Head, Grab Support Customer Operations
Core
Lead Grab support operations in Chiangmai and manage the Thailand BPO performance agenda, including service levels, quality, productivity, and customer experience.
Role type
Senior IC customer support operations manager (BPO leadership)
Builds
Customer support services for Grab's Thailand market
Domain
Ride-hailing and superapp customer support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
BPO performance management, vendor management, root cause analysis, capacity planning, process improvement, stakeholder management
Preferred skills
Experience leading structured governance with senior partners, commercial judgement
Technologies
N/A
Responsibilities
Manage support operations in Chiangmai, lead BPO performance agenda, manage operating relationships with BPO partners, provide market inputs for capacity planning, lead process improvement projects, coordinate readiness for future scope transitions
Seniority
Senior, hands-on IC
