Head of CX Operations Excellence

📋 Description

• Define and execute regional strategy for WFM, Vendor, and Performance Management.
• Establish regional standards and governance for consistency with local adaptation.
• Advise senior leaders on operating model decisions; explore AI and automation.
• Own end-to-end workforce optimization: forecasting, capacity, real-time SLAs.
• Lead multi-market change across country ops, vendors, tech, analytics.
• Lead, coach, and develop subfunction leaders; model Grab's values.

🎯 Requirements

• 15+ years in customer support, operations, or tech-enabled services; 5+ years in senior leadership.
• Proven track record leading large-scale operational transformation (WFM, BPO).
• Deep expertise in Workforce Management, Vendor Management, and Process Excellence.
• Experience leading teams across multiple geographies (Southeast Asia).
• Strong analytics; familiar with BI tools like Tableau, Looker, Power BI.
• Understanding AI and automation in customer support (NLP, chatbots).

🎁 Benefits

• Term Life Insurance and comprehensive Medical Insurance.
• GrabFlex benefits package to tailor your plan.
• Parental and Birthday leave; LASA volunteering leave.
• Grabber Assistance Programme for life challenges.
• FlexWork with differentiated hours.
• Inclusive culture and equal opportunity commitment.