Senior Customer Operation Excellence Manager
Grab · Technology
- Location: Bangkok (Thailand)
- Work arrangement: remote in country
- Employment type: Full Time
- Seniority: senior
- Posted:
Job description
Position:
Senior Customer Operation Excellence Manager
Company:
Grab
Location:
Thailand, Bangkok
Employment type:
Full-time
Short Summary:
You will be responsible for driving operational excellence across departments by ensuring customer outcomes, building teams, optimizing processes, and using AI and automation to improve efficiency and service quality.
Responsibilities:
- Lead Customer Success and Executive Escalation, complex customer resolution, setting clear standards for complex case handling, customer advocacy, risk management, and resolution quality.
- Lead the enablement team - AI transformation, Process excellence, Knowledge management, Grab Help Center.
- Lead the Grab Support Commercial team, overseeing Telesales and GFB Inside Sales to improve sales performance, operational excellence, and sustainable business growth.
- Establish strong escalation governance with BPO partners and internal teams to ensure cases are triaged, owned, resolved, and closed with appropriate documentation.
- Use voice of the customer (VOC), NPS, customer satisfaction, complaint, escalation, and repeat-contact insights to identify systemic pain points and prioritize improvements.
- Partner with Legal, Compliance, Privacy, Safety, Product, and Operations teams on sensitive cases and crisis-related customer experience risks.
- Build capability across specialist teams through coaching, calibration, knowledge improvement, and clear development pathways.
Requirement:
- 6 or more years of experience in customer success, customer experience, complex operations, complaint management, service recovery, or a related field.
- Demonstrated experience leading specialist, Level 2, escalation, or high-sensitivity support teams.
- Experienced in handling customer complaints, safety concerns, financial issues, regulatory or privacy matters, and reputational risk.
- Ability to combine empathy with structured problem solving, using customer and operational data to find causes and improve journeys.
- Stakeholder management skills, with the ability to coordinate across BPO partners, country teams, regional functions, and policy owners.
- 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 to guide and uplift you and your loved ones through life's challenges.
- FlexWork arrangements such as differentiated hours.
Senior Customer Operation Excellence Manager
Company:
Grab
Location:
Thailand, Bangkok
Employment type:
Full-time
Short Summary:
You will be responsible for driving operational excellence across departments by ensuring customer outcomes, building teams, optimizing processes, and using AI and automation to improve efficiency and service quality.
Responsibilities:
- Lead Customer Success and Executive Escalation, complex customer resolution, setting clear standards for complex case handling, customer advocacy, risk management, and resolution quality.
- Lead the enablement team - AI transformation, Process excellence, Knowledge management, Grab Help Center.
- Lead the Grab Support Commercial team, overseeing Telesales and GFB Inside Sales to improve sales performance, operational excellence, and sustainable business growth.
- Establish strong escalation governance with BPO partners and internal teams to ensure cases are triaged, owned, resolved, and closed with appropriate documentation.
- Use voice of the customer (VOC), NPS, customer satisfaction, complaint, escalation, and repeat-contact insights to identify systemic pain points and prioritize improvements.
- Partner with Legal, Compliance, Privacy, Safety, Product, and Operations teams on sensitive cases and crisis-related customer experience risks.
- Build capability across specialist teams through coaching, calibration, knowledge improvement, and clear development pathways.
Requirement:
- 6 or more years of experience in customer success, customer experience, complex operations, complaint management, service recovery, or a related field.
- Demonstrated experience leading specialist, Level 2, escalation, or high-sensitivity support teams.
- Experienced in handling customer complaints, safety concerns, financial issues, regulatory or privacy matters, and reputational risk.
- Ability to combine empathy with structured problem solving, using customer and operational data to find causes and improve journeys.
- Stakeholder management skills, with the ability to coordinate across BPO partners, country teams, regional functions, and policy owners.
- 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 to guide and uplift you and your loved ones through life's challenges.
- FlexWork arrangements such as differentiated hours.
Languages
TH, EN
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