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Experience:

3 years required

Skills:

Business Development, Negotiation, Salesforce

Job type:

Full-time

• Drive business growth and cultivate strong client partnerships within our Contact Center division. As an Account Executive, you will be the key driver in presenting, selling, and managing comprehensive omnichannel customer service solutions, IT Helpdesk support, and BPO (Business Process Outsourcing) services to enterprise clients. You will act as the vital bridge between client needs and our operational excellence, ensuring seamless service delivery and maximizing customer experience (CX).
• Identify, target, and acquire new B2B corporate clients who require professional Con ...
• Serve as the primary point of contact for assigned enterprise accounts. Build strong, long-lasting client relationships, conduct regular business reviews, and ensure high levels of customer satisfaction and retention.
• Analyze deep client requirements, prepare customized commercial proposals, deliver compelling presentations, and successfully negotiate contract terms, pricing, and SLAs (Service Level Agreements).
• Work closely with Contact Center Operations, IT teams, and Workforce Management to ensure smooth project onboarding, operational compliance, and accurate monthly reporting/billing.
• Proactively identify opportunities to upsell or cross-sell additional IT and customer support services to existing clients to drive revenue growth.
• Bachelor's degree in Business, Marketing, IT, or a related field. Possesses a basic understanding of B2B sales or customer service operations. Strong interpersonal, communication, and presentation skills.
• Proven track record as an Account Executive, B2B Sales, or Key Account Manager, specifically within the Contact Center, BPO, or IT services industry. Deep understanding of call center operational metrics and client management.
• Extensive existing network in the enterprise sector. Capable of closing large-scale, multi-year outsourcing contracts and advising C-level executives on customer experience (CX) and digital transformation strategies.
• B2B Enterprise Sales, Key Account Management, CRM Management (e.g., Salesforce, HubSpot), Pipeline Management, Commercial Negotiation.
• Contact Center Outsourcing (BPO), Omnichannel Customer Service, IT Helpdesk Solutions, Customer Experience (CX) Strategy.
• Strong understanding of standard Contact Center KPIs (SLA, CSAT, NPS, Abandonment Rate, AHT, FCR) and workforce management principles.
• All applications will be treated with the strictest confidentiality. If your qualifications and experience align with the requirements of the role, our talent acquisition team will reach out to you directly. In the event that there is not an immediate fit, we will securely retain your profile for consideration against future suitable opportunities.
• https://www.careers-page.com/gosoftthailandcoltd.

Experience:

3 years required

Skills:

Quality Assurance, Assurance

Job type:

Full-time

• Assist the regional Quality & Commissioning ("QCx") Program Manager and Data Center Services ("DCS") in the process for contracting a CxA at the appropriate point in the project timeline.
• Identifying potential CxAs and participating in the review and selection process. Participate in interviews of the CxA by the site teams.
• Shortlisting CxAs from Request For Proposal ("RFP") responses by reviewing candidate resumes and participating in project interviews.
• Developing CxA RFP package including providing access to design documents.
• Assist the Strategic Sourcing Team with coordination of the CxA RFP process.
• Participate in the evaluation process to make a CxA selection recommendation to DCS.
• Assist the QCx Program Manager, DCS & Project Controls Group ("PCG") with preparation of a Proposal Scope of Works for issuance of Purchase Orders ("POs").
• Project Kickoff and CxA Onboarding.
• Attend project and CxA kick-off meetings.
• Assist the CxA in setting up for the project. Provide access to documents including checklist templates and program level design documentation.
• Working with DCS, ensure CxA obtains necessary equipment, access to software and online platforms, and physical access into campus.
• Ensure that project level QCx folder structure is properly set up on Shared Drive.
• Provide support and guidance for the CxA throughout the lifecycle of the projects in the region.
• Site Visits.
• The Project Engagement Lead ("PEL") will work hybrid from home and the CHN campus and will be expected to visit the greenfield sites on this campus as necessary.
• The client may request the PEL to visit the other sites in the region based on team and project requirements.
• Reporting.
• Ensure and review weekly reports submitted by the CxA in BIM360.
• Provide project (red) status every month to the DCS team. These reports help keep the DCS team aware of the L2-3 tag completion status and the number of P0 & P1 issues that are currently open, along with our recommendations for getting back on track (green status).
• Provide feedback on planned and actual completion dates for Commissioning (Cx) L1-4 tags. Identify opportunities for improvement or getting back on track for slipped dates.
• Review and track actual CxA costs vs. contracted CxA costs for projects in the region.
• Update program level dashboards/tracking sheets with key project info, data, & links.
• Provide updates to project level meetings such as construction Owner, Architect, Contractor (OAC), Commissioning, Lessons Learned, and other coordination meetings.
• Ensure QCx data for regional projects are accurate for data to be pulled into DCStat monthly reports.
• Schedule.
• Review Project Cx Schedule by the CxA and ensure it aligns with key commissioning milestones and planned tag completion dates.
• Verify the complete list of required L1-3 tags has been provided by the CxA.
• Verify the complete list of required L4 tests (with required predecessors) has been provided by the CxA.
• Verify resource requirements (personnel, equipment e.g. load banks) for L4-5 has been provisioned.
• Ensure Project Cx schedule provided by the CxA aligns with the project schedule.
• Validate that the General Contractor (GC) has produced a reasonable and logical baseline Cx schedule in P6.
• Ensure the P6 schedule is being updated during L2-5 Cx based on progress on site.
• Attend regular schedule alignment and update meetings.
• Track slip bugs on the project and their impact to the Cx Schedule. Update regional and global trackers in accordance with the impact of slip. Ensure project level trackers are being updated in accordance with slips.
• Track the status of the projects in the region to ensure key Cx milestones are achieved in accordance with the timeline of the project.
• Construction and Commissioning.
• Act as a point of escalation for project level issues, risks, and potential delays.
• Escalate issues that can potentially affect Facility Ready (FR) to project DCS team or regional QCx program manager.
• Assist DCS in the FR Checklist process to verify key deliverables on the project and achieve acceptance by stakeholders.
• Participate in the review and page-turns of project specific L1-5 tag checklists and scripts as necessary.
• Participate or conduct site walks as necessary to observe progress on site.
• Participate in quality inspections, Cx L2-L5 inspections or First-of-a-Kind witnessing of equipment testing as required to ensure conformance to procedures.
• Cx Change Orders.
• Assist DCS in the evaluation of Cx change orders by reviewing Cx change order proposals and participating in meetings to align on final change order scope, hours and budget.
• Supporting the End to End (E2E) Quality Team.
• Provide feedback to program level tag checklist templates and specifications.
• Participate in project level Lessons Learned process, participate in regular Lessons Learned meetings and post-mortem sessions as required.
• Participate as required to introduce improvements to the QCx process such as researching/piloting new tools, initiatives, processes, techniques, etc.
• BIM360 and Software Tools.
• Autodesk BIM360 Field Management is an online platform used for logging, tracking and resolution of Construction Quality and Commissioning issues, and for completion of Cx L1-5 tag checklists.
• Act as an administrator in BIM360 Field Management and the first point of reference for all BIM360 related questions and clarifications at the project level.
• Verifying proper training & documentation on the tool has been received by stakeholders on the project including DCS, DC Operations, CxA, GC/CM, subcontractor and vendor teams.
• Ensure the tool is being used by all stakeholders to log issues in accordance with the established process, and are being resolved within the stipulated SLO (service level objectives).
• Validate all required tagging checklists are properly loaded into the tool and are being completed accurately and completely.
• On-site -Bangkok, THA.
• If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements. We're interested in getting to know you and what you bring to the table!.
• At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
• _JLL Privacy Notice_.
• Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
• For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
• For additional details please see our career site pages for each country.
• Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may email us at [email protected]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Job type:

