Head, Grab Support Customer Operations

Company Description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Job Description

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 life's challenges.
• Balancing personal commitments and life's 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.