Jobs in Canada

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Added 6 mins ago
LV
JUNIOR ASSISTANT MANAGER-EN
La Vie En Rose
Richmond, BC
- Full-time
Keep the store running smoothly and ensure your team provides outstanding customer service;
Added 6 mins ago
NI
ServiceNow Implementation Architect
Nityo Infotech
Toronto, ON
- Full-time
You are the technical and process authority on a small delivery team, and the person the customer trusts on how the solution should work. You decide the design, set how the team builds it,…
Added 6 mins ago
S&
Vice President of Finance
Stevenson & White
Ottawa, ON
- Full-time
Our client, a fast-growing software-as-a-service (SaaS) company, is looking for an innovative, hands-on VP of Finance to join their leadership team and help support this exciting next stage…
Added 6 mins ago
HI
Adjoint(e) technique
HUB International Québec Ltd
Brossard, QC
- Full-time
Added 6 mins ago
LV
KEY HOLDER-EN
La Vie En Rose
Red Deer, AB
- Part-time
You listen to your customers’ needs to provide the very best service;
Added 6 mins ago
LV
SALES ASSOCIATE-EN
La Vie En Rose
Red Deer, AB
- Full-time
You listen to customers’ needs to provide exceptional customer service;
Added 6 mins ago
VF
Technical Sales Representative – Large Contracts
Viking Fire Protection Inc.
Regina, SK
- Full-time
…large-scale fire protection contracts, while acting as a trusted technical advisor to clients throughout the sales…
Added 6 mins ago
LV
ASSISTANT MANAGER-EN
La Vie En Rose
Brossard, QC
- Full-time
…runs smoothly and that your team provides the best possible customer service. When you’re working as acting manager, your tasks will include meeting overall goals, maintaining our corporate…
Added 6 mins ago
L
Assistant Manager, Guest Experience | Kingston - Closing Nov 25
lululemon
Kingston, ON
- Full-time
Must have the ability to travel to assigned store with reliable transportation methods
Added 6 mins ago
AC
Gestionnaire de projets/Project Manager
ATS Corporation
Montreal, QC
- Full-time
Receive machine orders and thoroughly review the contract, sales order, and all documents / details in the customer folder. Reach out to the client and initiate a relationship and learn…
Added 6 mins ago
PG
ServiceNow Implementation Architect
Pacer Group
Toronto, ON
- Contract
Proven experience leading offshore development teams, conducting technical workshops, and managing customer stakeholders.
Added 6 mins ago
PG
Servicenow implementation Architect
Pacer Group
Toronto, ON
- $135,000 to $140,000 CAD / year
- Full-time
Strong knowledge of CSDM, Discovery, Service Mapping, and Event Management.
Added 6 mins ago
LV
ASSISTANT MANAGER-EN
La Vie En Rose
Vaudreuil-Dorion, QC
- Full-time
…runs smoothly and that your team provides the best possible customer service. When you’re working as acting manager, your tasks will include meeting overall goals, maintaining our corporate…
Added 6 mins ago
C
Network Engineering Consultant
CGI
Toronto, ON
- Full-time
The delivery of this service portfolio provides continuous opportunities to learn and expand expertise in telecommunications concepts, products, and solutions from leading vendors such as…
Added 6 mins ago
A
Account Executive, Devs.ai
AppDirect
Montreal, QC
- Full-time
…sell any product, through any channel, on any device, as a service. We power millions of subscriptions worldwide for organizations. We do this through a values-driven culture that enables…
Added 6 mins ago
A
Product Specialist (Cloud Support SME)
Acceldata
Kitchener, ON
- Full-time
…dynamic environment, you will leverage your business acumen, technical expertise, and interpersonal skills to make a tangible difference for our valued customers. As one of the first…
Added 7 mins ago
LV
ACTING ASSISTANT MANAGER-EN
La Vie En Rose
Richmond, BC
- Full-time
…runs smoothly and that your team provides the best possible customer service. When you’re working as acting manager, your tasks will include meeting overall goals, maintaining our corporate…
Added 7 mins ago
LV
ASSISTANT MANAGER-EN
La Vie En Rose
Montreal, QC
- Full-time
…runs smoothly and that your team provides the best possible customer service. When you’re working as acting manager, your tasks will include meeting overall goals, maintaining our corporate…
Added 7 mins ago
U
Customer Service Representative - Bilingual (French)
Uline
Spruce Grove, AB · Edmonton, AB · St. Albert, AB
- Full-time
Fast, friendly and customer focused. As a Uline Bilingual Customer Service Representative, you'll build customer relationships, provide solutions and deliver legendary service. Join a…
Added 7 mins ago
U
Customer Service Representative
Uline
Spruce Grove, AB · Edmonton, AB · St. Albert, AB
- Full-time
Fast, friendly and customer focused. As a Uline Customer Service Representative, you'll build customer relationships, provide solutions and deliver legendary service. Join a family-owned…
Added 7 mins ago
TG
IT Support Intern
TMX Group
Toronto, ON
- $20 to $25 CAD / hour
- Full-time
Job Location: Fully on-site (5 days in office) - based in Toronto, ON · Must Have(s)
Added 7 mins ago
VS
Instructional Designer
Vena Solutions
Remote, Canada
- $75,098 to $101,603 CAD / year
- Full-time
- Remote
Vena Solutions is looking for an Instructional Designer to join our Customer Training team. The ideal candidate will create and maintain eLearning of Vena’s technical product training…
Added 7 mins ago
SL
Bilingual Proposal Coordinator
Sun Life
Toronto, ON · Waterloo, ON · Montreal, QC · Sun Life Montreal Metcalfe
- Full-time
High level of technical and administrative proficiency required
Added 7 mins ago
Service Delivery Manager
F12.net
Vancouver, BC
The Position: The primary purpose of the Service Delivery Manager is to ensure the delivery of high-quality services to clients through a dedicated integrated service unit (IST). We are…
Added 7 mins ago
Health Records Clerk - Family Practice Health Centre
Women's College Hospital
Toronto, ON
Applicants must reside and be legally eligible to work in Ontario · Day shifts 8:00PM to 4:00PM