Full-time

ให้บริการรับสายลูกค้าทีติดต่อโทรเข้ามาสอบถามบริการ/Product ของธนาคาร และรับข้อร้องเรียนต่างๆจากลูกค้าและให้คําแนะนํารวมถึงการแก้ปัญหาด้าน บริการต่างๆของธนาคาร.

Experience:

2 years required

Skills:

Quality Assurance, Recruitment, Thai

Job type:

Full-time

• Flexible on weekends and Public Holiday when team support needed.
• The Contact Center Manager is responsible for overseeing the daily operations of the contact center (Thai, Indonesia, Vietnam markets), ensuring high levels of customer satisfaction, operational efficiency, and team performance. This role manages customer service representatives, drives performance improvements, implements processes, and ensures service quality standards are consistently achieved.
• Operations Management & Human Resources.
• Manage and supervise daily contact center operations (calls, emails, chat channels).
• Ensure service levels, response times, and KPIs are met.
• Develop and implement operational procedures and workflows.
• Monitor call volumes and workforce planning (Roster) to ensure adequate staffing.
• Order and control small assets (PC/monitors) and amenities for the center.
• Coordinate staff recruitment, onboarding and termination with Allegiance as well as welfare benefits contracts.
• Submit Overtime and monthly bonus file to Allegiance.
• Team Leadership.
• Recruit, train, coach, and develop contact center Team Leaders and agents.
• Conduct Monthly and annual performance reviews and provide constructive feedback.
• Foster a positive, motivated, and customer-focused work environment.
• Coordinate animation (monthly events) with Team Leader and Director.
• Handle escalated customer complaints and complex cases.
• Performance & Quality Management.
• Track and analyze performance metrics (AHT, CSAT, CVR, AVERGA) on daily and monthly basis.
• Prepare operational reports and present performance insights to senior management.
• Animate the Quality committee with Coach, Team Leaders and Quality Manager and define improvement initiatives.
• Identify training needs and organize coaching sessions.
• Compliance & Process Improvement.
• Ensure compliance with company policies and data protection regulations. Assist Director with PCI certification.
• Bachelor's degree in Business Administration, Management, or related field.
• 5+ years experience in customer service/contact center operations.
• Minimum 2-3 years in a leadership or managerial role.
• Strong knowledge of contact center KPIs and workforce management.
• Fluency in Thai (both spoken and written).
• Skills & Competencies.
• Strong leadership and people management skills.
• Excellent communication and conflict-resolution abilities.
• Analytical and problem-solving mindset.
• Experience with CRM and contact center systems.
• Ability to work in a fast-paced, performance-driven environment.
• Customer-centric approach.
• Preferred Qualifications.
• Experience managing multi-channel or omnichannel contact centers.
• Knowledge of quality assurance frameworks.
• Experience with workforce management tools and reporting dashboards.

Experience:

5 years required

Skills:

Project Management, Quality Assurance, Risk Management

Job type:

Full-time

• Location: Bangkok, Thailand.
• Contract Duration: 20 months.
• We are seeking an experienced Project Manager to lead and oversee the delivery of a large-scale hyperscale data center project in Thailand. The role will act as the Client's representative and be responsible for managing the project lifecycle from construction through commissioning and handover.
• The Project Manager will ensure the project is delivered on time, within budget, and in accordance with quality, safety, and regulatory requirements. This role requires strong leadership, stakeholder coordination, and technical oversight across multidisciplinary teams.
• Lead overall project management and coordination across contractors, consultants, and stakeholders.
• Act as the primary point of contact and represent the Client in all project matters.
• Manage and monitor project schedule, ensuring alignment with key milestones and identifying risks/delays.
• Oversee cost control, change management, and financial tracking, including review of variations and claims.
• Direct and supervise construction activities, ensuring compliance with approved designs, specifications, and regulatory requirements.
• Ensure effective quality assurance and quality control (QA/QC) across all disciplines (CSA, MEP, ELV).
• Manage and coordinate commissioning activities, including engagement with third-party commissioning agents.
• Establish and maintain risk management processes, including risk identification, mitigation, and reporting.
• Oversee document control systems and ensure proper reporting and approvals workflow.
• Lead weekly and monthly project meetings, reporting progress, risks, and key issues to senior stakeholders.
• Manage contract administration, including claims, disputes, and contractor performance.
• Ensure compliance with health, safety, environmental (HSE) and local regulatory requirements.
• Oversee project closeout, including handover, documentation, and Defects Liability Period (DLP) management.
• Minimum 10 years of experience in project management, with strong exposure to data center or mission-critical projects.
• Proven experience managing large-scale projects (20MW+ data centers or equivalent complex infrastructure).
• Strong understanding of Design-Bid-Build delivery models and FIDIC contracts.
• Demonstrated experience in construction supervision, cost control, and schedule management.
• Experience managing multi-disciplinary teams including CSA, MEP, and commissioning.
• Familiarity with commissioning processes (Level 1-5) and data center delivery lifecycle.
• Experience in Thailand or Southeast Asia, with knowledge of local regulation.

