Head of CX Operations Excellence at Grab in Pasig City

Job description

Get to Know the Team The Grab Support (GS) team delivers exceptional customer service and solutions to our users and partners. From unraveling complex use cases to creating delightful customer experiences, our mission is to exceed expectations and transform less-than-ideal moments into memorable ones. Within GS, the Regional Support team drives performance by upholding operational standards, partnering with country operations and product teams, while achieving key OKRs. Get to Know the Role Reporting to the Acting Head of Grab Support and based onsite in the Grab Philippines Pasig office, you'll lead a team across Operational Processes, Workforce Management (WFM), and Vendor Management. You'll define the regional operating model and governance frameworks to enable consistent execution across markets and partners. As a strategic partner to GS leaders, you'll diagnose systemic issues, influence trade-offs across service quality and cost, and drive multi-market transformation to strengthen how support operations scale. The Critical Tasks You Will Perform Strategic Leadership & Vision Define and execute the strategy for regional support domains (WFM, Vendor, and Performance Management) to support scaling across markets. Establish regional standards and governance to improve consistency and operational discipline while allowing for local adaptation. Advise senior leaders across country and regional teams on operating model decisions and innovate by identifying practical applications for AI and automation. Champion continuous improvement by leveraging data, industry benchmarks, and stakeholder feedback to evolve regional and country practices. Own the forward-looking roadmap for these domains, anticipating where markets may face workforce, vendor, process, or performance constraints before they escalate. Operational Excellence & Execution Own end-to-end workforce optimization, including forecasting, capacity planning, and real-time service level management. Operationalize BPO partner standards and performance reviews to drive SLA, productivity, cost-to-serve outcomes to improve our overall support experience. Lead multi-market change efforts and strengthen process discipline through standardized ways of working. Lead complex multi-market change efforts across country operations, vendor partners, technology, analytics, finance, and people teams. Team Leadership & Development Lead, coach, and develop subfunction leaders and their teams, fostering a culture of collaboration, accountability, and excellence. Build bench strength and succession pipelines to ensure continuity and scalability. Drive cross-functional collaboration by breaking down functional silos and creating shared accountability for enablement outcomes. Model Grab's 4H values (Heart, Hunger, Honour, Humility) and create a high-performing, inclusive team culture. Stakeholder Management & Influence Serve as the primary regional support operations partner to GS Country Heads, ensuring frameworks are co-created, adopted and translated into measurable market outcomes. Influence senior stakeholders on operational trade-offs across customer experience, service levels, productivity, cost-to-serve, and local market constraints. Collaborate with cross-functional leaders (Tech Families, Analytics, Finance, People Ops) to align enablement initiatives with broader organizational priorities Communicate complex enablement strategies to senior leadership, converting performance data and operating risks into practical decisions that drive business impact. Lead change adoption across markets by building buy-in, addressing resistance and celebrating wins and ensuring clear governance and accountability. What Essential Skills You Will Need At least 15 years of progressive experience in customer support, operations, or technology-enabled services, with at least 5+ years in senior leadership roles (managing managers) Proven track record of leading large-scale operational transformation program