Head of CX Operations Excellence

📋 Description Define and execute regional strategy for WFM, Vendor, and Performance Management. Establish regional standards and governance for consistency with local adaptation. Advise senior leaders on operating model decisions; explore AI and automation. Own end-to-end workforce optimization: forecasting, capacity, real-time SLAs. Lead multi-market change across country ops, vendors, tech, analytics. Lead, coach, and develop subfunction leaders; model Grab's values. 🎯 Requirements 15+ years in customer support, operations, or tech-enabled services; 5+ years in senior leadership. Proven track record leading large-scale operational transformation (WFM, BPO). Deep expertise in Workforce Management, Vendor Management, and Process Excellence. Experience leading teams across multiple geographies (Southeast Asia). Strong analytics; familiar with BI tools like Tableau, Looker, Power BI. Understanding AI and automation in customer support (NLP, chatbots). 🎁 Benefits Term Life Insurance and comprehensive Medical Insurance. GrabFlex benefits package to tailor your plan. Parental and Birthday leave; LASA volunteering leave. Grabber Assistance Programme for life challenges. FlexWork with differentiated hours. Inclusive culture and equal opportunity commitment.