Skills:

Quality Assurance, Recruitment, Automation, Payroll, YouTube

Job type:

Full-time

• 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 at Agoda. Data 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, developing, and retaining exceptional talent from across the globe. We work to create an inclusive, high-performing, and engaging environment where employees can grow, contribute meaningfully, and do their best work. Through a strong focus on people experience, service quality, and business partnership, we help Agoda scale while preserving what makes our culture distinctive.
• Within the People Team, the.
• People Experience and Services.
• function is responsible for designing and delivering critical people experiences, services, and operating foundations that support employees and managers across the employee lifecycle. This includes enabling smooth onboarding and mobility experiences, delivering effective workplace and office services, and ensuring employees have access to timely, trusted, and high-quality support when they need it.
• At the center of this model sits.
• People Services & Help Desk.
• Agoda's front door for People support supported by specialist service teams such as.
• People Relations Services. Together, these teams play a critical role in how employees and managers experience the People function day to day: through clear guidance, responsive support, effective issue resolution, and trusted handling of sensitive people matters.
• Opportunity.
• We are looking for an.
• Associate Director, Head of People Services & Help Desk.
• to lead Agoda's employee-facing People service delivery model across.
• People Help Desk / Tier 1 support.
• Tier 0 / self-service foundations., and.
• Global People Relations Services.
• This is a key leadership role within People Experience and Services, responsible for shaping how employees and managers access support across a wide range of People topics from day-to-day HR questions and lifecycle support to more complex and sensitive employee matters requiring specialist intervention.
• People Help Desk / Tier 1 services.
• Tier 0 / self-service and knowledge foundations.
• Global People Relations Services., including case governance and specialist support for complex employee relations matters.
• You will own the effectiveness of Agoda's People support model from the employee and manager perspective, ensuring it is clear, trusted, scalable, and increasingly insight-driven. This includes strengthening service standards, improving routing and handoffs across teams, enabling greater self-service, and ensuring sensitive employee matters are handled with appropriate quality, consistency, and governance.
• This role is ideal for a leader who combines strong service delivery and operational leadership with sound judgment, systems thinking, and the ability to build a modern, scalable People support model in a global, fast-moving organization.
• 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 work.
• or the possibility of being based in other locations.
• Lead Agoda's People Services front door and employee support model.
• Lead Agoda's employee-facing People Services model across.
• Tier 1 Help Desk support.
• Tier 0 self-service., and the interface into specialist support teams.
• Define and evolve how employees and managers access support across People topics, ensuring a clear, seamless, and trusted experience.
• Establish strong service principles, operating rhythms, and leadership across the teams responsible for day-to-day People support and complex employee issue resolution.
• Ensure Agoda's People support model scales effectively with organizational growth, complexity, and global reach.
• Lead the People Services & Help Desk team.
• Lead, manage, and develop the.
• People Services & Help Desk.
• team to deliver high-quality, consistent, and empathetic Tier 1 support across core HR topics such as policies, processes, employee data, benefits, onboarding, leaves, mobility, and general employee lifecycle support.
• Set service standards, KPIs, quality expectations, and operating controls to ensure timely, accurate, and compliant case handling.
• Build a strong service culture with clear accountability for employee experience, right-first-time resolution, responsiveness, and professionalism.
• Oversee workforce planning, capacity management, and prioritization across service demand, seasonal peaks, and new People initiatives.
• Lead Global People Relations Services.
• Lead the.
• Global People Relations Services.
• team, ensuring high-quality and well-governed support across complex employee matters such as performance concerns, misconduct, grievances, investigations, disciplinary actions, involuntary exits, and employee matters arising from organizational change.
• Ensure clear service ownership, escalation pathways, and governance across People Relations case handling.
• Partner closely with HR Business Partners, Legal, Compliance, and other relevant stakeholders to ensure people relations matters are handled fairly, consistently, pragmatically, and in line with internal policies and local legal requirements.
• Drive high standards in case management, documentation, risk identification, and decision quality across the People Relations team.
• Use case trends and themes to inform improvements in manager guidance, policy design, service processes, and broader practices.
• Own the operating interfaces across Tier 1, People Relations, and specialist teams.
• Serve as the senior operational owner for how work flows between.
• Help Desk / Tier 1.
• People Relations Services., and other Tier 2 / specialist teams across the People organization.
• Define and continuously improve routing logic, escalation models, intake criteria, handoffs, service ownership, and resolution pathways.
• Ensure employees and managers experience a joined-up service model even when multiple People teams are involved.
• Clarify roles and interfaces across Help Desk, People Relations, Payroll, Rewards, Mobility, People Partners, CoEs, and other specialist teams.
• Build Tier 0 / self-service and knowledge management foundations.
• Develop and execute Agoda's roadmap for.
• Tier 0 / self-service., moving the organization toward more proactive, intuitive, and self-directed resolution of common People queries.
• Own and strengthen the People knowledge ecosystem, including FAQs, help content, decision trees, agent guidance, and employee-facing support materials.
• Partner with policy owners and People SMEs to simplify complex topics into clear, scalable, and user-friendly content.
• Drive case deflection, knowledge reuse, content governance, and self-service adoption through disciplined measurement and continuous improvement.
• Enable digital, conversational, and AI-supported service delivery.
• Partner with Product, Tech, Systems, and Data teams to improve People support platforms, workflows, and user journeys across self-service and case management.
• Identify and help shape practical use cases for conversational and agentic AI within People Services, ensuring they enhance employee experience and complement human support.
• Provide leadership input into the design, testing, rollout, and continuous refinement of AI-enabled and digital service solutions.
• Ensure appropriate controls, privacy, escalation paths, and trust mechanisms are in place for all digital and AI-supported support channels.
• Drive operational excellence and continuous improvement.
• Monitor and improve key service performance metrics across Help Desk and People Relations Services, such as case volume, first contact resolution, time to resolution, service quality, customer satisfaction, escalation rates, re-open rates, and self-service deflection.
• Lead ongoing improvements in workflows, playbooks, standard responses, training, quality assurance, and reporting.
• Partner with People Service Excellence and other stakeholders to simplify processes, remove friction, and improve end-to-end employee and manager experiences.
• Ensure effective controls, compliance, documentation standards, and data privacy practices are embedded across service operations.
• Lead through insight, stakeholder partnership, and change.
• Act as the senior People Services contact for service performance, priorities, risks, and transformation opportunities.
• Provide regular insight and reporting to People leaders on service trends, root causes, organizational pain points, and improvement opportunities.
• Partner with Communications and relevant People teams to coordinate messaging around policy changes, process updates, and new tools or services.
• Support broader People transformation by bringing an employee-service lens to operating model design, simplification, and capability building across the function.
• What you'll need to succeed.
• 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.
• It's great if you also have.
• Experience in a global or regional.
• HR shared services / People services.
• environment.
• Experience leading both broad employee support teams and specialist employee relations or case management teams.
• Experience in knowledge management, service content strategy, and self-service adoption.
• Hands-on exposure to conversational AI, chatbots, virtual assistants, or workflow automation in HR or customer support environments.
• Experience improving employee experience through service redesign, process simplification, or digital product thinking.
• Experience in a high-growth tech, internet, or digital business.
• Familiarity with global organizations operating across multiple countries, cultures, and regulatory environments.
• Why this role matters.
• This role is a unique opportunity to shape how Agoda employees and managers experience People support at scale. From everyday HR queries to more complex and sensitive employee matters, the teams in this scope play an important role in making sure our people feel supported, informed, and able to navigate key moments in their Agoda journey with confidence.
• As.
• Associate Director, Head of People Services & Help Desk., you will help build a more connected, scalable, and future-ready support model, improving service quality, strengthening self-service, and ensuring complex cases are handled with care and consistency. Your work will directly influence employee experience, manager effectiveness, and how the People function continues to evolve as Agoda grows globally.
• PeopleServices.
• Please review our Hiring Process Guidelines before your interview click.
• here.
• to learn how interviewing at Agoda works.
• 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.
• 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.
• Disclaimer.
• We do not accept any terms or conditions, nor do we recognize any agency's representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.

