Head of CX Operations Excellence

Job description

Get to Know the Team The Grab Support (GS) team delivers exceptional customer service and solutions to our users and partners. From unraveling complex use cases to creating delightful customer experiences, our mission is to exceed expectations and transform less-than-ideal moments into memorable ones. Within GS, the Regional Support team drives performance by upholding operational standards, partnering with country operations and product teams, while achieving key OKRs. Get to Know the Role Reporting to the Acting Head of Grab Support and based onsite in the Grab Philippines Pasig office, you'll lead a team across Operational Processes, Workforce Management (WFM), and Vendor Management. You'll define the regional operating model and governance frameworks to enable consistent execution across markets and partners. As a strategic partner to GS leaders, you'll diagnose systemic issues, influence trade-offs across service quality and cost, and drive multi-market transformation to strengthen how support operations scale. The Critical Tasks You Will Perform Strategic Leadership & Vision Define and execute the strategy for regional support domains (WFM, Vendor, and Performance Management) to support scaling across markets. Establish regional standards and governance to improve consistency and operational discipline while allowing for local adaptation. Advise senior leaders across country and regional teams on operating model decisions and innovate by identifying practical applications for AI and automation. Champion continuous improvement by leveraging data, industry benchmarks, and stakeholder feedback to evolve regional and country practices. Own the forward-looking roadmap for these domains, anticipating where markets may face workforce, vendor, process, or performance constraints before they escalate. Operational Excellence & Execution Own end-to-end workforce optimization, including forecasting, capacity planning, and real-time service level management. Operationalize BPO partner standards and performance reviews to drive SLA, productivity, cost-to-serve outcomes to improve our overall support experience. Lead multi-market change efforts and strengthen process discipline through standardized ways of working. Lead complex multi-market change efforts across country operations, vendor partners, technology, analytics, finance, and people teams. Team Leadership & Development Lead, coach, and develop subfunction leaders and their teams, fostering a culture of collaboration, accountability, and excellence. Build bench strength and succession pipelines to ensure continuity and scalability. Drive cross-functional collaboration by breaking down functional silos and creating shared accountability for enablement outcomes. Model Grab's 4H values (Heart, Hunger, Honour, Humility) and create a high-performing, inclusive team culture. Stakeholder Management & Influence Serve as the primary regional support operations partner to GS Country Heads, ensuring frameworks are co-created, adopted and translated into measurable market outcomes. Influence senior stakeholders on operational trade-offs across customer experience, service levels, productivity, cost-to-serve, and local market constraints. 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 operating risks into practical decisions that drive business impact. Lead change adoption across markets by building buy-in, addressing resistance and celebrating wins and ensuring clear governance and accountability. What Essential Skills You Will Need At least 15 years of progressive experience in customer support, operations, or technology-enabled services, with at least 5+ years in senior leadership roles (managing managers) Proven track record of leading large-scale operational transformation programs (e.g., WFM optimization, BPO transitions, quality improvement) Deep expertise in the following domains: Workforce Management, Vendor Management, Process and Operational Excellence & Improvement Experience managing teams across multiple geographies (Southeast Asia) with demonstrated ability to balance regional standardization and local flexibility Demonstrated success in building and scaling operational frameworks that support rapid growth (e.g., expanding into new markets, integrating acquired businesses, launching new products) Experience leading through organizational change (e.g., restructures, mergers, system migrations) with strong change management capabilities Strong analytical fluency, with the ability to interpret operational, workforce, vendor, quality, and cost-to-serve metrics; familiarity with BI tools such as Tableau, Looker, or Power BI. Understanding of AI, automation technologies in customer support (e.g., NLP, chatbots, sentiment analysis) Life at Grab We care about your well-being at Grab, here are some of the global benefits we offer: We have your back with Term Life Insurance and comprehensive Medical Insurance. With GrabFlex, create a benefits package that suits your needs and aspirations. Celebrate moments that matter in life with loved ones through Parental and Birthday leave , and give back to your communities through Love-all-Serve-all (LASA) volunteering leave We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges. Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours What We Stand For at Grab We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer, we consider all candidates fairly and equally regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique. About Grab and Our Workplace Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.