Agoda

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

Montreal, QC, Canada

Full-time

Apply on LinkedIn About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: May 7, 2027
Posting language: English
Posted: Nov 8, 2026

Original 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.

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.

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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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.

Apply on LinkedIn About employer

More about this job

Responsibilities

Lead Tier 2 and higher HRIS service operations, including ticket prioritization, escalations, change requests, and data access requests, while monitoring service levels and coordinating resolution. Analyze operational data, maintain reporting and process documentation, and drive improvements through corrective actions, self-service, automation, and coordinated change adoption.

Requirements

Requires 8 or more years of experience in HRIS, IT service operations, HR technology, shared services, or operational excellence, including hands-on ticket management and process improvement. Candidates should have experience with ticketing tools, service metrics and dashboards, data analysis, SOPs and process maps, and stakeholder coordination; Workday, SQL, reporting tools, and ITIL or Lean methods are advantageous.

Skills

HRIS Operations
Ticket Management
Data Analytics
Dashboard Reporting
Process Improvement
SOP Development
Process Mapping
Stakeholder Management
Change Request Coordination
Data Access Controls
Root Cause Analysis
Workday
SQL
Power BI
ITIL

Visa sponsorship

Not detected in the job text

Keywords

HRIS
People Technology
Workday
Jira Service Management
ServiceNow
Zendesk
Excel
Google Sheets
SQL
Power BI
Tableau
Zendesk Explore
Ticket Management
Service Level Agreements
Change Requests
Data Access Requests
Operational Excellence
Service Metrics
Key Performance Indicators
Dashboards
Customer Satisfaction
Root Cause Analysis
Standard Operating Procedures
Process Mapping
Self-Service
Workflow Automation
ITIL
Lean
Six Sigma
Employee Lifecycle Management

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Jobs in Canada