Experience:

5 years required

Skills:

Social media

Job type:

Full-time

• 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 at Agoda. Data 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.
• Our customer-experience-centric Social Media team is growing and we are looking for a Social Media Team Manager with a strong focus on Online Reputation Management (ORM). In this role, you will wear two hats: leading ORM strategy - including social listening, monitoring, analysis, and optimization - while also managing a team of social media agents for day-to-day operations. This is a unique opportunity to help shape and grow Agoda's social media function, with significant scope to build something meaningful.
• Online Reputation Management & Monitoring.
• Monitor and analyze social media channels for brand mentions, sentiment trends, and reputation risk signals to.
• identify.
• potential business.
• impact.
• Synthesize complex social data from multiple sources into clear ORM summaries, recommendations, and decision-ready materials for stakeholders.
• Develop, document, and maintain ORM playbooks, escalation templates, and investigation frameworks; ensure governance and.
• controls.
• Track mitigation plans and ensure.
• timely.
• follow-up on action items and unresolved reputational risks.
• Reporting & Data Analysis.
• Analyze social media dashboards and platform data to.
• identify.
• trends, root causes, and performance opportunities.
• Prepare robust social listening and ORM reports for senior stakeholders, highlighting key signals, ongoing initiatives, and actionable insights.
• Leverage data tools (SQL, Tableau, or equivalent) to build and.
• maintain.
• reporting frameworks that support operational decision-making.
• Team Management & Operational Collaboration.
• Manage and develop a team of social media agents - coach, mentor, motivate, and evaluate performance on a regular basis.
• Identify.
• performance gaps, formulate action plans to address them, and monitor outcomes to ensure success.
• Continuously.
• monitor.
• traffic and service levels; highlight discrepancies and take immediate corrective action.
• Assist.
• with planning and organizing proper coverage and staffing alignment.
• Partner with WFM, QA, and cross-functional teams on key operational initiatives and document learnings.
• Process Improvement & Ownership.
• Drive continuous improvement in social listening workflows,.
• monitoring.
• processes, and post-incident learnings.
• Lead cross-department working group discussions and provide post-mortem reviews for reputational and operational incidents.
• Improve internal processes by.
• identifying.
• recurring pain points, operational gaps, and opportunities to standardize ORM management.
• Supervise quality assurance processes and related training of team members to ensure consistent, high-quality customer service.
• Act as backup to the Operations Manager when needed.
• 6+ years of total blended experience in social media, social care, or online reputation management, with a minimum of 2 years in a people management or managerial role; experience working with operational or contact center data is an advantage.
• Social Care & ORM.
• expertise.
• Strong, hands-on experience managing social media channels as a customer service function and.
• demonstrated.
• experience in ORM - social listening, brand monitoring, reporting, and driving improvement actions based on insights.
• Social media tools.
• proficiency.
• Proficiency.
• in Sprinklr or equivalent social media management and listening platforms (e.g., Meltwater, Sprout Social), with end-to-end working knowledge of the tool.
• Proficiency.
• in SQL, Tableau, and other data platforms, alongside Microsoft products including Word, Excel, and PowerPoint.
• Explain technical and social media findings to non-technical stakeholders; produce concise, executive-level summaries and reports.
• Ability to translate social listening and ORM insights into actionable improvement strategies and operational recommendations.
• Deliver.
• timely.
• analysis,.
• maintain.
• operational cadences, and manage multiple initiatives effectively across different timelines.
• Trusted.
• partner.
• across multiple functions; reliable under pressure.
• Demonstrated.
• ownership, accountability, and resilience under ambiguity in fast-paced, dynamic, multicultural environments.
• English.
• proficiency.
• Excellent command of spoken and written English; the ability to speak and write in any.
• additional.
• language will be preferred.
• experience configuring,.
• optimizing., or scaling social listening or ORM platforms.
• Background in corporate communications, brand management, or community management.
• Knowledge of Agoda products and customer service procedures.
• 5-day work week (weekends may be included) with rotating shift schedule (shifts rotate throughout the week). Additional working hours may be required based on specific business needs.
• We welcome applications from Bangkok, Thailand and Kuala Lumpur, Malaysia. Strong preference for candidates already based within the respective country. Relocation support eligibility is subject to confirmation.
• Application Screening by Recruiter --> Recruiter Phone Screen --> SHL Assessment --> Round 1 Interview (Regional Manager) --> Final Interview (Senior manager).
• Please review our Hiring Process Guidelines before your interview click.
• here.
• to learn how interviewing at Agoda works.
• 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.
• 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.
• Disclaimer.
• We do not accept any terms or conditions, nor do we recognize any agency's representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.

