Job Description
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.
The 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 at Agoda.
Responsibilities
Future Growth Opportunities
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.
Lead the People Services & Helpdesk (Tier 1)
Lead the Tier 1 People Services & Helpdesk team (currently 10 FTE), responsible for first-line support and generalist HR advice.
Define and manage service standards, SLAs, and quality metrics.
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 & Services.
Define and continuously refine routing, escalation, and handoff processes between Tier 1 and Tier 2.
Partner with Tier 2 leaders to translate knowledge, policies, and decisions into clear guidance for the Helpdesk team.
Use data and insights from Helpdesk interactions to surface trends, pain points, and root causes to Tier 2 owners.
Build Tier 0 / Self-Service and Knowledge Management Foundations
Develop and execute a roadmap for Tier 0 / self-service, moving from reactive case handling to proactive, self-directed resolution.
Own and improve the HR knowledge base and content ecosystem (FAQs, articles, guides).
Collaborate with HR CoEs and Policy owners to codify and simplify complex HR topics into reusable content and decision trees.
Measure and drive self-service adoption and case deflection using data-driven insights.
Enable Digital, Conversational, and Agentic AI Experiences (with partners)
Partner with Tech, Product, and Data teams to enhance HR self-service platforms (e.g., portals, chatbots, case management tools).
Contribute to identifying and shaping conversational and agentic AI use cases for HR support.
Provide input into design, testing, and improvement of AI-enabled solutions using data from Helpdesk cases.
Ensure clear escalation paths to human support and maintain privacy, compliance, and employee trust standards.
Drive Operational Excellence and Continuous Improvement
Monitor and analyze service performance metrics (volume, first-contact resolution, time to resolution, CSAT/ESAT, deflection, and re-open rates).
Partner with the People Services Excellence & Operational Effectiveness team to deliver process improvements.
Lead continuous improvement initiatives within the Helpdesk (playbooks, standard responses, training, coaching, quality reviews).
Embed effective controls, compliance, and data privacy practices into all Helpdesk operations and tools.
Stakeholder Management & Communication
Act as the go-to contact for stakeholders regarding People Services & Helpdesk performance and priorities.
Provide regular reporting and insights to People leadership, highlighting trends, risks, and opportunities.
Partner closely with Communications and relevant HR teams to coordinate messaging around policy changes, process updates, and new tools impacting employees and managers.
Qualifications
Bachelor’s degree in Business, HR, Operations Management, or a related field (advanced degree is a plus).
Typically 6+ years of relevant experience in HR Operations, Shared Services, Customer Support, or Service Delivery roles.
Proven experience managing a service or support function with measurable improvements.
Strong skills in operations management, service design, and process improvement (Lean, Six Sigma advantage).
Experience with HR technology platforms (e.g., Workday) and service tools (case management, knowledge bases, chat or ticketing tools).
Data-driven approach to monitor performance, identify root causes, and drive decisions and improvements.
Excellent communication and stakeholder management skills.
Strong people leadership capabilities.
Comfort working in a fast-paced, evolving environment with a strong bias for execution and continuous improvement.
Nice-to-Haves
Experience in HR shared services or multi-tier support models in a multinational organization.
Hands-on experience with conversational AI, chatbots, or virtual assistants in HR or customer service.
Experience in knowledge management, including content strategy, taxonomy, and governance.
Background in employee experience design, CX/UX, or digital product thinking applied to internal services.
Prior experience in a high-growth tech or digital company.
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.
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
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