Regional CX Ops Excellence Leader

GrabTaxi Holdings Pte. Ltd.; Pasig, Hinoba-an; On-site; PHP 1,500,000 - 2,800,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex

Parental leave

Birthday leave

LASA volunteering leave

Grabber Assistance Programme

FlexWork hours

Job summary

GrabTaxi Holdings Pte. Ltd. is seeking a Senior Leader for Grab Support in the Philippines, Pasig, to steer regional operations across Workforce Management, Vendor Management, and Performance.

You will shape the operating model, drive multi-market transformation, and partner with GS leaders to scale support with efficiency and quality. The role emphasizes strategic leadership, stakeholder collaboration, and data-driven decision making to balance service levels with cost-to-serve across Southeast

Qualifications

• 15+ years in customer support, operations, or tech-enabled services
• 5+ years in senior leadership (managing managers)
• Experience leading large-scale operational transformation programs
• Experience managing cross-geography teams in Southeast Asia
• Proven ability to build and scale operational frameworks across markets with local flexibility
• Strong change management capabilities and data-driven decision making
• Familiarity with BI tools (Tableau, Looker, Power BI) and AI/automation applications in support

Responsibilities

• Define regional operating model and governance frameworks across markets and partners
• Lead end-to-end workforce optimization including forecasting and capacity planning
• Drive multi-market change efforts across country operations, vendor partners, technology, analytics, finance and people teams
• Coach and develop subfunction leaders and their teams to foster collaboration and accountability
• Influence senior leaders on operational trade-offs between customer experience, cost-to-serve and productivity
• Communicate enablement strategies to senior leadership using performance data and risk assessments
• Lead adoption of new processes with clear governance and accountability

Skills

Strategic leadership

Operational excellence

Team development

Stakeholder management

Data analytics

AI & automation familiarity

Forecasting & capacity planning

Multinational teamwork

Education

Bachelor's degree or equivalent

Tools

Tableau

Looker

Power BI

Job description

GrabTaxi Holdings Pte. Ltd. is seeking a Senior Leader for Grab Support in the Philippines, Pasig, to steer regional operations across Workforce Management, Vendor Management, and Performance.

You will shape the operating model, drive multi-market transformation, and partner with GS leaders to scale support with efficiency and quality. The role emphasizes strategic leadership, stakeholder collaboration, and data-driven decision making to balance service levels with cost-to-serve across Southeast