Skills:

Quality Assurance, Recruitment, Automation, Payroll, YouTube

Job type:

Full-time

• 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 at Agoda. Data 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, developing, and retaining exceptional talent from across the globe. We work to create an inclusive, high-performing, and engaging environment where employees can grow, contribute meaningfully, and do their best work. Through a strong focus on people experience, service quality, and business partnership, we help Agoda scale while preserving what makes our culture distinctive.
• Within the People Team, the.
• People Experience and Services.
• function is responsible for designing and delivering critical people experiences, services, and operating foundations that support employees and managers across the employee lifecycle. This includes enabling smooth onboarding and mobility experiences, delivering effective workplace and office services, and ensuring employees have access to timely, trusted, and high-quality support when they need it.
• At the center of this model sits.
• People Services & Help Desk.
• Agoda's front door for People support supported by specialist service teams such as.
• People Relations Services. Together, these teams play a critical role in how employees and managers experience the People function day to day: through clear guidance, responsive support, effective issue resolution, and trusted handling of sensitive people matters.
• Opportunity.
• We are looking for an.
• Associate Director, Head of People Services & Help Desk.
• to lead Agoda's employee-facing People service delivery model across.
• People Help Desk / Tier 1 support.
• Tier 0 / self-service foundations., and.
• Global People Relations Services.
• This is a key leadership role within People Experience and Services, responsible for shaping how employees and managers access support across a wide range of People topics from day-to-day HR questions and lifecycle support to more complex and sensitive employee matters requiring specialist intervention.
• People Help Desk / Tier 1 services.
• Tier 0 / self-service and knowledge foundations.
• Global People Relations Services., including case governance and specialist support for complex employee relations matters.
• You will own the effectiveness of Agoda's People support model from the employee and manager perspective, ensuring it is clear, trusted, scalable, and increasingly insight-driven. This includes strengthening service standards, improving routing and handoffs across teams, enabling greater self-service, and ensuring sensitive employee matters are handled with appropriate quality, consistency, and governance.
• This role is ideal for a leader who combines strong service delivery and operational leadership with sound judgment, systems thinking, and the ability to build a modern, scalable People support model in a global, fast-moving organization.
• 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 work.
• or the possibility of being based in other locations.
• Lead Agoda's People Services front door and employee support model.
• Lead Agoda's employee-facing People Services model across.
• Tier 1 Help Desk support.
• Tier 0 self-service., and the interface into specialist support teams.
• Define and evolve how employees and managers access support across People topics, ensuring a clear, seamless, and trusted experience.
• Establish strong service principles, operating rhythms, and leadership across the teams responsible for day-to-day People support and complex employee issue resolution.
• Ensure Agoda's People support model scales effectively with organizational growth, complexity, and global reach.
• Lead the People Services & Help Desk team.
• Lead, manage, and develop the.
• People Services & Help Desk.
• team to deliver high-quality, consistent, and empathetic Tier 1 support across core HR topics such as policies, processes, employee data, benefits, onboarding, leaves, mobility, and general employee lifecycle support.
• Set service standards, KPIs, quality expectations, and operating controls to ensure timely, accurate, and compliant case handling.
• Build a strong service culture with clear accountability for employee experience, right-first-time resolution, responsiveness, and professionalism.
• Oversee workforce planning, capacity management, and prioritization across service demand, seasonal peaks, and new People initiatives.
• Lead Global People Relations Services.
• Lead the.
• Global People Relations Services.
• team, ensuring high-quality and well-governed support across complex employee matters such as performance concerns, misconduct, grievances, investigations, disciplinary actions, involuntary exits, and employee matters arising from organizational change.
• Ensure clear service ownership, escalation pathways, and governance across People Relations case handling.
• Partner closely with HR Business Partners, Legal, Compliance, and other relevant stakeholders to ensure people relations matters are handled fairly, consistently, pragmatically, and in line with internal policies and local legal requirements.
• Drive high standards in case management, documentation, risk identification, and decision quality across the People Relations team.
• Use case trends and themes to inform improvements in manager guidance, policy design, service processes, and broader practices.
• Own the operating interfaces across Tier 1, People Relations, and specialist teams.
• Serve as the senior operational owner for how work flows between.
• Help Desk / Tier 1.
• People Relations Services., and other Tier 2 / specialist teams across the People organization.
• Define and continuously improve routing logic, escalation models, intake criteria, handoffs, service ownership, and resolution pathways.
• Ensure employees and managers experience a joined-up service model even when multiple People teams are involved.
• Clarify roles and interfaces across Help Desk, People Relations, Payroll, Rewards, Mobility, People Partners, CoEs, and other specialist teams.
• Build Tier 0 / self-service and knowledge management foundations.
• Develop and execute Agoda's roadmap for.
• Tier 0 / self-service., moving the organization toward more proactive, intuitive, and self-directed resolution of common People queries.
• Own and strengthen the People knowledge ecosystem, including FAQs, help content, decision trees, agent guidance, and employee-facing support materials.
• Partner with policy owners and People SMEs to simplify complex topics into clear, scalable, and user-friendly content.
• Drive case deflection, knowledge reuse, content governance, and self-service adoption through disciplined measurement and continuous improvement.
• Enable digital, conversational, and AI-supported service delivery.
• Partner with Product, Tech, Systems, and Data teams to improve People support platforms, workflows, and user journeys across self-service and case management.
• Identify and help shape practical use cases for conversational and agentic AI within People Services, ensuring they enhance employee experience and complement human support.
• Provide leadership input into the design, testing, rollout, and continuous refinement of AI-enabled and digital service solutions.
• Ensure appropriate controls, privacy, escalation paths, and trust mechanisms are in place for all digital and AI-supported support channels.
• Drive operational excellence and continuous improvement.
• Monitor and improve key service performance metrics across Help Desk and People Relations Services, such as case volume, first contact resolution, time to resolution, service quality, customer satisfaction, escalation rates, re-open rates, and self-service deflection.
• Lead ongoing improvements in workflows, playbooks, standard responses, training, quality assurance, and reporting.
• Partner with People Service Excellence and other stakeholders to simplify processes, remove friction, and improve end-to-end employee and manager experiences.
• Ensure effective controls, compliance, documentation standards, and data privacy practices are embedded across service operations.
• Lead through insight, stakeholder partnership, and change.
• Act as the senior People Services contact for service performance, priorities, risks, and transformation opportunities.
• Provide regular insight and reporting to People leaders on service trends, root causes, organizational pain points, and improvement opportunities.
• Partner with Communications and relevant People teams to coordinate messaging around policy changes, process updates, and new tools or services.
• Support broader People transformation by bringing an employee-service lens to operating model design, simplification, and capability building across the function.
• What you'll need to succeed.
• 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.
• It's great if you also have.
• Experience in a global or regional.
• HR shared services / People services.
• environment.
• Experience leading both broad employee support teams and specialist employee relations or case management teams.
• Experience in knowledge management, service content strategy, and self-service adoption.
• Hands-on exposure to conversational AI, chatbots, virtual assistants, or workflow automation in HR or customer support environments.
• Experience improving employee experience through service redesign, process simplification, or digital product thinking.
• Experience in a high-growth tech, internet, or digital business.
• Familiarity with global organizations operating across multiple countries, cultures, and regulatory environments.
• Why this role matters.
• This role is a unique opportunity to shape how Agoda employees and managers experience People support at scale. From everyday HR queries to more complex and sensitive employee matters, the teams in this scope play an important role in making sure our people feel supported, informed, and able to navigate key moments in their Agoda journey with confidence.
• As.
• Associate Director, Head of People Services & Help Desk., you will help build a more connected, scalable, and future-ready support model, improving service quality, strengthening self-service, and ensuring complex cases are handled with care and consistency. Your work will directly influence employee experience, manager effectiveness, and how the People function continues to evolve as Agoda grows globally.
• PeopleServices.
• Please review our Hiring Process Guidelines before your interview click.
• here.
• to learn how interviewing at Agoda works.
• 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.
• 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.
• Disclaimer.
• We do not accept any terms or conditions, nor do we recognize any agency's representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.

