Head, Grab Support Customer Operations

The Critical Tasks You Will Perform

• Manage Grab support operations in Chiangmai and lead the Customer Escalation Level 2 operating agenda
• Lead the Thailand BPO performance agenda including service level quality productivity customer experience cost and risk outcomes.
• Lead governance cadences with BPO partners using performance data and root cause analysis to guide corrective actions and sustained improvement.
• Manage the operating relationship with our BPO partners including delivery scope accountability escalation paths and operating standards.
• Provide market inputs into capacity planning headcount forecasts ramp decisions workforce transitions and business continuity planning.
• Lead process improvement projects that simplify customer journeys remove avoidable contacts and improve consistency across support channels.
• Coordinate readiness for future scope transitions including Merchant Resolution Operations Integrity Risk and Trust Level 1 and Financial Support Level 1 where approved.
• Partner with Quality Training Knowledge Customer Success and Strategic Programs teams to turn operational insights into measurable experience improvements.

Qualifications :

What Essential Skills You Will Need

• 6 or more years of experience in customer support operations service delivery contact centre operations vendor management or a related field.
• Demonstrated experience managing large outsourced or blended operations with ownership of performance quality workforce and service outcomes.
• You have commercial and operational judgement with the ability to balance customer experience cost capacity and risk.
• You have experience leading structured governance performance reviews root cause analysis and improvement plans with senior partners.
• Stakeholder management skills across country regional and external partner teams including the ability to influence without direct authority.
• Fluent in Thai and English both written and spoken.

Additional Information :

Life at Grab

We care about your well-being at Grab here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through lifes challenges.
• Balancing personal commitments and lifes demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For at Grab

We are committed to building an inclusive and equitable workplace that enables diverse Grabbers to grow and perform at their best. As an equal opportunity employer we consider all candidates fairly and equally regardless of nationality ethnicity religion age gender identity sexual orientation family commitments physical and mental impairments or disabilities and other attributes that make them unique.

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1