Regional Support Operations Leader—Scale Across Markets

Grab; Pasig; On-site; PHP 3,000,000 - 5,400,000; Full time

Benefits offered by this job

Term Life Insurance

Medical Insurance

GrabFlex benefits

Parental leave

Birthday leave

LASA volunteering leave

Grabber Assistance Programme

FlexWork hours

Job summary

Grab Philippines Pasig is recruiting for a senior leader to oversee regional support operations across multiple markets onsite in Pasig. You will shape the operating model for WFM, vendor management, and performance governance, while driving AI-enabled transformation and cost-to-serve improvements.

You will lead a cross-functional team, coach leaders, and partner with Tech, Analytics, Finance, and People Ops to enable scalable, high-quality customer support across Southeast Asia.

Qualifications

• 15+ years of progressive experience in customer support or operations.
• 5+ years in senior leadership (managing managers).
• Proven track record leading large-scale operational transformation programs.
• Deep expertise in Workforce Management, Vendor Management, and Process Excellence.
• Experience managing teams across Southeast Asia with regional standardization and local flexibility.
• Strong change management and data-driven decision making with BI tools.

Responsibilities

• Define and execute strategy for regional support domains across markets.
• Establish regional standards and governance for consistency with local adaptation.
• Advise senior leaders on operating model decisions and AI applications.
• Own end-to-end workforce optimization including forecasting and capacity planning.
• Operationalize BPO partner standards and SLA-related outcomes.
• Lead multi-market change efforts across country ops and partners.
• Lead, coach and develop subfunction leaders and teams.
• Foster a high-performing, inclusive culture aligned with Grab's values.
• Collaborate with Tech, Analytics, Finance, and People Ops to align enablement initiatives.
• Lead change adoption across markets with stakeholder buy-in.

Skills

15+ years exp

Senior leadership

Ops transformation

Workforce Management

Vendor Management

Process Excellence

Multi-region leadership

Scaling frameworks

Change management

BI tools

AI/Automation

Tools

Power BI

Tableau

Looker

Job description

Grab Philippines Pasig is recruiting for a senior leader to oversee regional support operations across multiple markets onsite in Pasig. You will shape the operating model for WFM, vendor management, and performance governance, while driving AI-enabled transformation and cost-to-serve improvements.

You will lead a cross-functional team, coach leaders, and partner with Tech, Analytics, Finance, and People Ops to enable scalable, high-quality customer support across Southeast Asia.