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

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 experi...

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.

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. 

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. 
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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