Senior Operations Manager

Position:
Senior Operations Manager

Company:
Grab

Location:
Thailand, Chiang Mai

Employment type:
Full-time

Short Summary:
Manage Grab support operations in Chiang Mai, leading the Customer Escalation Level 2 agenda and overseeing the Thailand BPO performance agenda, including service level, quality, productivity, customer experience, cost, and risk outcomes.

Responsibilities:
- Manage Grab support operations in Chiang Mai.
- Lead the Customer Escalation Level 2 operating agenda.
- Oversee the Thailand BPO performance agenda.
- Manage the operating relationship with BPO partners.
- Provide market inputs into capacity planning and workforce transitions.
- Lead process improvement projects to enhance customer journeys.
- Coordinate readiness for future scope transitions.
- Partner with various teams to improve operational insights.

Requirement:
- 6+ years of experience in customer support operations or related fields.
- Experience managing large outsourced or blended operations.
- Strong commercial and operational judgment.
- Experience in structured governance and performance reviews.
- Stakeholder management skills across various teams.
- Fluent in Thai and English, both written and spoken.

Benefits:
- Term Life Insurance and comprehensive Medical Insurance.
- Flexible benefits package with GrabFlex.
- Parental and Birthday leave.
- Volunteering leave through Love-all-Serve-all (LASA).
- Confidential Grabber Assistance Programme.
- FlexWork arrangements for better work-life balance.