Head, Grab Support Customer Operations

📋 Description

• Manage Grab support operations in Chiangmai and lead the Customer Escalation Level 2 operating
• Lead the Thailand BPO performance agenda, including service level, quality, productivity, customer
• Lead governance cadences with BPO partners, using performance data and root cause analysis to guide
• Manage the operating relationship with our BPO partners, including delivery scope, accountability
• Provide market inputs into capacity planning, headcount forecasts, ramp decisions, workforce
• Lead process improvement projects that simplify customer journeys, remove avoidable contacts, and

🎯 Requirements

• 6 or more years of experience in customer support operations, service delivery, contact centre
• Demonstrated experience managing large outsourced or blended operations, with ownership of
• Commercial and operational judgement, with the ability to balance customer experience, cost
• Experience leading structured governance, performance reviews, root cause analysis, and improvement
• Stakeholder management skills across country, regional, and external partner teams, including the
• Fluent in Thai and English, both written and spoken.

🎁 Benefits

• Term Life Insurance and comprehensive Medical Insurance.
• GrabFlex: create a benefits package that suits your needs and aspirations.
• Parental and Birthday leave, and Love-all-Serve-all (LASA) volunteering leave.
• Confidential Grabber Assistance Programme.
• FlexWork arrangements such as differentiated hours.