Associate Director, Global HR Operations

You will lead Agoda’s employee-facing People service delivery model, overseeing the People Help Desk, Tier 0 self-service foundations, and Global People Relations Services. This role requires shaping how employees and managers access support across a wide range of People topics, from day-to-day HR questions to complex and sensitive employee matters. You will own the effectiveness of the People support model, ensuring it is clear, trusted, scalable, and increasingly insight-driven. This position is based in Bangkok, with relocation support provided for successful candidates not currently located in the city.

You will lead the People Services & Help Desk team to deliver high-quality, consistent, and empathetic Tier 1 support across core HR topics. You will also lead the Global People Relations Services team, ensuring high-quality and well-governed support across complex employee matters such as performance concerns, misconduct, grievances, and disciplinary actions. Your work will directly influence employee experience, manager effectiveness, and the evolution of the People function as Agoda grows globally.

• Lead Agoda’s People Services front door and employee support model across Tier 1 Help Desk support, Tier 0 self-service, and specialist support teams.
• Lead, manage, and develop the People Services & Help Desk team to deliver high-quality, consistent, and empathetic Tier 1 support.
• Lead the Global People Relations Services team, ensuring high-quality and well-governed support across complex employee matters.
• Own the operating interfaces across Tier 1, People Relations, and specialist teams to ensure seamless work flows.
• Build Tier 0 / self-service and knowledge management foundations to enable proactive and intuitive resolution of common People queries.
• Enable digital, conversational, and AI-supported service delivery by partnering with Product, Tech, Systems, and Data teams.
• Drive operational excellence and continuous improvement by monitoring key service performance metrics and leading ongoing improvements in workflows and playbooks.
• Lead through insight, stakeholder partnership, and change by providing regular insight and reporting to People leaders on service trends and improvement opportunities.

• 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.
• Meaningful exposure to employee relations or complex people issue resolution, with sound judgment on sensitive matters and a strong appreciation for governance, risk, and consistency.
• Strong skills in service design, operating model improvement, process improvement, and cross-functional workflow design.
• Experience with HR technology platforms and service tools such as HRIS, case management systems, knowledge bases, and digital support tools.
• Demonstrated ability to use data and analytics to monitor performance, identify themes and root causes, and drive prioritization and decision-making.
• Excellent stakeholder management and communication skills, with the ability to build trust and influence across leaders, specialist teams, and cross-functional partners.
• Strong people leadership capability, including coaching leaders and managers, building team capability, and creating a high-performance, service-oriented culture.
• Comfort operating in a global, evolving, and ambiguous environment, with a strong bias for execution, improvement, and scale.