tier 1 advisors.
- Measure and driveself-service adoption and case deflection, using insights to prioritize content and journey improvements.
Enable Digital, Conversational, and Agentic AI Experiences (with partners)
- Partner with Tech, Product, and Data teams toenhance HR self-service platforms(e.g., portals, chatbots, case management tools).
- Contribute to identifying and shapingconversational and agentic AI use casesfor 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 clearescalation paths to human support, and maintain appropriate standards for privacy, compliance, and employee trust.
Drive Operational Excellence and Continuous Improvement
- Monitor and analyzeservice 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 toidentify and deliver process improvements, reduce complexity, and increase right-first-time outcomes.
- Leadcontinuous improvement initiativeswithin the Helpdesk (e.g., playbooks, standard responses, training, coaching, quality reviews).
- Ensure effectivecontrols, compliance, and data privacy practicesare embedded into all Helpdesk operations and tools.
Stakeholder Management & Communication
- Act as thego-to contactfor stakeholders with respect to People Services & Helpdesk performance, priorities, and upcoming changes.
- Provideregular reporting and insightto People leadership, highlighting trends, risks, and opportunities in HR service delivery.
- Partner closely with Communications and relevant HR teams tocoordinate messagingaround policy changes, process updates, and new tools impacting employees and managers.
What you will need to succeed:
- Bachelor's degree inBusiness, HR, Operations Management, or a related field; advanced degree is a plus.
- Typically6+ yearsof relevant experience in HR Operations, Shared Services, Customer Support, or Service Delivery roles, includingexperience leading teams.
- Proven experiencemanaging a service or support function(e.g., HR helpdesk, customer support, shared services) with measurable improvements in quality, responsiveness, and customer satisfaction.
- Strong skills inoperations management, service design, and process improvement; exposure to Lean, Six Sigma, or similar methodologies is an advantage.
- Experience working withHR technology platforms(e.g., Workday) and service tools (e.g., case management systems, knowledge bases, chat or ticketing tools).
- Demonstrated ability to usedata and analyticsto monitor performance, identify root causes, and drive decisions and improvements.
- Excellentcommunication and stakeholder managementskills, able to collaborate and influence across multiple teams and levels.
- Strongpeople leadershipcapabilities: able to build trust, coach team members, and foster a high-performance and service-oriented culture.
- Comfort working in afast-paced, evolving environment, with a strong bias for execution and continuous improvement.
It would be great if you have:
- Experience inHR shared servicesor multi-tier support models (Tier 0/1/2) in a multinational organization.
- Hands-on experience withconversational AI, chatbots, or virtual assistantsin HR or customer service environments.
- Experience inknowledge management, including content strategy, taxonomy, and governance.
- Background inemployee experience design, CX/UX, or digital product thinkingapplied to internal services.
- Prior experience in ahigh-growth tech or digital company.
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Discover More About Working At Agoda
- Agoda Careers https://careersatagoda.com
- Facebook https://www.facebook.com/agodacareers/
- LinkedIn https://www.linkedin.com/company/agoda
- YouTube https://www.youtube.com/agodalife
Equal Opportunity Employer
At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person's merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.
We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.
Disclaimer
We do not accept any terms or conditions, nor do we recognize any agency's representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.