Experience:

5 years required

Skills:

Electrical Engineering, Mechanical Engineering, Quality Assurance, Problem Solving, Risk Management

Job type:

Full-time

• DayOne is a global leader in the development and operation of high-performance data centers. As one of the fastest-growing companies in the industry, we've built a robust presence across Asia and Europe and we're just getting started.
• As we expand into new international markets, we're looking for talented, driven individuals to join us on this exciting journey. This is more than a job it's an opportunity to be a key contributor to our dynamic team and help shape the future of global data infrastructure.
• If you're passionate about innovation, technology, and growth, we invite you to be part of DayOne's next chapter.
• To lead, plan, execute, and manage the comprehensive commissioning process for new data centre builds projects, ensuring all critical infrastructure systems are rigorously tested, validated, and handed over to Operations and Customers meeting design intent, reliability standards, contractual requirements, and safety protocols to ensure seamless project execution.
• Commissioning Strategy & Planning.
• Develop and own the overall Commissioning Plan, Schedule, and Budget for complex data centre projects.
• Define commissioning scope, phases (FAT/FWT, SAT, IST), methodologies, and acceptance criteria aligned with project specifications, industry standards (e.g., ASHRAE, BICSI, Uptime Institute Tier requirements), and client expectations.
• Lead the selection and management of third-party Commissioning Agents (CxA).
• Integrate commissioning activities seamlessly into the master project schedule.
• Team Leadership & Management.
• Lead and mentor a multidisciplinary commissioning team (internal and external), including Commissioning Engineers, Specialists, and Technicians.
• Coordinate effectively with Project Managers, Design Engineers, Construction Managers, Vendors, General Contractors, and Operations/ Facility Management teams.
• Technical Oversight & Execution.
• Oversee the development and approval of detailed test scripts/procedures (functional tests, ISTs) for all critical systems, including infrastructure works.
• Electrical: HV/MV/LV Distribution, Generators, UPS, STS, PDU, ATS, EPMS/SCADA/BMS.
• Mechanical: Chillers, CRAC/CRAH Units, Cooling Towers, Pumps, Water Treatment, Air Handling, VESDA/BMS Controls, Plumbing.
• Control Systems: BMS/EPMS/BAS Integration, Sequence of Operations (SOO) validation.
• Fire Protection: Detection, Suppression (Gas & Water), Alarm Systems.
• Security: Access Control, CCTV, Intrusion Detection.
• ICT Infrastructure: Rack PDUs, Structured Cabling Pathways/Spaces (readiness).
• Ensure rigorous execution of Factory Acceptance Tests (FAT) and Site Acceptance Tests (SAT) for major equipment.
• Lead and manage Integrated Systems Testing (IST), simulating failure scenarios and load conditions.
• Oversee functional performance testing of control sequences and system integrations.
• Quality Assurance & Compliance.
• Ensure all commissioning activities adhere to project specifications, design documents, approved shop drawings, relevant codes, safety regulations (NFPA, OSHA, local), and industry best practices.
• Implement rigorous quality control processes throughout commissioning.
• Manage the resolution of commissioning issues, defects, and non-conformances (NCRs) through punch lists and track to closure.
• Documentation & Handover.
• Ensure the creation, review, and approval of comprehensive commissioning documentation: Test Reports, Logs, O&M Manuals (commissioning sections), As-Built Drawings, Training Records.
• Oversee the compilation and delivery of the complete Turnover Package to the Operations/Facilities team.
• Facilitate formal handover meetings and ensure Operations readiness.
• Risk Management & Problem Solving.
• Proactively identify, assess, and mitigate risks to the commissioning schedule, budget, and quality.
• Lead troubleshooting efforts for complex system integration and performance issues during testing.
• Manage change requests impacting commissioning scope.
• Safety.
• Champion and enforce a strict safety culture during all commissioning activities, especially during live testing and energization.
• Ensure all commissioning procedures incorporate robust Lockout/Tagout (LOTO) and safe working practices.
• Client & Stakeholder Communication.
• Serve as the primary point of contact for commissioning matters with the client and key stakeholders.
• Provide clear, regular reporting on commissioning progress, issues, risks, and schedule.
• Bachelor's degree in Electrical Engineering, Mechanical Engineering, Construction Management, or a related technical field. Advanced degree or certifications (e.g., CxA, PMP) a plus.
• A minimum of.
• 10-15 years of progressive experience in commissioning critical facilities, with at least 5 years specifically focused on large-scale, mission-critical data centres.
• Proven track record of successfully managing the.
• full commissioning lifecycle for multiple, complex data centre projects (hyperscale, colocation, enterprise).
• Extensive.
• hands-on experience with commissioning HV systems, generators, UPS, cooling plants, BMS/EPMS, and fire protection systems.
• Deep understanding of data centre design principles, redundancy configurations (N, N+1, 2N), Tier standards, and operational requirements.
• Certifications (Highly Desirable): Certified Commissioning Authority (CxA), PMP, Professional Engineer (PE), CDCDP, or equivalent industry certifications. OSHA 30.
• DayOne is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
• If you're ready to grow with one of the fastest-moving companies in the data center industry, apply now and be part of our global journey.

