Head of Regional Support Operations
Core
Lead regional support operations across Southeast Asia, defining operating models and governance for Workforce Management, Vendor Management, and Performance domains to scale customer service excellence.
Role type
Senior IC Head of Regional Support Operations
Builds
Regional support operating frameworks, multi-market transformation programs, and scalable service delivery models for Grab's superapp ecosystem.
Domain
Customer Support Operations / Workforce Management / Vendor Management in Southeast Asia
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Workforce Management, Vendor Management, Operational Excellence, Multi-market strategy, Change Management, Data Analytics, AI/Automation integration, Team Leadership
Preferred skills
Experience with BPO transitions, Organizational restructuring, BI tools (Tableau/Looker/Power BI), NLP/Chatbot implementation
Technologies
Tableau, Looker, Power BI, NLP, Chatbots, Sentiment Analysis
Responsibilities
Define and execute regional strategy for WFM, Vendor, and Performance domains; Establish regional standards and governance frameworks; Lead end-to-end workforce optimization and capacity planning; Drive multi-market change efforts across operations, vendors, and technology; Coach and develop subfunction leaders and succession pipelines; Influence senior stakeholders on operational trade-offs and business impact.
Seniority
Senior, hands-on IC with strategic leadership scope
