[GSD] Lead, People Tech Operation Excellence (Bangkok Based, relocation provided)

Get to Know our Team

The Global Service Delivery (GSD) team is responsible for Agoda’s office infrastructure and staff connectivity, providing the hardware, software, and system access that enable employees to work efficiently across our global offices. Operating across multiple countries, the team delivers reliable support to Agoda employees whether they are in the office, working remotely, or traveling.

Within GSD, the People Technology (HR Tech) team manages the systems that power Agoda’s people operations. Our platforms, including Workday, support key HR processes such as employee lifecycle management, performance reviews, and organizational data, helping the company scale efficiently while improving employee experience.

The Opportunity

Joining our People Technology (HRIS) team is a great opportunity to gain hands-on experience supporting the systems behind Agoda’s global people operations.

As Lead, People Technology Operational Excellence, you will help shape how People Technology supports employees across Agoda owning HRIS service operations covering Tier 2+ tickets, change requests, and data access requests. You will turn operational data into clear priorities, build consistent processes, and data to drive improvements that make support faster and more reliable.

In this Role you will get to

• Lead HRIS operations at Tier 2 and above process, including change requests and data access requests, with clear prioritization, routing, escalation, and ownership through resolution.

• Lead operational reviews, track corrective actions, and measure improvement against agreed baselines and targets for efficiency, quality, and employee experience.

• Monitor service level agreements (SLAs), workload, and aging tickets; coordinate timely action to maintain service quality.

• Build dashboards and analyze ticket trends, resolution times, customer satisfaction (CSAT), and reopen rates to guide operational decisions.

• Validate ticket data and standardize metric definitions so performance reporting is accurate, consistent, and actionable.

• Create and maintain SOPs, process maps, and knowledge articles, including approval and access controls for change requests and data access requests.

• Investigate recurring issues and prioritize process improvements, self-service, and automation based on employee impact, risk, and effort.

• Coordinate change requests with HRIS specialists and project managers, including requirements, approvals, testing, support handovers, and process adoption.

What you will Need to Succeed

• 8+ years of experience in HRIS or IT service operations, or HR Technology, shared services, or operational excellence, with hands-on responsibility for ticket management and process improvement.

• Hands-on experience with ticketing tools such as Jira Service Management, ServiceNow, or Zendesk, managing queues, priorities, SLAs, and escalations for support tickets, change requests, and data access requests.

• Strong data analytics skills, including Excel or Google Sheets and reporting tools, with the ability to validate data, identify root causes, and translate insights into practical improvements.

• Experience creating SOPs and process maps, standardizing workflows, and helping teams adopt consistent ways of working.

• Experience defining service metrics and KPIs, establishing baselines and targets, and building dashboards that balance efficiency, quality, and customer satisfaction.

• Strong stakeholder management skills, with the ability to align technical and business teams, manage expectations, and drive action through clear written and spoken English.

• A proactive approach and strong ownership, with sound prioritization and judgment when handling confidential employee data and access controls.

It is Great If You Have

• Hands-on Workday experience, including HRIS support, business processes, reporting, or security and access management.

• SQL skills or experience with Power BI, Tableau, or Zendesk Explore.

• Practical knowledge of ITIL, Lean, Six Sigma, self-service, or workflow automation.

• Experience working across regions in an international technology company.

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