Senior Manager, People Services & Helpdesk; Bangkok

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 a 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.

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 work spaces 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.

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 at Agoda.

In this role, you will:

• Lead the Tier 1 People Services & Helpdesk team (currently: 10 FTE, single location), responsible for first-line support and generalist HR advice.
• Own the relationship and interfaces with Tier 2 teams across People Experience & Services and the wider People organization.
• Build the foundations for Tier 0 / self-service and self-resolution, including knowledge management and future conversational and agentic AI capabilities.

This role is designed to scale over time. As our operating model matures, you will have the opportunity to:

• Build and lead a small, dedicated Tier 0 / self-service squad.
• Expand your remit in Tier 2 orchestration, including stronger integration with other CoEs, Employee Relations and other specialist teams.

This position is based in Bangkok. Agoda provides relocation support for successful candidates who are not currently located in Bangkok. Please note that we are not open to remote working or the possibility of being based in other locations.

Lead the People Services & Helpdesk (Tier
1)

• Lead, manage, and develop the People Services & Helpdesk team to deliver high-quality, consistent, and empathetic Tier 1 support across HR topics (e.g., policies, processes, data, benefits, onboarding, leaves, mobility).
• Define and manage service standards, SLAs, and quality metrics, ensuring timely, accurate, and compliant resolution of employee and manager queries.
• Build a strong service and coaching culture, providing clear expectations, feedback, and development opportunities for the team.
• Plan and manage capacity, scheduling, and workload distribution to support business growth, seasonal peaks, and new initiatives.

Own the Front-Door Relationship with Tier 2 Teams

• Serve as the primary operational interface between Tier 1 and Tier 2 teams within People Experience &…