Head of CX Operations Excellence

About the role

This role involves leading a team focused on operational processes, workforce management, and vendor management for Grab Support. You will define regional operating models and governance to ensure consistent execution across various markets and partners. The position requires diagnosing systemic issues, balancing service quality with cost, and driving multi-market transformation to enhance support operations scalability.

Key facts

What you'll do

• Develop and implement the strategy for regional support areas like Workforce Management, Vendor, and Performance Management to support market expansion.
• Establish regional standards and governance to improve consistency and operational discipline while allowing for local adjustments.
• Advise senior leaders on operating model decisions and identify practical applications for AI and automation.
• Drive continuous improvement using data, industry benchmarks, and feedback to refine regional and country practices.
• Manage the future roadmap for these domains, anticipating potential workforce, vendor, process, or performance issues.
• Oversee end-to-end workforce optimization, including forecasting, capacity planning, and real-time service level management.
• Implement BPO partner standards and performance reviews to meet SLA, productivity, and cost-to-serve objectives.
• Lead multi-market change initiatives and strengthen process discipline through standardized workflows.
• Guide complex multi-market change efforts involving country operations, vendor partners, technology, analytics, finance, and people teams.
• Lead, coach, and develop subfunction leaders and their teams, promoting collaboration and accountability.
• Build talent pipelines and succession plans to ensure continuity and scalability.
• Foster cross-functional collaboration by breaking down silos and creating shared accountability for enablement outcomes.
• Serve as the primary regional support operations partner to Grab Support Country Heads, ensuring frameworks are co-created and adopted.
• Influence senior stakeholders on operational trade-offs across customer experience, service levels, productivity, and cost-to-serve.
• Collaborate with cross-functional leaders (Tech Families, Analytics, Finance, People Ops) to align enablement initiatives with broader organizational priorities.
• Communicate complex enablement strategies to senior leadership, converting performance data and risks into practical business decisions.
• Lead change adoption across markets by building buy-in, addressing resistance, and ensuring clear governance.

Requirements

• At least 15 years of progressive experience in customer support, operations, or technology-enabled services.
• At least 5+ years in senior leadership roles, managing other managers.
• Proven experience leading large-scale operational transformation programs, such as Workforce Management optimization, BPO transitions, or quality improvement.
• Deep expertise in Workforce Management, Vendor Management, Process, and Operational Excellence & Improvement.
• Experience managing teams across multiple geographies, specifically Southeast Asia, balancing regional standardization with local flexibility.
• Demonstrated success in building and scaling operational frameworks that support rapid growth.
• Experience leading through organizational change, including restructures, mergers, or system migrations, with strong change management capabilities.
• Strong analytical skills, capable of interpreting operational, workforce, vendor, quality, and cost-to-serve metrics.
• Understanding of AI and automation technologies in customer support.

Skills & tools

• Tableau
• Looker
• Power BI
• NLP
• Chatbots
• Sentiment analysis

Practical notes

Comprehensive medical and term life insurance are provided. GrabFlex allows for a personalized benefits package. Parental and Birthday leave are available, along with Love-all-Serve-all (LASA) volunteering leave. A confidential Grabber Assistance Programme supports employees and their families. FlexWork arrangements, including differentiated hours, help balance personal commitments. Grab is an equal opportunity employer committed to an inclusive and equitable workplace.