Skills:

Quality Assurance, Recruitment, Automation, Payroll, YouTube

Job type:

Full-time

• 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 at Agoda. Data 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, developing, and retaining exceptional talent from across the globe. We work to create an inclusive, high-performing, and engaging environment where employees can grow, contribute meaningfully, and do their best work. Through a strong focus on people experience, service quality, and business partnership, we help Agoda scale while preserving what makes our culture distinctive.
• Within the People Team, the.
• People Experience and Services.
• function is responsible for designing and delivering critical people experiences, services, and operating foundations that support employees and managers across the employee lifecycle. This includes enabling smooth onboarding and mobility experiences, delivering effective workplace and office services, and ensuring employees have access to timely, trusted, and high-quality support when they need it.
• At the center of this model sits.
• People Services & Help Desk.
• Agoda's front door for People support supported by specialist service teams such as.
• People Relations Services. Together, these teams play a critical role in how employees and managers experience the People function day to day: through clear guidance, responsive support, effective issue resolution, and trusted handling of sensitive people matters.
• Opportunity.
• We are looking for an.
• Associate Director, Head of People Services & Help Desk.
• to lead Agoda's employee-facing People service delivery model across.
• People Help Desk / Tier 1 support.
• Tier 0 / self-service foundations., and.
• Global People Relations Services.
• This is a key leadership role within People Experience and Services, responsible for shaping how employees and managers access support across a wide range of People topics from day-to-day HR questions and lifecycle support to more complex and sensitive employee matters requiring specialist intervention.
• People Help Desk / Tier 1 services.
• Tier 0 / self-service and knowledge foundations.
• Global People Relations Services., including case governance and specialist support for complex employee relations matters.
• You will own the effectiveness of Agoda's People support model from the employee and manager perspective, ensuring it is clear, trusted, scalable, and increasingly insight-driven. This includes strengthening service standards, improving routing and handoffs across teams, enabling greater self-service, and ensuring sensitive employee matters are handled with appropriate quality, consistency, and governance.
• This role is ideal for a leader who combines strong service delivery and operational leadership with sound judgment, systems thinking, and the ability to build a modern, scalable People support model in a global, fast-moving organization.
• 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 work.
• or the possibility of being based in other locations.
• Lead Agoda's People Services front door and employee support model.
• Lead Agoda's employee-facing People Services model across.
• Tier 1 Help Desk support.
• Tier 0 self-service., and the interface into specialist support teams.
• Define and evolve how employees and managers access support across People topics, ensuring a clear, seamless, and trusted experience.
• Establish strong service principles, operating rhythms, and leadership across the teams responsible for day-to-day People support and complex employee issue resolution.
• Ensure Agoda's People support model scales effectively with organizational growth, complexity, and global reach.
• Lead the People Services & Help Desk team.
• Lead, manage, and develop the.
• People Services & Help Desk.
• team to deliver high-quality, consistent, and empathetic Tier 1 support across core HR topics such as policies, processes, employee data, benefits, onboarding, leaves, mobility, and general employee lifecycle support.
• Set service standards, KPIs, quality expectations, and operating controls to ensure timely, accurate, and compliant case handling.
• Build a strong service culture with clear accountability for employee experience, right-first-time resolution, responsiveness, and professionalism.
• Oversee workforce planning, capacity management, and prioritization across service demand, seasonal peaks, and new People initiatives.
• Lead Global People Relations Services.
• Lead the.
• Global People Relations Services.
• team, ensuring high-quality and well-governed support across complex employee matters such as performance concerns, misconduct, grievances, investigations, disciplinary actions, involuntary exits, and employee matters arising from organizational change.
• Ensure clear service ownership, escalation pathways, and governance across People Relations case handling.
• Partner closely with HR Business Partners, Legal, Compliance, and other relevant stakeholders to ensure people relations matters are handled fairly, consistently, pragmatically, and in line with internal policies and local legal requirements.
• Drive high standards in case management, documentation, risk identification, and decision quality across the People Relations team.
• Use case trends and themes to inform improvements in manager guidance, policy design, service processes, and broader practices.
• Own the operating interfaces across Tier 1, People Relations, and specialist teams.
• Serve as the senior operational owner for how work flows between.
• Help Desk / Tier 1.
• People Relations Services., and other Tier 2 / specialist teams across the People organization.
• Define and continuously improve routing logic, escalation models, intake criteria, handoffs, service ownership, and resolution pathways.
• Ensure employees and managers experience a joined-up service model even when multiple People teams are involved.
• Clarify roles and interfaces across Help Desk, People Relations, Payroll, Rewards, Mobility, People Partners, CoEs, and other specialist teams.
• Build Tier 0 / self-service and knowledge management foundations.
• Develop and execute Agoda's roadmap for.
• Tier 0 / self-service., moving the organization toward more proactive, intuitive, and self-directed resolution of common People queries.
• Own and strengthen the People knowledge ecosystem, including FAQs, help content, decision trees, agent guidance, and employee-facing support materials.
• Partner with policy owners and People SMEs to simplify complex topics into clear, scalable, and user-friendly content.
• Drive case deflection, knowledge reuse, content governance, and self-service adoption through disciplined measurement and continuous improvement.
• Enable digital, conversational, and AI-supported service delivery.
• Partner with Product, Tech, Systems, and Data teams to improve People support platforms, workflows, and user journeys across self-service and case management.
• Identify and help shape practical use cases for conversational and agentic AI within People Services, ensuring they enhance employee experience and complement human support.
• Provide leadership input into the design, testing, rollout, and continuous refinement of AI-enabled and digital service solutions.
• Ensure appropriate controls, privacy, escalation paths, and trust mechanisms are in place for all digital and AI-supported support channels.
• Drive operational excellence and continuous improvement.
• Monitor and improve key service performance metrics across Help Desk and People Relations Services, such as case volume, first contact resolution, time to resolution, service quality, customer satisfaction, escalation rates, re-open rates, and self-service deflection.
• Lead ongoing improvements in workflows, playbooks, standard responses, training, quality assurance, and reporting.
• Partner with People Service Excellence and other stakeholders to simplify processes, remove friction, and improve end-to-end employee and manager experiences.
• Ensure effective controls, compliance, documentation standards, and data privacy practices are embedded across service operations.
• Lead through insight, stakeholder partnership, and change.
• Act as the senior People Services contact for service performance, priorities, risks, and transformation opportunities.
• Provide regular insight and reporting to People leaders on service trends, root causes, organizational pain points, and improvement opportunities.
• Partner with Communications and relevant People teams to coordinate messaging around policy changes, process updates, and new tools or services.
• Support broader People transformation by bringing an employee-service lens to operating model design, simplification, and capability building across the function.
• What you'll need to succeed.
• 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.
• It's great if you also have.
• Experience in a global or regional.
• HR shared services / People services.
• environment.
• Experience leading both broad employee support teams and specialist employee relations or case management teams.
• Experience in knowledge management, service content strategy, and self-service adoption.
• Hands-on exposure to conversational AI, chatbots, virtual assistants, or workflow automation in HR or customer support environments.
• Experience improving employee experience through service redesign, process simplification, or digital product thinking.
• Experience in a high-growth tech, internet, or digital business.
• Familiarity with global organizations operating across multiple countries, cultures, and regulatory environments.
• Why this role matters.
• This role is a unique opportunity to shape how Agoda employees and managers experience People support at scale. From everyday HR queries to more complex and sensitive employee matters, the teams in this scope play an important role in making sure our people feel supported, informed, and able to navigate key moments in their Agoda journey with confidence.
• As.
• Associate Director, Head of People Services & Help Desk., you will help build a more connected, scalable, and future-ready support model, improving service quality, strengthening self-service, and ensuring complex cases are handled with care and consistency. Your work will directly influence employee experience, manager effectiveness, and how the People function continues to evolve as Agoda grows globally.
• PeopleServices.
• Please review our Hiring Process Guidelines before your interview click.
• here.
• to learn how interviewing at Agoda works.
• 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.
• 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.
• Disclaimer.
• We do not accept any terms or conditions, nor do we recognize any agency's representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.

