Associate Director, Global HR Service Delivery (Bangkok Based -Relocation provided)
Core
Lead Agoda's global employee-facing People service delivery model, managing Tier 1 Help Desk, Tier 0 self-service foundations, and Global People Relations Services to support the employee lifecycle.
Role type
Associate Director, Head of People Services & Help Desk
Builds
A scalable, insight-driven People support model for a global travel company
Domain
Human Resources / People Operations / Employee Relations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Operational leadership, service design, team management, case governance, stakeholder partnership, workforce planning, knowledge management, process improvement, digital transformation, risk management
Preferred skills
Systems thinking, change management, data-driven decision making
Technologies
AI-supported service tools, knowledge management systems, digital platforms
Responsibilities
Lead the 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
Seniority
Senior, hands-on IC