Head of CX Operations

Position:
Head of CX Operations Excellence Team

Company:
Grab

Location:
Philippines, Pasig City

Employment type:
Full-time

Short Summary:
The Grab Support (GS) team delivers exceptional customer service and solutions. The Head of CX Operations Excellence will lead a team across Operational Processes, Workforce Management (WFM), and Vendor Management, defining the regional operating model and governance frameworks to enable consistent execution across markets and partners.

Responsibilities:
- Define and execute the strategy for regional support domains (WFM, Vendor, and Performance Management).
- Establish regional standards and governance to improve consistency and operational discipline.
- Advise senior leaders on operating model decisions and innovate by identifying practical applications for AI and automation.
- Own end-to-end workforce optimization, including forecasting and capacity planning.
- Lead multi-market change efforts and strengthen process discipline.
- Lead, coach, and develop subfunction leaders and their teams.
- Serve as the primary regional support operations partner to GS Country Heads.

Requirement:
- At least 15 years of experience in customer support, operations, or technology-enabled services, with at least 5+ years in senior leadership roles.
- Proven track record of leading large-scale operational transformation programs.
- Deep expertise in Workforce Management, Vendor Management, and Operational Excellence.
- Experience managing teams across multiple geographies.
- Strong analytical fluency and familiarity with BI tools.
- Understanding of AI and automation technologies in customer support.

Benefits:
- Term Life Insurance and comprehensive Medical Insurance.
- Flexible benefits package with GrabFlex.
- Parental and Birthday leave, and volunteering leave.
- Confidential Grabber Assistance Programme for personal challenges.
- FlexWork arrangements for better work-life balance.