Regional CX Operations & Performance Leader

Grab

Petaling Jaya

On-site

MYR 480,000 - 720,000

Full time

5 days ago

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Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex benefits

Parental and Birthday leave

LASA volunteering leave

Grabber Assistance Programme

FlexWork arrangements

Job summary

Grab seeks a Senior leader to head regional Grab Support operations onsite in Malaysia. You will shape the operating model for multi-market scalability, drive workforce optimization, and mentor a high-performing team across country offices.

You will partner with country heads and product teams to influence design choices and cost-to-serve. You will champion continuous improvement, leveraging data and BI tools, and guide senior leaders on governance, trade-offs, and implementation of automation

Qualifications

15+ years in customer support/operations/tech-enabled services with leadership exposure.
Proven track record leading large-scale operational transformation programs (WFM, BPO, quality).
Expertise in Workforce Management, Vendor Management, and Process Excellence.

Responsibilities

Define regional operating model and governance for scalable support across markets.
Diagnose issues, balance service quality with cost, and drive multi-market transformation.
Lead cross-functional initiatives with Tech, Analytics, Finance, and People Ops to align enablement initiatives.
Communicate strategies to senior leadership and drive governance and accountability.