Regional CX Operations Excellence Leader

Grab; Selangor; On-site; MYR 300,000 - 600,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

FlexWork arrangements

Job summary

Grab is seeking a senior leader to head regional Support Operations (GS) from the Grab office. You will define the operating model across WFM, vendors, and performance management, driving scalable processes for multiple Southeast Asian markets.

You will partner with country heads and product teams, drive transformational programs, and champion governance, data-driven decisions, and continuous improvement in a high-impact environment.

Qualifications

• 15+ years in customer support, operations, or tech-enabled services.
• 5+ years in senior leadership roles (managing managers).
• Experience leading large-scale operational transformation programs (WFM, BPO, QA).
• Experience spanning Southeast Asia with balance of regional standardization and local flexibility.
• Strong analytical fluency with BI tool experience (Tableau/Looker/Power BI).
• Familiarity with AI and automation in customer support contexts.

Responsibilities

• Define and lead regional operating model and governance for GS domains (WFM, Vendor, Performance).
• Diagnose systemic issues, influence trade-offs between service quality and cost across markets.
• Drive multi-market transformation and scalable support operations.
• Collaborate with cross-functional leaders to align enablement initiatives with organizational priorities.
• Communicate strategies to senior leadership and ensure governance and accountability across markets.

Skills

Leadership

Operational Excellence

WFM

Vendor Management

Process Improvement

Strategic Planning

Cross-functional Collaboration

Data Analytics

AI & Automation

Tools

Tableau

Looker

Power BI

Excel

Job description

Grab is seeking a senior leader to head regional Support Operations (GS) from the Grab office. You will define the operating model across WFM, vendors, and performance management, driving scalable processes for multiple Southeast Asian markets.

You will partner with country heads and product teams, drive transformational programs, and champion governance, data-driven decisions, and continuous improvement in a high-impact environment.