Head of CX Operations Excellence

📋 Description

• Define and execute the strategy for regional support domains (WFM, Vendor, and Performance
• Establish regional standards and governance to improve consistency and operational discipline while
• Advise senior leaders across country and regional teams on operating model decisions and innovate
• Champion continuous improvement by leveraging data, industry benchmarks, and stakeholder feedback
• Own the forward-looking roadmap for these domains, anticipating where markets may face workforce
• Own end-to-end workforce optimization, including forecasting, capacity planning, and real-time

🎯 Requirements

• At least 15 years of progressive experience in customer support, operations, or technology-enabled
• Proven track record of leading large-scale operational transformation programs (e.g., WFM
• Deep expertise in Workforce Management, Vendor Management, Process and Operational Excellence &amp
• Experience managing teams across multiple geographies (Southeast Asia) with the ability to balance
• Demonstrated success in building and scaling operational frameworks that support rapid growth
• Experience leading through organizational change (e.g., restructures, mergers, system migrations)

🎁 Benefits

• Term Life Insurance
• Comprehensive Medical Insurance
• GrabFlex (personalized benefits)
• Parental leave
• Birthday leave
• Love-all-Serve-all (LASA) volunteer leave