Experience:

9 years required

Skills:

Business Development, Risk Management, Architecture, Automation, Salesforce, Assurance, English, Arabic

Job type:

Full-time

• D365 Contact Center solution design and architecture.
• D365 CCaaS delivery leadership and capability build.
• Client advisory on contact center transformation and adoption.
• Lead D365 CCaaS solution design and delivery across omnichannel engagement, case management, and intelligent routing.
• Define scalable, secure, and high-performing solution architectures across D365 Customer Service, Power Platform, and Azure integration services.
• Lead the full project lifecycle from discovery and design through build, testing, deployment, and go-live, aligned with Microsoft best practices.
• Facilitate client workshops to capture requirements, map journeys, and translate needs into scalable, sustainable solutions.
• Serve as the client-facing delivery lead, presenting architecture, recommendations, demos, and progress updates to business and technical stakeholders.
• Implement AI-powered service capabilities, including Copilot, Conversational AI, agent assist, knowledge recommendations, summarization, and automation.
• Oversee D365 Customer Service and Power Platform configuration, customization, QA, testing, issue resolution, SIT/UAT, and deployment readiness.
• Design and govern enterprise integrations using Azure services and proven patterns to enable seamless end-to-end processes.
• Lead, mentor, and coach developers and consultants, providing technical oversight and building team capability.
• Support business development through solutioning, proposals, estimates, presentations, demos, PoCs, and AI-enabled customer engagement opportunities.
• What You'll Bring.
• 6-9 years of hands-on experience designing and delivering CCaaS solutions on leading platforms such as Genesys Cloud CX, NICE CXone, Amazon Connect, Cisco Webex Contact Center, or Salesforce Service Cloud.
• Proven CCaaS delivery experience with strong knowledge of scalability, resilience, and modern cloud deployment models.
• Strong understanding of omnichannel contact centers, including voice, chat, email, social orchestration, intelligent routing, case management, and seamless customer and agent experiences.
• Proven ability to design and implement AI-powered CCaaS solutions, including Conversational AI, automation, workflow orchestration, decision support, and AI-assisted operations.
• Focused on improving business outcomes through automation, intelligence, self-service, AI-driven productivity, and omnichannel CX optimization.
• Experience integrating contact center platforms with CRM systems to enable unified customer views and consistent engagement.
• Strong understanding of CC architecture, operating models, journey orchestration, workforce optimization, service analytics, and continuous improvement.
• Exposure to multiple CCaaS vendors, with ability to adapt patterns, capabilities, and architectures across ecosystems.
• Knowledge of D365 Contact Center and Customer Service, with ability to ramp up quickly and lead Microsoft ecosystem delivery.
• Experience with Azure Communication Services, Teams Voice, Microsoft Copilot, Copilot Studio, or Azure AI Foundry is a strong advantage, along with awareness of the multi-vendor CCaaS landscape and Microsoft's differentiators.
• Soft Skills.
• Strong client engagement and stakeholder management skills.
• Experience leading delivery teams and workstreams.
• Ability to translate business requirements into technical solutions.
• Strong problem-solving and communication skills.
• Language Skills.
• Fluency in English (required).
• Fluency in Arabic (required).
• Certifications (Preferred).
• Relevant certifications from leading CCaaS platforms, such as Genesys Cloud CX, NICE CXone, Amazon Connect,Cisco Webex Contact Center, Salesforce Service Cloud.
• D365 Customer Service Functional Consultant Associate.
• D365 Customer Experience Analyst Associate.
• Copilot and Agent Administration Fundamentals.
• Additional certifications in D365 Customer Experience or Solution Architecture are a plus.
• How You'll Make a Difference.
• At PwC Midde East, we expect all our people to embody the skills and behaviours of The PwC Professional framework, helping us deliver on our strategy while growing and developing as leaders at every level.
• Why You'll Love Working at PwC.
• At PwC Middle East, you'll find more than just a job - you'll build a meaningful career, supported by rewards and benefits that help you thrive. We offer competitive pay, comprehensive benefits, and programs that promote well-being, balance, and personal growth. You'll have access to continuous learning, digital upskilling, and a collaborative environment that values innovation, mentorship, and diversity. Are you ready to make a difference? Want to unlock new value by applying your unique perspective and talents? You can grow exponentially here. Discover more about Life at PwC Middle East.