Head, Grab Support Customer Operations

📋 Description

• Lead Grab support ops in Chiangmai and Customer Escalation Level 2
• Drive Thailand BPO performance: SLAs, quality, productivity
• Governance cadences with BPO partners; act on data/root causes
• Manage operating relationship with BPO partners and standards
• Contribute to capacity planning, headcount and continuity planning
• Lead process improvements to simplify journeys and channels

🎯 Requirements

• 6+ years in customer support ops or related fields
• Experience leading large outsourced/blended ops and outcomes
• Balance CX, cost, capacity, risk in decisions
• Structured governance, reviews, RCA and improvement plans
• Stakeholder mgmt across country/region/external partners
• Fluent in Thai and English (written and spoken)

🎁 Benefits

• Term Life and Medical Insurance
• GrabFlex benefits package
• Parental and Birthday leave; LASA volunteering leave
• Grabber Assistance Programme for personal challenges
• FlexWork differentiated hours