Senior Manager, People Services & Helpdesk (Bangkok-based, Relocation Provided)

About Agoda

Agoda is a leading online travel platform founded in 2005, part of Booking Holdings. We connect people worldwide with a wide range of hotels, flights, and experiences.

Opportunity

We are looking for a Senior Manager, People Services & Helpdesk to lead our HR Helpdesk (Tier 1) and shape how employees and managers access People services. The role is based in Bangkok with relocation support for successful candidates.

Responsibilities

• Lead the Tier 1 People Services & Helpdesk team (currently 10 FTE) providing first‑line support and generalist HR advice.
• Own relationships with Tier 2 teams across People Experience & Services and manage interfaces.
• Define and enhance service standards, SLAs, and quality metrics.
• Build foundation for Tier 0 / self‑service, knowledge management, and conversational/agentic AI capabilities.
• Partner with Tech, Product, and Data teams to improve HR self‑service platforms.
• Track performance metrics and drive continuous improvement initiatives.
• Act as the go‑to contact for stakeholders on performance, priorities, and upcoming changes.

Qualifications

• Bachelor’s degree in Business, HR, Operations Management, or related field; advanced degree a plus.
• 6+ years of experience in HR Operations, Shared Services, Customer Support, or Service Delivery, with proven team‑leadership.
• Experience managing a service or support function with measurable improvements in quality and responsiveness.
• Strong skills in operations management, service design, process improvement; Lean/Six Sigma knowledge an advantage.
• Hands‑on experience with HR technology platforms (e.g., Workday) and service tools (case management, knowledge bases, chat).
• Ability to use data and analytics to monitor performance and drive decisions.
• Excellent communication and stakeholder management skills.
• Strong people leadership and coaching abilities.
• Comfort in a fast‑paced, evolving environment with a bias for execution and continuous improvement.

Preferred

• Experience in HR shared services or multi‑tier support models in a multinational organization.
• Hands‑on conversational AI or chatbot experience.
• Knowledge management or content strategy background.
• Experience in employee experience design or CX/UX for internal services.
• Background in high‑growth tech or digital company.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to sex, age, race, color, national origin, religion, and other legally protected characteristics. We will keep your application on file for future vacancies and keep your details removed upon request.

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